Title: Users' perceptions towards the quality of learning resources and services: a case study of AAU libraries

Authors: Raed Said; Abdoulaye Kaba

Addresses: Department of Management and Management Information Systems, College of Business, Al Ain University of Science and Technology, Al Ain, United Arab Emirates ' Library, Al Ain University of Science and Technology, Al Ain, United Arab Emirates

Abstract: This study investigates and analyses the current performance of libraries at Al Ain University of Science and Technology (AAU). The paper explores the perceptions of students and faculty members towards quality resources and services provided by AAU libraries. It uses a modified SERVPERF model for the measurement. SERVPERF model is based on five dimensions: reliability, assurance, tangibles, empathy, and responsiveness (Cronin and Taylor, 1992). Data are collected through a survey questionnaire instrument. A total of 657 students and faculty members participated in the survey. T-test and ANOVA test are used to validate four hypotheses. Participants expressed average satisfaction with the quality of resources and services provided by AAU libraries. However, the libraries achieved the highest level of satisfactions in reliability and responsiveness among faculty members. Findings of the study indicate no significant difference in perception towards quality performance of AAU libraries between male and female, and also among the respondents from different locations or different colleges. However, the results revealed statistically significant differences in perception between faculty and students towards the current performance of AAU libraries.

Keywords: performance measure; service quality; quality measure; SERVPERF; libraries; learning resources; universities; academic institutions; United Arab Emirates.

DOI: 10.1504/IJEBR.2018.094016

International Journal of Economics and Business Research, 2018 Vol.16 No.2, pp.250 - 262

Received: 10 May 2017
Accepted: 27 Jun 2017
Published online: 13 Aug 2018 *

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