An Assessment of Service Quality Standards in Service Provision Offered to Postgraduate Students in Selected University Libraries in South Africa

Abstract

The article sought to investigate the existing quality standards governing service being provided by academic libraries to improve and promote the quality of service offered in South African university libraries. Although these libraries are providing similar services to their constituencies across South Africa, it is crucial to set and document standards for service provision in South African university libraries. The study was conducted in selected academic libraries in South African universities. Although both quantitative and qualitative approaches were applied, the quantitative approach was predominantly used in executing the study. A survey was also applied as the study’s design. For academic libraries to offer effective service provision to the academic community, service quality standards should be developed and complied with by all academic libraries in South African universities. The study revealed that although academic libraries in South Africa provide similar services, there is, however, no documentation of standards for academic library service provision. Academic libraries in South Africa rely on the benchmarking of service provision developed by first-world academic libraries, thus applying international standards for service provision. It is hoped that this article will be beneficial to academic libraries in South Africa as it seeks to standardise service provision and promote adherence to the stipulated standards. The study adds value to the body of knowledge on academic library service provision.