A Mixed Methods Research Study Exploring Customer Satisfaction With the Quality of Service in University Libraries in Sri Lanka

Abstract

University library administrators in Sri Lanka, realising the necessity of complying with customer perception of high-quality service, have begun to search for alternative ways to satisfy their clientele on the basis of service quality. This study therefore aims to meet this need by developing a model to assess the extent to which service quality indicators may be used to predict customer satisfaction, from a service quality perspective. The research methods were “mixed methods of research,” which involved a combination of positivist and phenomenological inquiries that led to the use of qualitative and quantitative approaches in line with the purpose of the study, which was exploratory in nature and searched for causality. The model based on the performance-only paradigm and the linearity assumption between the constructs was found to be the best parsimony model that provided for enhanced predictive performance, calibration, and potential insight into attributes and domain relevance.