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

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.