Abstract:
This study exammes the Measure the Service Quality of Library Staff of the
University of Moratuwa. Sri I.anka on Students' Perspectives. Users are being
gradually moved to electronic libraries and other information sources. Enhancing the
information resources and facilities are not enough to hold the users in the library and
it is necessary to improve the services like customer care by the library stafT. With this
technological era human resources has become most important asset than physical
resources. Therefore. to measure the service quality of I.ibrary Staff on students'
perspectives is very important research area with different directions. The quality of
services provided by the Library Staff at expected and observed levels has been
examined from the students using a modified version of the ServQUAL questionnaire.
Three factors and fitieen dimensions have been identified that arc appropriate to
explain service quality from students' perspectives. The findings revealed that
'overall service quality' afTects to 'frequency of library usc' and 'recommend others
to usc the library'. Conducting training programs and workshops for stan: establish
thc research help desk. have a session to introduce new concepts in the information
field in every month. maintain a system to get feedback continuously. resolve the
background issues to improve the services. and are important strategies for service
quality improvements. Findings revealed that as a whole. students arc generally
satisfied with the service provided by library staff of University of Moratuwa.
