Profiling of Postgraduate Students as a Framework for Service Quality in South African Academic Libraries
DOI:
https://doi.org/10.25159/2663-659X/15303Keywords:
user profiling, service provision, academic libraries, quality service, academic success, customised servicesAbstract
This article reviews literature on the importance of profiling library clients in the era of change in the information needs of university communities. The article emanated from the recommendations of a study that evaluated service quality in selected academic libraries in South Africa. A mixed-methods approach was used of which the quantitative approach was the dominant one. A survey design was used. The findings revealed that for academic libraries to be recognised and valued in their respective academic institutions in South Africa, they should be acquainted with the individual needs of their clients to provide a customised service. This article seeks to benefit libraries and librarians in the academic sector in South Africa and compel them to rethink their services, reposition themselves and ensure that they provide services that meet the needs and demands of their respective academic communities. It also seeks to assist academic libraries in strategies to be used in service provision that contribute positively to academic success among universities.
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