Assessment of Library Service Quality at University of The Bahamas Libraries

Abstract

The 21st-century learner has changed the way that libraries are being used. Academic libraries must demonstrate their value to university governing boards, therefore, libraries must understand current user perceptions to be prepared for the future. Continuous assessment of library collections, space, and services provides data needed to understand and demonstrate the impact of libraries in academia. University of The Bahamas Libraries administered the web-based LibQUAL+® survey twice, first in 2008 and 10 years later in 2018, to assess users’ perceptions and to measure service quality. The survey designed by the Association of Research Libraries and Texas A&M University has been used globally by libraries to gain insight from their user communities. In the survey findings, library users highlighted a need for more computers, printers, and updated equipment, along with more current books and journals. The survey results also revealed that University Libraries had helpful staff who provided efficient service. Users perceived that the libraries’ information literacy sessions helped them gain skills allowing them to become more efficient in their academic pursuits. With the opening of two new library buildings during this period, the onsite use of resources increased significantly for both the Harry C. Moore Library and UB North Campus Library. Overall, the general satisfaction level of users increased in 2018.