PurposeThe study aims to appraise the impact of service quality dimensions on user satisfaction in Bangladeshi public university libraries using structural equation modeling (SEM).Design/methodology/approachThis study developed an SEM method based on SERVQUAL, LibQUAL+ and SERVPERF instruments, including 30 items under five service quality dimensions and eight satisfaction items with the 7-point Likert scale to appraise the impact of library service quality dimensions on user satisfaction. For this purpose, a survey was carried out among 437 students, 52 MPhil/PhD researchers and 32 teachers of the nine selected public university libraries of Bangladesh through a structured questionnaire. The SEM approach included path analysis, confirmatory and exploratory factor analysis, as well as construct reliability and validity where user satisfaction was used as the dependent variable, and five service quality dimensions were applied as independent variables.FindingsThis model was identified as significant and clarified 58% of the total variation in user satisfaction. The study findings indicated that resources of the libraries, staff competence, demeanor approach and tangible facilities of the public university libraries have a significant impact on user satisfaction.Originality/valueAn initiative has been taken for the first time to ascertain the impact of library service quality on user satisfaction applying the SEM approach in Bangladesh. Moreover, it creates an avenue to prompt future studies on the structural relationship between user satisfaction and service quality dimensions in academic libraries globally.

Purpose The purpose of this paper is to develop a service quality assessment model for academic libraries using SERVQUAL and validate the model surveying teachers, students and researchers. Design/methodology/approach A model was developed, including 28 statements of five dimensions using the SERVQUAL instrument. It incorporated three segments, i.e. minimum service expectation, desired service expectation and actual service performance with a seven-point Likert scale. The minimum service expectation and desired service expectation appear at both ends of the tolerance zone, which represents the range of satisfactory service performance. A performance level upper tolerance zone could delight users, or service performance below the tolerance zone would cause dissatisfaction. A survey was conducted among 552 respondents from ten private university libraries of Bangladesh to validate the model. Findings Several statistical methods like Cronbach’s alpha (0.986), Bartlett’s test (0.001), rotation sums of squared loadings (74.26) in factor analysis, item loading (0.671‐0.839), commonalities (0.579‐0.859), Kaiser–Meyer–Olkin value (0.971), construct reliability (0.862‐0.910) and AVE value (0.510‐0.660) supported reliability and validity of the model. The actual service performance of all dimensions existed within the tolerance zone of the respective dimensions. Besides, the overall service performance (5.11) resided within the tolerance zone (4.73‐5.84), indicating the users were satisfied with the service provided by their libraries. Originality/value The model was developed in the current context of university libraries, which produced appropriate results. It will prompt further research on service quality assessment in academic libraries globally.

The study explored the ICT facilities and services at rural Non-Government Secondary (NGS) school libraries in Bangladesh. It identified the ICT literacy of NGS school library professionals known as assistant librarians. An exploratory method was used to ensure the best possible outcomes. Based on the interview and literature review in the qualitative phase, a questionnaire was developed for the quantitative phase and collected 86 responses using an online survey. Findings showed, most of the rural NGS school libraries do not have the ICT facilities and of those that do, they are insufficient in number to provide efficient services to library users. There was a lack of ICT skills among assistant librarians and most agreed that ICT literacy would increase the efficiency of their work and regarded it as an essential tool for school libraries. The study provides an analysis of the prevailing situation that helps in planning for policy makers and further in-depth research.

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This study identified the influential factors for adoption of OSILS in university libraries in Bangladesh. The survey was carried out among 196 library professionals from 14 private and seven public university libraries by a structured questionnaire which was adapted cautiously as per local arrangements after conducting a pilot survey. Factors for adoption of OSILS were analyzed by multiple regressions where overall satisfaction was used as dependent variable, and 14 factors for adoption of OSILS were applied as the independent variables. The entire model of regression analysis was established to be significant and revealed that cost-effectiveness, open source code, supporting community, backup and restore systems, easy to integrate with other software, and freedom from licensing fee significantly influenced library professionals to adopt OSILS. Moreover, an effort has been made for the first time to evaluate significant factors for adoption of OSILS in university libraries of Bangladesh that will prompt future research on OSILS.