There is great consistency throughout these articles, research projects, management schemes, and standards, in and out of librarianship. Does the repetition suggest that the lessons have not yet been learned? Rather, it may be that there is no new silver bullet or shortcut for academic libraries. Experience reveals that one may have the formal process without getting good results and vice versa; the determining factor is whether the library staff, managers, and stakeholders define certain fundamental assumptions about the nature of the enterprise. All the above have in common the following underlying components: • The careful definition of goals or of some kind of criteria against which success can be assessed •A focus on meeting the needs of the users, as defined by the library and the institution •Leadership: a commitment from the top, conscious efforts at ensuring communication, the provision of training and resources for the process of evaluation, the active support of a process to promote shared values •The involvement of all levels of staff in goal setting, evaluation, and the improvement of processes and services •Integrating a process of evaluation that is continuous and adaptive, whether that process is based on the framework of TQM, strategic planning, or another model

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Quality Services in Academic Libraries

A Compendium in Honour of Prof. (Mrs.) Felicia Edu-uwem Etim University Librarian, University of Uyo, Uyo. (2005 – 2015)

By Eno J. Ottong, Princewill I. Egwuasi, Norma L. Menez

AuthorHouse

Part One,
Prologue, 1,
Profile of Professor Felicia E. Etim CLN, FNLA, FCAI, FCIL, 3,
Repositioning Library and Information Science (LIS) Graduates in Nigeria for Self Employment through Entrepreneurship Education Prof. Felicia E. Etim CLN, FNLA, FCAI, FCIL, 8,
Part Two,
Researches,
Quality Services in Academic Libraries I.K. Antwi, FGLA, MGIM& M. L. Akeriwe, 25,
The Education and Training of Information Professionals in Nigeria: An Insider's Perspective Prof. G. O. Alegbeleye, 32,
Expanding the Frontiers of Information Access Through the Use of CD ROMs and Online Databases in Academic Libraries in Nigeria Chinwe N. Ezeani Ph.D & Scholastica C. Ukwoma Ph.D, 44,
Academic Libraries for Empowerment of the Society and Citizens: Challenges for the 21st Century Boma B. Obi Ph.D, 53,
Repositioning Cataloguers from the South East Nigeria for Professional Development in the New Cataloguing Environment Moses C. Nwosu, IfeomaNjoku, Prof. Eno J. Ottong & UbongOttong, 60,
Supervision of Services: The Rot of School Libraries in Nigeria Prince will I. Egwuasi Ph.D, Mbotidem Umoh Esq. & Stella C. Ezeh Ph.D, 74,
Peer Reviewing Process as Indices for Quality Library and Information Science Journal Publications in Nigeria Emem P. Udofia Ph.D & Joyce C. Oyadonghan Ph.D, 79,
Challenges of Curriculum Implementation in Nigeria: The Place of the Library Inuwa Magaji & Eboro Umoren Ph.D, 90,
Collection Development and Preservation of University Library Materials William O. Nkanu, 97,
An Evaluation of Academic Libraries Administration in Nigeria: A Comparative Study Mercy E. Ukpanah Ph.D & Ufuoma D. Onobrakpor, 107,
Library Services in the Didital Age: Do Librarians Have What It Takes? Funmi O. Gideon (CLN) & Bappa A. Mohammed (CLN), 118,
A Comparative Study of Reprographic and Bindery Services in Nigerian Academic Libraries Uduakobong O. Udoh Ph.D, 128,
Evaluation of Academic Library Service in Nigeria Jacob E. Esin& Margaret S. Umoh, 136,
Organization of Library Resources Frederick O. Ogar, 143,
Effective Utilization of University Library Resources Victoria A. Iyishu, 153,
Control and Security Measures in Academic Libraries: An Evaluative Study Uwem Akpan CLN & Affiong E. Effiong, 161,
Acquisition Proceduresin Nigerian Academic Libraries: A Comparative Study Mary J. Iwot&Aniebiet I. Ntui Ph.D, 169,
Evaluation of the Quality of University Library's Information Resources: A Case of University of Uyo Mercy D. Ebong Ph.D & Catherine I. Ogbodo, 180,
Accessing Library Materials in University Libraries Victoria A. Iyishu & Aniebiet I. Ntui Ph.D, 193,
Funding Academic Libraries in Nigeria: A Survey of Some Nigerian University Libraries S. O. Fowowe, 199,
Procedures in Physical Processing of University Library Materials William O. Nkanu, 204,
Policies and Procedures in Nigerian University Libraries and Information Centres AhiaomaIbegwam Ph.D, 213,
Academic Library Information Provision for Massive Open Online Courses (MOOCs) Prof. Eno J. Ottong & Uduak Enang Ph.D, 226,
Quality Service Delivery in Libraries: Problems and Prospects Ima M. P. Usoro PhD & Henry I. Okon PhD, 245,
Science Education and Development of Learning Resources in Nigeria: Challenges and Prospects Mark D. Otarigho, 250,

CHAPTER 1

Quality Services in Academic Libraries

I.K. Antwi, & M. L. Akeriwe

Abstract

The emergence of technology and the changing needs of library users have decreased the importance of the Library as the foremost information provider in the academic environment. This paper discusses how the three dimensions of LibQual, a tool used to measure service quality in academic libraries can be maximised in academic libraries.

Introduction

The primary aim of libraries is to ensure that recorded human knowledge and experiences are collected and organized in a manner that would ensure full access to these records. In the case of academic libraries, they do not only perform this duty but also have the responsibility to ensure that all scholarly communications including the primary resources which they depend on for their research is properly preserved. Advances in the development and application of Information and Communication Technologies (ICTs) have created serious competition foracademic libraries from many information service providers. These, coupled with the changing needs of users as well as the fact that academic libraries are being held accountable by their parent institutions and accrediting bodies have compelled librarians to reassess and redefine the quality of their service offerings, to enable them offer quality services. Quality service, as propounded by Sahu (2007), is one that fully meets the expectations and requirements of users. It could therefore be argued that a library that provides the most appropriate information to the right user at the right time and in the required form, could be maintaining quality.

Academic libraries are thus being challenged to redefine the organizational structure, the skills and competencies required by staff, collections, services and the features of library facilities (Miller, 2008). This has become essential in order to meet the expectations of users who as a result of these emerging technologies now expect simplified and immediate results which other information providers like Amazon, Google and iTunes are providing and against which library services are now being judged (University of California Libraries, 2005). Thus the quality of the services provided in academic libraries is what makes the difference between academic libraries and the other service providers. Academic libraries must therefore ensure that they meet and uphold such standards.

Academic libraries are striving to deliver the highest quality of service in a bid to prove the quality they bring to the user and the entire organization. Tools have therefore been developed to measure quality in libraries. One such tool which has been developed to measure service quality in libraries is the LibQUAL+™. The LibQUAL+™ which was developed from the SERVQUAL measures service quality using three dimensions. These are service affect, information control and library as a place. These three dimensions are applied to the library environment to measure the perceived quality of services from the perspective of the user. Academic library management has no option but to strive at satisfying these new and evolving expectations of users for library services and resources as well as prove the value they bring to the organization. Meeting these needs could be interpreted as the academic library providing quality services. Thus, academic libraries must ensure that the various tools and instruction needed for users to access the variety of information resources they collectare provided. This could be achieved if academic libraries are able to employ and retain quality staff , provide quality information as well as quality facilities to ensure the easy access of their information resources. This would help attain high quality services to their users thereby ensuring their parent organizations achieve...

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