IMPACT OF INTERNAL AND EXTERNAL FACTORS ON QUALITY OF SERVICES IN

UNIVERSITY LIBRARIES OF KHYBER PAKHTUNKHWA AND ISLAMABAD

USER’S QUESTIONNAIRE
Dear Sir/Madam,

I am conducting a study on the above topic for award of Ph.D. Degree from Department of Information
Management, University of Sargodha, Pakistan.

The study is being conducted to know the problems and related issues of library services of your
university. In order to improve your library services up to your expectations, it is required to understand
your perception about the current status of your library.

Your participation in this study by filling-up the enclosed questionnaire will be very valuable for its
completion. Therefore, I request you to feel free and give your open opinions. Answer as you feel.

I assure you that the information provided by you will be treated as strictly confidential and used only
for research purpose.

Thank you for your kind cooperation and sparing your valuable time.

Yours truly,
(HABIB.UR.REHMAN)
(Ph.D. Research Scholar)
E-mail: [email protected]
Contact No. 0333-9193295

QUESTIONNAIRE
PART 1: PERSONAL PROFILE

1 Gender: Male Female

6 Status of university: Public sector Private sector

PART 2:
Please rate the following statements 1 to 7 (Low to High), from “Strongly Disagree”
to “Strongly Agree”
Minimum Service Level—the number that represents the minimum level of service that you would
find acceptable (i.e. the minimum service level you consider acceptable).

Desired Service Level— the number that represents the level of service that you personally want (i.e.
the level of service you desire).
Perceived Service Performance—the number that represents the level of service that you believe our
library currently provides (i.e. the level of service being received).

You must rate all the three columns

PTO
Affect of Service Dimension
S# Details of Question My Minimum Service Level My Desired Service Level is Perceived Service Performance
is is
Low Moderate High Low Moderate High Low Moderate High
When it comes to ...
AS-1 Library staff instill confidence in users
1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7
AS-2 Library staff gives individual attention to
1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7
the users
AS-3 Library staff is consistently courteous
1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7
AS-4 Library staff is always ready to respond to
1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7
users' questions
AS-5 Library staff has knowledge to answer
1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7
users’ questions
AS-6 Library staff understands the needs of its
1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7
users
AS-7 Library staff is always willing to help users
1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7
AS-8 Library staff shows dependability in
1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7
handling users' service problems
Information Control Dimension
S# Details of Question My Minimum Service Level is My Desired Service Level is Perceived Service Performance
Low Moderate High Low Moderate High Low Moderate High
When it comes to ...
IC-1 Electronic resources of the library are
1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7
accessible from my home or office
IC-2 The web site of library enables me to
1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7
locate information on my own
IC-3 The library has printed materials, i need
1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7
for my work
IC-4 The library has electronic information
1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7
resources, i need
IC-5 The library has modern equipment that
let me easy access to the needed information 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7
IC-6 The library has easy-to-use access tools
1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7
that allow me to find things on my own
IC-7 The library makes the information easily
1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7
accessible for independent use
IC-8 The library has print and/or electronic
1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7
journal collections, i require for my work
Library as Place Dimension
S# Details of Question My Minimum Service Level is My Desired Service Level is Perceived Service Performance
Low Moderate High Low Moderate High Low Moderate High
When it comes to ...
LP-1 The library has space that inspires study
1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7
and learning
LP-2 The library has quiet space for individual
1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7
activities
LP-3 The library has comfortable and inviting
1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7
location
LP-3 The library is a getaway for study,
1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7
learning, or research
LP-4 The library has community spaces for
1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7
group learning and group study