La Voz: Exploring The University Library

Las Johansen B. Caluza et al.
, International Journal of Research in Engineering, IT and Social Sciences

ISSN 2250-0558, Volume 6 Issue 05, May2016, Page36-49
La Voz: Exploring the University library

Las Johansen B. Caluza1, Devine Grace D. Funcion2,
Rommel L. Verecio 3, Jeffrey C. Cinco 4,
Micheline A. Gotardo 5, Lowell A. Quisumbing6
1,2,3,4,5,6
(Leyte Normal University)
Abstract: The school library is one of the services provided by the university where the students commit their time
in reading and taking the significant knowledge that requires a profound understanding of a problem given by their
Professors. In order to understand their lived experiences, this research employed the case study research design in
which it explored the experiences of 7 students in transacting the university library through in-depth interviews and
observations. A profound response from the respondents, both negative and positive impressions were discovered.
Among those were the library conducive to learning. However, the respondents suggest having more copies and
updated versions of the books. As a result, more books can be lent outside the university. It is empirical to say that
this finding needs the attention of the University officials in order to provide the best facilities conducive to learning
by the respondents.
Keywords: Qualitative, phenomenology, library services, customer satisfaction, expectancy disconfirmation theory,
quality service, Philippines
I.Introduction
The Library is the fountain of knowledge amongst students in the University. As defined by Merriam -Webster, a
lib rary is a place where books, magazines, and other materials (su ch as videos and musical recordings) are available
for people to use or borrow. It should provide adequate materials for learning and teaching. The librarians and
lib rary staff provides numerous services to users, addressing their diverse needs, characteristics and interests
(Simmonds, P. L., &Andaleeb, S. S., 2001). W ith the important services the library provides to students, faculty
members and other researchers becomes an indispensable unit in the academe ( Oloteo, R., &Mabesa Jr, H., 2014). It
is therefore expected that libraries should cater to the needs of its user by providing them with quality services. It is
through this that the informat ion needs of the academic co mmunity specifically students, lecturers, administrators
and other staff can be satisfactorily met (Popoola, S. O., 2008).
Universities in the Philippines follows standards set by the Commission on Higher Education (CHED). CHED
created min imu m standards for the library services that every Higher Education Institution’s (HEI) shall observe.
These requirements are stipulated in the CMO 25 Series of 2015 in which a Library should have the following: (1)
Internet Access, (2) latest versions of journals, magazines and periodicals published locally and internationally, (3)
have a seating capacity of at least five percent (5%) of the total nu mber of enrollees and a min imu m floor area of
two (2) sqm per seat, (4) should have enough books for students, at least one book for every 10 students, and (5)
access (with capability to read or print) to electronic library materials and electronic subscriptions.
Accrediting Agency of Charted College and Universities in the Philippines (AACCUP) is an organization that
accredits the curricular program of universities and colleges in the Ph ilippines. One of the areas assessed by
AACCUP is the Library. AACCUP Gu idelines for Area VII: Library is as follows: (1) Administration: there must be
a full-time, registered librarian with, at least, a Master’s degree in Undergraduate Teacher Education; (2) Personnel:
must have a sufficient number of staff to organize and maintain the collection for the clientele; (3) Collection
Develop ment, Organization and Preservation: the library resources should be adequate to serve the Institution’s
instructional and research needs; (4) Services: provide effective services to its clientele; (4) Physical Set-up and
Facilit ies: library should have a seating capacity of at least 15% of the combined total number of students and
academic staff at any given time; (5) Financial Support: adequate b udget to support its various activities and
services; and (6) Linkages: alliances/relationships with other libraries that could enhance the institution’s library
services.
The Leyte Normal University (LNU), Tacloban City is one of the State Universities in Region VIII. Its library caters
to both Undergraduate and Graduate students. The Undergraduate Library is manned by 6 staff, including the
University Librarian. They are the one who are responsible for providing the needed services and facilities to its
stakeholders. In today’s generation, the internet is a fast growing online resource for students. Nowadays, student’s
need not to be inside the library to do research or access library service. The need for new services combined with
www.indusedu.org Page 36
Las Johansen B. Caluza et al., International Journal of Research in Engineering, IT and Social Sciences
the expectation that traditional services will continue to be available demand a physical library, but also forces
academic libraries to examine new ways of providing the resources users require (MacWhinnie, L. A., 2003). To
address this, additional services and facilities were added by the university library. Students now have access online
resources like Britannica and Online Public Access Catalog (OPA C). But as to how efficient these added services
and facilit ies is still a concern. Academic librarians, like their colleagues throughout all of higher education, face
increased external pressure for accountability, ongoing internal commit ments to improvement (Keeling, et al. 2008).
It is on this premise that the research must be conducted to understand the perceptions of the library users as to the
people in-charge on the way they provide the needs of the readers and its satisfaction.
II.Review of Related Literature
The Library is a diverse unit of information with different services that is relied upon to fulfill the needs of the
understudies. Library resources such as catalogs, on-line subscriptions, journals and other learning materials should
meet student prerequisites. Thus, the demand for h igh-quality academic facilit ies must be the first priority; secondly,
the need for integration of technology in learn ing must be visible; then the customization of ICT with new and better
communicat ion modes (Gardner &Eng, 2005). In a Un iversity, the library as an instructive foundation is compelled
to organize advancement into the learning process; Internet services must be made available for the learners to mine
online references. Research and other relevant data are made available through a library site (Kiran, 2010).
As an important element, the library staff is the catalysts of strength (Balog, 2012). Ideally these providers should be
able to encourage and instill confidence to library users. Doing so, inspire learners and increases the staff’s morale.
The courtesy and knowledge of the library staff should not only extend to the intellec tuals or a selected few, but also
to those perceived as averaged (Jober, 2012). After all, it is said that a quality service rendered to all lib rary users is
among the core values of librarianship (Suki & Suki, 2013).
Library users are most satisfied with services and elements that fall in the domain of assurance, empathy and
responsiveness. These aspects must be continually developed further and perpetually. Providing excellent service to
customers entails the customers’ perception of satisfaction in order to meet the customers’ expectations
(Nejati&Nejati, 2008). This means that the library as a service p rovider must understand the user’s personal
impression of fulfillment on specific requirements to meet customer satisfaction.
Assurance is the most important factor that impacts customer satisfaction with the services rendered by the librarian.
The eagerness to help clients, availability of library staff to respond to queries, friendliness and courtesy, clear
lib rary signs, and staff’s prompt and active provision of services to users are among the most ideal strategies (Suki
& Suki, 2013). These are the exact traits that exist in excellent customer satisfaction where the primary goal is to
meet and provide the best possible service that a provider can offer to a customer even exceeding the customer
expectations.
In meeting user expectations, it is necessary to establish a communication channel and to have a regular discussion
with the users. Involvement of users in the development plan of library Infrastructure and services would certainly
improve the utilization of the library resources. Technological advancements provide the libraries capacity not only
to meet but also to exceed the user’s expectations. The technological applications in library, automation of the
lib rary functions, and invention of new technology based services offered some benefits (Pooja, 2014). Despite all of
these considerations, the emphasis of service should always be in the context of open minded dialogues with the end
users and learners for they are the same community in which the establishment of the library as a service provider is
founded. It is acknowledgment that clients are key accomplices in the foundation and will, actually, decide the
eventual fate of libraries. Collecting data fro m and about customers will help in the design and development of the
future mission critical work processes and service priorities of academic libraries many of which may not be in the
current portfolio or are not appropriately staffed and organized for the greatest efficiency. As these new
methodologies are examined, it is vital to recognize that they are part of a major cu lture change (Phipps, 2001).
To meet the users’ satisfaction in the library, the lib rary can adopt a defined classification sc heme on wh ich
materials can be organized systematically on the shelves, so that the users can use the scheme to locate materials
easily. The lib rary staff should be liberal in mind and attitude, offering help voluntarily, to encourage the users to
visit. The staff can also manage its objectives towards effective and satisfactory services to its clientele. These goals
may range fro m the selection of materials available to its users in order to give effective reference services, it is not
enough to know how best to organize the library for such services, the types of informat ion requested for and the
techniques of handling various patrons with their needs must be explored. The philosophy of the librarian must be
based on the concept of service and continue to struggle to collect and organize printed forms of recorded
knowledge in order to satisfy both present and future users. (Kefas, 2015).
To gauge the viability of library services, all academic libraries need to create plans or systems with respect to their
objectives, admin istration, and resource allocation. For these arrangements to be viably created and actualized, the
collection and evaluation of performance data is necessary. User feedback on how well services meet their goals
must be carefully studied and analyzed. The user assessment and satisfaction measurements will result in good
lib rary management. A SWOT (strengths, weaknesses, opportunities, threats) analysis can be conducted to modify
activities that will fulfill user requirements (Pooja, 2014). Essentially, good information sources must be readily
accessible; services should be fast, labor saving and comprehensive. Furthermore, more vigorous and effective
promotion of available library services must be followed, and the integration of database search systems in the
lib rary environ ment is considered most ideal to reach a desired outcome (Maughan, 1999).
However, because of the complexity and diversity of the library user’s needs, it is almost impossible to guarantee a
full user satisfaction in terms of library services. (Balog, 2012), states that dissatisfaction with regards to library
services can be subdivided into two groups regarding the actual cause of faults: the support and funds from the
administration like provision of co mputer equip ment, book materials, access to databases, reading rooms for group
study; and service aspects which can be imp roved by the library itself like the Open Public Access Catalogue
(OPA C), interlibrary loans, library instruction and process. In line with this are the services that involve expectation
and concerns regarding the delivery of respectful and caring services, like in the loan and return of books, customers
expect to be treated with dignity and regard. If this attributes are not present within the service parameters, it
somehow results to discontentment or frustration. The coordination of frameworks that bolster self-confidence on
informat ion seeking behavior must perform dependably. Catalog records, circu lation data and library loan
transactions ought to be precise and free fro m the mistakes that start disconfirming encounters. It is too difficult to
satisfy the expectations of a customer when they are clouded with doubt and mistrust. In like manner, the essential
equipment, for example, printers, photocopiers and computers must be accessible in satisfactory amount and execute
excellently when needed.
A study affirms that dissatisfaction may also originate fro m the lack o f self -reliance, absence of Ubiquity and ease of
access, and insufficient Hours of operation (Cook & Heath, 2001). Self- reliance in the context of library services is
the ability of a learner to develop their own techniques in information gathering and navigation of resources. It is
said that when users are unable to develop their self-reliance it results in dissatisfaction because it inhibits learning
and thus they continue to be dependent on the librarian and the staff to address their informational needs. Ub iquity is
the desire of a user to be able to acquire printed information locat ed inside the library to another place such as in
their home or abroad. Learners define Ubiquity as the ease of access to informat ion fro m anyplace, and the capacity
to store that information dig itally. When Ubiquity is not achieved, users are perceived to be disappointed with the
lib rary as they feel that they are denied and restricted.
Amidst all of these considerations, one must understand that Library users like university students are described to
be the most critical voice in assessing the quality of service that the institution can provide, thus it is but adequate to
identify the strengths and weaknesses of these voices in order to understand the actual sentiments and experiences to
produce a profound solution to their hopes and aspirations.
RESEA RCH QUESTIONS
This research would like to understand the quality service rendered by the University Library to the
respondents. Specifically, it seeks to answer the following questions:
1. What are the impressions of the respondents on the quality service ren dered by this office?
2. How do the facilit ies affect the respondents' opinions about the quality service of the office?
3. What are the attitudes of the respondents about the personnel in the office?
4. What are the opinions of the respondents in relation to processes and policy directions and implementation?
5. What are the suggestions of the respondents to improve the services rendered by this office?
III.Theoretical framework
In assessing the effectiveness of the Library Services and revealing the customers satisfaction towards these
services, the study is anchored on the theory of GA Ps Model of Service Quality (Parasuraman, et. al., 1985)
supported by the Customer Satisfaction (Kano, 1984).
Customers has expectations relative to the services they experience and use them to judge the quality of service. The
gaps model of service quality developed by Parasuraman, Zeithaml, and Berry (1985) and described by Zeithaml
and Bitner (2003) defines four basic gaps and leads to the fifth gap which is the overa ll perception of the customer’s
expectation and the perceived services. The first gap is the knowledge gap. It occurs when the management fails to
accurately identify the customers’ expectations. It is the difference between the expectation of the customers and the
perception to the management to the expectations of the customers. The second gap measures to how well the design
specifications of the service match up to the management perception of the customers’ expectations. This is reliant
on the belief of the management that the service important in meeting quality service. This gap is referred to as the
design gap. The third gap is known as the performance gap. It is the variation of the service design and the delivery
of the service. Since several individuals may perform the service the quality may be affected and variables involved
in the provisions of service may affect also. The fourth gap is the communication gap. It occurs when the service
delivered does not meet the promised service. The extent of communicat ion between the company and the agencies
that advertise service may affect the size of the gap. The last gap is the accumulation of the first to fourth gap. It is
the evaluation of the overall impression of the service rendered and the perceived s ervice.
The heart of the satisfaction process is the comparison of what was expected with the product or service’s
performance. In the Kano model there are three basic requirements that affect customer satisfaction (Kano, 1984).
The first one is the basic criteria of a product, the must-be requirement. If this requirement is not fulfilled customer
dissatisfaction will arise. On the other hand, fulfilling this requirement will only lead to not dissatisfied and will not
increase the customer satisfaction. The second is the one-dimensional requirement is the one that are demanded by
the customers. The level of customer satisfaction is proportional to the level of fu lfillment which means that when
the customer experience high level of fulfillment to the product or service rendered the higher the satisfaction level
is. The third requirement in the model is the attractive requirements. These are not clearly exp ressed by the
customers but fulfilling this requirement can cause unexpected delight to customers that lea d to more than
proportional satisfaction. However, not meeting this will not lead to dissatisfaction.
The services in the University Lib rary was evaluated by the students based on their experiences. Kano Model (Kano,
1984) was used to fully understand the greatest influence on the students satisfaction. The gaps model of service
quality was used to determine this requirement that affects the customer satisfaction and to determine the themes
among the responses of the respondents to generate pertinent informat ion in order to imp rove its physical facilities
and services.
IV.Methodology and Design
4.1Research Design
This study is anchored on Collaizzi’s phenomenological method of data analysis. As cited by Edward, K. L., &
Welch, T. (2011), the Co llaizzi’s seven step method are: (1) transcribing all the subjects’ description; (2) ext racting
significant statements; (3) creating formu lated meanings; (4) aggregating formu lated meanings into themes and
clusters; (5) developing an exhaustive description; (6) identifying the fundamental structure of the phenomenon and
(7) returning to participants for validation. Hence, the steps cited provides researchers an insights on how to present
an auditable decision trail and explore issues of rigor and trustworthiness.
4.2Research Procedure
The researchers sought approval fro m the University President for the determination of samples that will be
involved in the study. This was confined to all BSIT students of the university who were currently enrolled during
the second semester of school year 2015-2016. Purposive sampling was done with a total of 173 participants out of
391. Th is study employed using google forms with open-ended questions and a focus group discussions to seven (7)
respondents for the confirmat ion and validation of the data obtained from the 173 part icipants. Further, data was
analyzed using categories and themes for the purpose of grouping the responses.
4.3Research Reflexivity
The researcher’s objectives of conducting this study is to explore, d ig deeper and understand the kind of services
that the university provides to its students in the library t ransactions and operations. A new framework or paradig ms
may be suggested to the admin istration for the imp rovement of its services based on the result o f the study.
4.4Ethical Issues
This study reserved the right to protect against the name of the university in general and the participants involved in
the study to avoid misconceptions and impressions of the readers. Data derived fro m the respondents on the issues
and their respective views in relation to the subject, video recordings and photographs remained confidential.
IV. Results and discussions

Qualitative data were carefully processed through its methodology which was piloted first before the actual
procedure to gather reliable informat ion and validate the questions such as clarity, understandability, and
appropriateness (Creswell, 2013). The succeeding presentations were the results and discussions by themes.
Theme 1:“Impressions of the respondents satisfactions on the services ”. These are what is being delivered to the
respondents also known as communicati on g ap.
(Response 1): Sat isfied about the service.
(Response 2): Fair enough.
(Response 3): My impression to their service was quite satisfactory because the service needs more improvement
(Response 4): Not satisfied at all, because of slow process.

(Response 5): I’m not satisfied because so hot and not comfortable to read in the lib rary.
(Response 6): Slightly good, because sometimes it's hot inside the library.
(Response 7): Not satisfied because the process of borrowing books is not consistent and slow processing.
(Response 8): Less satisfied because some students make the library a place where they can sleep and Students are
so noisy inside the library that causes disturbances to those who study and read.
(Response 9): A bit disappointed because borrowing of books is time -consuming and most of the time books are not
available.
(Response 10): Not so good, because there is always the possibility that the book you want to borrow is not
available.
(Response 11): Not satisfied at all. The students are noisy and some are just sleeping.
(Response 12): The way they transact in that office is moderately satisfactory, because to be honest about it, they are
short tempered.
(Response 13): I’m not satisfied because so hot and not comfortable to read in the library.
(Response 14): Slightly good. Because my overall impression about this service, sometimes too slow.
(Response 15): My overall impression about the service rendered by the Office of the Library is that I’m satisfied
whatever transaction they rendered to me.
(Response 16): My impression about the Library Office was good, but sometimes the process is not satisfied with
regards to the students who borrowed books. That is why the availability of books is highly needed.
(Response 17): The way they transact in that office is moderately satisfactory for such reasons that they don’t have
the ample books to render the students for borrowing.
Positi ve Feedbacks on Service Facilities Environmental Issues
Satisfactory Poor ventilation Noise

Fair Availability of books
Negati ve Feedbacks on Service Attitudes of Personnel/Staff
Needs more Improvement Short Tempered

Not Satisfactory
Slow processing of books
Inconsistencies on the Book Loans Policies
Impressions of the respondents about the services rendered by the University Library were carefully articu lated.
Looking into the responses most of the respondents were basically having a negative impression resulting to
dissatisfactions from the services. It is said that dissatisfaction is likely to be intensified when the customers
encounter service failures repeatedly and the management do not show any updates or attempts for recovery the
failures (Jiang, Gretzel, & Law, 2010). A mong those that made them d issatisfied were slow processing of borrowing
of books that sometimes due to inconsistencies of policies in lending the books, the problem with the ventilation in
the library, noisiness in the library, and the short-tempered attitude of the library attendants. Dissatisfaction is a
stemming effect of poor service design and delivery (Siddiqui, & Sharma, 2010). However, other opinions of the
respondents articulately identified its personal impressions with “good”, “slightly good”, “moderately satisfied”, and
“satisfied”. This had its own qualitative description as to what is good when the office were able to meet certain
standards or when some pertinent needs of the students were able delivered by the office. While slightly good is
when the student encounters slow processing of lending books and other services rendered by the office where
processing is needed. Moderately satisfied is when the services of the office to the students is when there is a need
of ample books that can be borrowed. And satisfied is an indicator wh ich the office was able to meet successfully
the needs of the student during transacting the office. Serv ice quality comes with pivotal standards for satisfying
customers (Naik, Gantasala, &Prabhakar, 2010). These opinions of the respondents qualitatively described the
mean ing and they set standards of their satisfactions in effect these qualitative descriptions are very vital information
for other researchers like a statement in the findings in a study saying, it is imperative to find alternative
explanations in the interpretations of qualitative evaluation findings (Shek, Ng, &Tsui, 2010).
The gap being identified in this part is the co mmunication gap of the GAPs Model of Serv ice Quality. It is emp irical
to say that to measure the service quality is to understand the views of the clients qualitatively because these are the
actual experiences during transacting the office. The service quality is also closely tied to performance (Dabholkar,
2015). Sat isfaction of a client shows significant impact in the delivery of the service in a certain organization. To
show some of th is feedback describing satisfaction qualitatively were:
The way they transact in that office is moderately satisfactory, because to be honest about it, they are short
tempered. My impression to their service was quite satisfactory because the service needs more improvement. Not so
good, because there is always the possibility that the book you want to borrow is not available. Less satisfied
because some students make the library a place where they can sleep and Students are so noisy inside the library
that causes disturbances to those who study and read. Not satisfied at all, because of slow process. I’m not satisfied
because so hot and not comfortable to read in the library. Not satisfied at all. The students are noisy and some are
just sleeping.
These qualitative satisfaction level shows negative and positive emotions based on the intensity of the meaning and
concept of the responses. As a result, respondents experienced different positive and negative emotions in
connection with the service, and that these emotions influence s ervice satisfaction (Liljander&St randvik, 1997).
These emotions are connected to the outcomes trust or distrust mechanisms in customers exchange. It says that, trust
relates to positive and negative expectations also known as expectancy mean ing it is the e xpectations about the
intentions and or behaviors of the exchange partner (Singh &Sirdeshmukh, 2000). It is also presented in a study the
importance of emotions in measuring the service satisfaction. As a result, emotions has a significant impact in the
delivery of service expressing positively increases ratings in performance and quality service and feedback
(Grandey, 2003).
Theme 2:“Opinions of the respondents on the Facilit ies”. These are respondents’ expectations also known as
knowledge gap.
(Response 1): It is good, but there are times when it is noisy and not ventilated well.
(Response 2): My experience in the library was the temperature inside is hot, lacking chairs and tables for students .
(Response 3): There are problems with the Library’s ventilation.
(Response 4): So me books are not available.
(Response 5): What concerns me is the noise and poor ventilation inside the library whenever there are too many
students who use the library.
(Response 6): So me books are not available because they have only limited copies.
(Response 7): There are t imes the book I wanted to borrow is not available and also lacks tables and chairs.
(Response 8): So me books are not available, and they are almost damaged.
(Response 9): The library environment needs an improvement like ventilations, space, enough references, and tables
and chairs.
(Response 10): Good, but the facility in the library is poor, it 's too hot inside the library, lacks much of books.
(Response 11): Not all books are availab le and the ambiance is not conducive for learn ing, it ’s hot inside the library.
(Response 12): It’s good, but the availability of the books is limited and some of the books are outdated and the
space is really small you cannot focus on studying.
(Response 13): They organize the book properly, but the facilities are s mall enough for the students.
(Response 14): They lack aircon, somet imes the lib rary was hot inside.
(Response 15): They lack facilit ies and equipment inside the library. So me of the books should be replaced. It is
messy because the books are cluttered.
(Response 16): Very poor facility and when in terms of comfort inside the library is very hot and the availability of
the book is not so good.
(Response 17): There are some books that are not available in the library, so the I am looking for is sometimes not
there.
(Response 18): I can’t find the books I needed for my homework and other activities and it is very hot inside. They
must also provide more books, especially books for our BSIT students because they have only a few references
available.
(Response 19): It 's fine, but it should have more books and equipment especially co mputers. Maybe they should
provide some air conditioner or some fans because the place sometimes was hot. Also, imp rove collections of books
in the library and have a good transacting to the clients and have availability of books.
Facilit ies Environmental Issues
Poor ventilation Noise

Insufficient nu mber of chairs and tables
Availability of books
Damaged books
Insufficient nu mber of books
Outdated books
Facilit ies in a delivering unit or depart ment are vital factors to an excellent quality service. It is said that physical
facilit ies have a profound influence to consumers’ satisfaction (Greenwell, Fin k, &Pastore, 2002). Looking into the
perspective of knowledge gap fro m the GA Ps Model of Service Quality, it is the expectations of the customers based
on what is due to them and what has been promised. It is very evident from the series of resp onses that the facilities
that are expected in a library are lacking and needs improvement. Repetit ively fro m the transcript are the following
statements: poor ventilation, lacking of books, the availab ility of books, books is cluttered, books are outdated , small
space, and lacking of chairs and tables. A philosophical assumption made fro m a prev ious study says that indirect
effects are related to the relationship between service quality perceptions and consumers’ behavioral intentions
(Cronin, Brady, &Hu lt, 2000). Specifically, the question is whether service quality perceptions have a significant
indirect influence on behavioral intentions through value attributions and customer satisfaction. The absence of one
vital co mponent in a facility of a delivery unit greatly affects the quality of service which is vis -a-vis associated to
its customers’ behavior in terms of satisfactions, performance of the office, and the relationships between the client
and the delivery unit. In support, a study revealed that service quality is greatly affected by what to expect (facilit ies)
and the performance (personnel) resulting to either excellent or poor quality service (Brady, Cronin, & Brand,
2002). Furthermore, other sectors suggest that customer satisfaction and service q uality judgments involve
consumers comparing their prior expectations to actual service performance (Park, Robertson, & Wu, 2004). The
confirmat ion of the relations between customers’ expectations and performance really has an effect to quality
service. These statements were very vital inputs in improv ing the services rendered by the University Library
relative to the facilities they offer.
Theme 3:“Views of the respondents on the attitudes of the Personnel towards clientele”. These involve how the
quality service is/are being performed to its stakeholders and clientele also known as performance gap.
(Response 1):They are very approachable to the students.
(Response 2): The librarians and staff always did their very best just to satisfy the information needs of the clients.
(Response 3): They were approachable when the students ask them.
(Response 4): The personnel is that they are approachable.
(Response 5): They were approachable if only they would smile all the time.
(Response 6): The in-charge is sometimes not approachable
(Response 7): Some o f the personnel are unapproachable
(Response 8): Some o f the librarians are rude.
(Response 9): The service is good but some personnel are not approachable.
(Response 10): Sometimes the in-charge students there is strict.
(Response 11): Sometimes the personnel there is bipolar. Changing their attitude towards their client/s.
(Response 12): I think it would be very nice if the Chief Librarian is approachable and willing to answer simple
questions by their clientele inside the Library.
(Response 13): The employees sometimes are impatient
(Response 14): They should treat the borrowers more politely
(Response 15): I guess the librarians and library staffs should be more approachable.
(Response 16): They are rude to the student. They should not scold students who approach them somethi ng so nicely
whenever you’re in a bad mood.
(Response 17): Some personnel are not in the mood to approach the students.
(Response 18): Some of the attendant are angry even a little bit of mistake you did they will be angry.
Attitude of Personnel/Staff Expectations on the Attitudes of Personnel/Staff
Approachable Friendliness
Impatient Librarians should be approachable
Moody Polite
The attitudes of the Library Personnel were evaluated through asking opinions of the respondents who had a chance
to use the library. It is empirical to understand the views of the respondents about how these Library Personnel deals
with their clients. It is said in a linguistic decision -making method in dealing with the service quality that,
customers’ opinions have an influence on service quality (Chen, 2001). Based on the views of the respondents, the
first few opin ions revealed to be appreciative on how the personnel deal with them such as:
They are very approachable to the students.The librarians and staff always did their very best just t o satisfy the
information needs of the clients. They were approachable when the students ask them. The personnel are
approachable.
This indicates that these respondents experienced quality service relative to Personnel-Customer Relationships. In a
research, it revealed that for an organization to increase its positive feedback resulting to increase in profit,
emp loyees must establish excellent quality service to its clients because learning these relationships have been a
powerful way to deliver personalized offerings that creates a loyalty effect ( Nguyen, Simkin, &Canhoto, 2015).
Furthermore, these opinions confirm the relationships of performance and expec tations of the respondents
(Gudonaviciene&Rutelione, 2015). However, the performance gap that was found fro m the transcript shows the
most negative feedback about the attitudes of these personnel as encountered by these respondents. Among those
very striking opin ions were:
They were unapproachable, bipolar, rude, and impatient.
These opinions were even supported by the following statements:

They should not be changing attitudes towards clients, should not be angry, and should not scold the students.
Other opinions were suggestions on how these personnel should treat the students such as:
They should smile all the time, treat the borrowers more politely, and willingness to assist.
These repetitive attitudes of the personnel were indicators that there is an interpersonal skills and ethical behavior
that needs to be addressed. Interpersonal is relat ing to or involving relations between people (Interpersonal, 2016).
While interpersonal skills the skills used by a person to properly interact with others. Interpersonal skills include
everything from communication and listening skills to attitude and deportment (Interpersonal Skills, 2016). Good
interpersonal skills are a prerequisite for many positions in an organization. While ethical behavior is acting in ways
consistent with what society and individuals typically think are good values. Ethical behavior tends to be good for
business and involves demonstrating respect for key moral princip les that include honesty, fairness, equality,
dignity, diversity and individual rights (Ethical Behavior, 2016). These opinions were the identified performance
gaps that were very evident and were experienced by the clients. These gaps falls in ethics and social responsibility
which are expected in the any forms of organization, especially in business and other professional community
(Carrigan& Attalla, 2001). In -effect, service quality turns to be negative and as the quality of service is affected by a
single indicator. It is said in a research that negative deviance and or opinions have a negative consequences for the
entity and its affiliates and there is a need for a remodeling of organizat ion’s norms, attitudes, social values and
revisiting its ethical core values (Appelbaum, Iaconi, &Matousek, 2007).
Theme 4:“Opinions of the processes, policy directions and implementation.” These presents how well the service
design specifications match up to management’s perception of customer expectations relative t o process, policy
directions and implementations also known as design gap.
(Response 1): Easy to borrow a book in our library.
(Response 2): You have to wait for almost two hours before you can borrow book, it should not be like that.
(Response 3): They secure and organize the facilities in the library.
(Response 4): I just hate it when I need to borrow a book as soon as possible, because it is no t allowed due to time
schedule of borrowing book.
(Response 5): Make the library more organized so that transaction or searching books would be easier.
(Response 6): Well I suggest that to build more offices or to make anorganizational plan to make the process faster
with convenience.
(Response 7): Make a faster the services in the students and lessenthe penalty o f borrowing book.
(Response 8): I suggest them to extend the day of returning books once it isborrowed by a student.
(Response 9): I hope that next time they will allow us to borrow books for 1 week.
(Response 10): Ti me-consuming, because the allow borrowing transactions in a specific time that results to long
queue of students who wants to borrow books.
(Response 11): One thing I don’t like in our library is the photocopying area, it takes too long to accommodate the
students because they have only one photocopying machine.
(Response 12): Slow process.
(Response 13): The process o f borrowing books is not consistent.
Borro wing of Books Organization Policies
Approachable Books should be organized Inconsistencies on the Book Loans Policies

Impatient for faster retrieval Increase the number of days allowed for the
Moody Borro wing of books
Change of the schedule of allowing overnight
Book Loans
Services offered by a un it or depart ment must be given to the clients according to what is mandated, needs, and to be
expected in order to meet the basic requirements needed by the clientele. The management is responsible in proving
these expected facilit ies with extra amenities to have a positive feedback and or reviews fro m the clients. Once these
services are not given or even not in right timing, negative feedbacks and criticis ms may occur and this is what
design gap is referring. These expectations of customers, especially those who are often or frequent customers
developed quality standards and take decisions based on these standards and the organization have to learn to
identify, understand, and satisfy these needs (Gilio liRotondaro, 2002). Looking into the responses, it is very
common that the respondent’s encounters problem in processing and time needed for borrowing books. Among
those responses were:
It takes time to wait when borrowing books.
Slow processing of borrowing books.
Schedule of borrowing books.
Library organizat ion for easy of searching of books.
Extension of returning of books to avoid penalty.
Provision of the photocopying machine to avoid long queue and waiting time.
These opinions were very important in addressing the needs of the respondents. As shown in the responses,
respondents have several suggestions and opinions that the university library must address. This improvement as
suggested would mean to rev isit the citizens’ charter of the unit relative to policy direct ion and imp lementation. This
change must be performed in order to meet quality service. These services have three basic attributes to satisfy the
needs of the customers, these were physical facilities and process, people’s behavior, and the professional judgement
(Seth, Deshmukh, &Vrat, 2005). These attributes are intertwined with one another and they should be balanced. It is
said in the research that too much concentration in any one of the attributes may lead to disaster. In a separate
research shows a significant finding where an educational institution was evaluated based on the expectations of the
freshmen students on the services rendered by the institution. As a result, it shows that the respondents do not
consider the institution a “quality” institution (Joseph, Yakhou, & Stone, 2005). Moreover, a research revealed that
customers have high expectations on the processes and facilities including the performance, courtesy, honesty, and
other professional ethical norms (Mohsin& Lockyer, 2010).
Theme 5:“Suggestions and or comments of the respondents to improve the services rendered by the office”. These
represent the difference between expectations and perceived services, also known as stakeholders’ proposals.
(Response 1): Free access to the Internet for research purposes.

(Response 2): The ad ministration should allocate budget for the imp rovement of the library facilit ies and collections
(Response 3): It’s better to have a different area of the clients such as for a music lover who wants to read, more
computers for free internet source, mult imedia center and mo re air conditioning equip ment.
(Response 4): Books should be updated particularly in our field of study because as I have observed that the books
there are of old ed itions.
(Response 5): I suggest if maybe you redesign the library to make it more conducive to learning and provide more
books for references of the students.
(Response 6): I suggest that they need to have more co mputers, books and other references for their clients need.
(Response 7): Improve ventilation, so may I suggest that they should add Air-conditioning in the library, because it
is very hot there, and sometimes it is not already conducive in learning also they must add more b ooks that needed
by the clientele.
(Response 8): Improve the library environment (space & acco mmodation, lighting & ventilation etc.).
(Response 9): Need to add more facilities and it needs more space so that itwill be a conducive for learn ing to the
students.
(Response 10): Add mo re personnel to increase good quality services and the important thing is the PATIENCE.
(Response 11): The staff must be more strict because it is where the students can find silence when they want to
study.
(Response 12): The employee should smile to students.
(Response 13): Please repair your old use aircon because I think it’s only the bad service there.
(Response 14): So far, they are doing their job pretty well. Everyone that workin LNU library are able to give t heir
best effort to meet the expectation of the students.
(Response 15): So metimes they’re busy people. Only student assistants or whoever is available are facing the ones
who need the employee.
(Response 16): They always implement the Rules and Regulation inside the Library and that is a good thing.
(Response 17): Please expand the lib rary’s office t ime especially in lunch time, because most of the student used our
time in lunch break.
(Response 18): It should have an alarm o r a device that will warn students that are noisy. Be professional all the time
when dealingwith student.
Facilit ies Personnel
Free access to Internet Additional personnel

Allocation for more budget Strict ly imp lement Library Policies
Books should be updated Be friendly
Provisions for additional books

Additional computers
Improve ventilation and lighting
Library expansion
Alarm device for noise detection
Service quality is the most significant factor in ach ieving quality service. This involved customers’ Expectations and
management Performance (EP). Looking into the responses it very evident that expectations and the performance
need improvement. These improvements include policy and processes, facilities, and interpersonal skills of the
personnel. A mong those suggestions about respondents’ expectation were:
Free internet access, more computers for research purposes, availability of books, library lounge for a diverse
learners, library expansion, redesigning the library, improve the library environment (like ventilations, space, and
lighting), and alarm device for noise detection.
These suggestions were actually needs of the students in a university. In a recent study about the needs,
satisfaction, and library performance reveal that it is expected to have a diverse student and that the university has to
adopt this change by providing them what is needed in learning and student nowadays are shifting towards remote
use of references and increase importance of electronic resources (Hiller, 2001). Furthermore, the respondents also
suggested about some personnel performance and policy. A mong those responses were:
Personnel’s patience at all time, keep smiling when dealing with student, proper implementation of rules and
regulations in the library, expand library time like during lunch break, and full tolerance in terms of
professionalism.
Interpersonal skills are a factor in determining quality service. In a study about customers’ expectations, it
revealed that customers preferred stores where employees were polite, caring, honest, courtesy, and helpful to its
customers (Ghosh, Tripathi, & Ku mar, 2010).
Synthesis of Themes
Theme 1:“Impressions of the respondents satisfactions on the services ”. These services are being delivered to the
respondents also known as communication gap.
Theme 2:“Opinions of the respondents on the Facilities”. These arerespondents’ expectations also known as
knowledge gap.
Theme 3:“Views of the respondents on the attitudes of the Personnel towards clientele”. These involve how the
quality service is/are being performed to its stakeholders and clientele also known as performancegap.
Theme 4:“Opinions of the processes, policy directions and implementation.” These presents how well the service
design specifications match up to management’s perception of customer expectations relative to process, policy
directions and implementations also known as design gap.
Theme 5:“Suggestions and or comments of the respondents to improve the services rendered by the office”. These
represent the difference between expectations and perceived services, also known as stakeholders’ proposals.
The sentiments of the respondents have shown significant indicators in improving the services rendered by the
university library. It was identified that theme 1 on communication gap was just an effect of what are lacking as
identified in theme 2 which was the knowledge gap in which it is referring to the facilities needed in the lib rary. As a
result, the expectations of the respondents were affected. In addition to the effects of theme 2, theme 3 as its
performance gap was also affected. However, interpersonal skills were emphasized in the later discussion was being
developed during the preparation to professionalism means by the time we attend school, our interpersonal skills
were enhanced through actual experiences. As shown in the presentation of response s, it is affecting inter-intra
services as perceived by the respondents. Perceived value should be considered as a base in determining the
attributes of service quality and it is important to understand the views of the customers by enhancing value
perceptions in terms of the determinant attributes in service quality (Chen & Hu, 2010). Moreover, theme 4 also
known as design gap has shown significant inputs in policy direction and processes. These experiences of the
respondents relative to library transactions greatly affect the operation of the office, which in effect quality service
towards its clientele is also affected. Understanding the respondents’ expectations when transacting the office has a
significant contribution in determin ing further improvement of the services. Study shows that customers interpret
firmly on their response towards a service rendered prior to its expectations (Dawar&Pillutla, 2000). Theme 5
presents suggestions about the service quality rendered by the university library. It revea led the needs and what is
expected in the library both facilit ies and processes. It suggests that many things were needed to be improved in the
lib rary both for facilities and processes when transacting the office. As cited by Bendapudi and Leone (2003), it is
said that customers’ satisfaction has been shown to be influenced by both the outcome, and what they receive in the
relationships, and the processes. This means that respondents basically were influenced based on what they had
experienced and their needs in order for them to be able to perform what is expected from them like “reading books
conveniently, no hassle when transacting the library, and good relationships with peers in the library”.
This study has shown the significant factors why there is a need to discover the hidden information on expectations
and performance of a university library. The identified themes revealed to have profound opinions which implies
and suggest to further improvement of the services rendered by the office. These opinions of the respondents were
cannot be neglected by the University Officials, as these were their impressions of what the Library has and what it
has to offer. Sentiments are very powerful words in improving quality service. In recent research revealed the
importance of sentiments as individual reviews of customers were the actual experiences and valid, it gives positive
feedback and or negative feedback on a certain product which helps other customers before acquiring the same
products (Hu, Bose, Koh, & Liu, 2012).
V.CONCLUSIONS AND RECOMMENDATIONS

Profound cues for performance, facilit ies, and policy intervention has been drawn from the results which affect the
quality service of the University Lib rary. A mong those important and catching sentiments were an improvement of
the facilities and the processes and most importantly the interpersonal skills of the personnel in dealing its clients.
These attributes were identified as the most important factors in attain ing excellent service quality and the quality
service as a whole. The process and the result are can be used as the basis of other universities and college in
achieving the right services that can be offered to its clients.
VI.REFERENCES
Appelbaum, S. H., Iaconi, G. D., &Matousek, A. (2007). Positive an d negative deviant workp lace behaviors: causes,
impacts, and solutions. Corporate Governance: The international journal of business in society, 7 (5), 586-598.
Asubonteng, P., McCleary, K. J., & Swan, J. E. (1996). SERVQUA L revisited: a critical review of service
quality. Journal of Services marketing, 10(6), 62-81.
Bendapudi, N., & Leone, R. P. (2003).Psychological imp lications of customer participation in co -
production.Journal of marketing, 67(1), 14-28.
Brady, M. K., Cronin, J. J., & Brand, R. R. (2002). Performance-only measurement of service quality: a replication
and extension. Journal of business research, 55(1), 17-31.
Carrigan, M ., & Attalla, A. (2001). The myth of the ethical consumer -do ethics matter in purchase
behaviour?.Journal of consumer mark eting, 18(7), 560-578.
Casey, M. E., &Savastinuk, L. C. (2006).Service for the next-generation library. Library journal, 131(1), 40-42.
Chen, C. T. (2001). Apply ing linguistic decision-making method to deal with service quality evaluation
problems.International Journal of Uncertainty, Fuzziness and Knowledge-Based Systems, 9(supp01), 103-114.
Creswell, J. W. (2013). Research design: Qualitative, quantitative, and mixed methods approaches. Sage
publications.
Cook, C., & Heath, F. M. (2001). Users' perceptions of library service quality: A LibQUA L+ qualitative study.
Library Trends, 49(4), 548-584.
Cronin, J. J., Brady, M. K., &Hu lt, G. T. M. (2000).Assessing the effects of quality, value, and customer satisfaction
on consumer behavioral intentions in service environments.Journal of retailing, 76(2), 193-218.
Dabholkar, P. A. (2015). Ho w to imp rove perceived service quality by increasing customer part icipation.
In Proceedings of the 1990 Academy of Marketing Science (AMS) Annual Conference (pp. 483-487). Springer
International Publishing.
Dawar, N., &Pillutla, M . M. (2000). Impact of product-harm crises on brand equity: The moderating role of
consumer expectations. Journal of Marketing Research, 37(2), 215-226.
Edward, Karen-Leigh, and Tony Welch."The extension of Colaizzi’s method of phenomenological
enquiry."Contemporary nurse 39.2 (2011): 163-171.
Ethical Behavior (Def. 3).(2016). BusinessDictionary Online.Business Dictionary. Retrieved on 4/9/2016, fro m
http://www.businessdictionary.com/defin ition/ethical-behavior.ht ml
Gardner, S., &Eng, S. (2005). What students want: Generation Y and the changing function of the academic
lib rary. portal: Libraries and the Academy,5(3), 405-420.
GilioliRotondaro, R. (2002). Defin ing the customer's expectations in e-business.Industrial Management & Data
Systems, 102(9), 476-482.
Ghosh, P., Tripathi, V., & Ku mar, A. (2010). Customer expectations of store attributes: A study of organized retail
outlets in India. Journal of Retail & Leisure Property, 9(1), 75-87.
Grandey, A. A. (2003).When “the show must go on”: Surface acting and deep acting as determinants of emotional
exhaustion and peer-rated service delivery.Academy o f management Journal, 46(1), 86-96.
Greenwell, T. C., Fink, J. S., &Pastore, D. L. (2002).Assessing the influence of the physical sports facility on
customer satisfaction within the context of the service experience.Sport Management Review, 5(2),129-148
Gudonaviciene, R., &Rutelione, A. (2015).Decisions of Customers Loyalty Programs Format ion.Economics and
management, (14), 397-406.
Hiller, S. (2001). Assessing user needs, satisfaction, and library performance at the Un iversity of Washington
Libraries. Library Trends, 49(4), 605-605.
Hu, N., Bose, I., Koh, N. S., & Liu, L. (2012). Manipulation of online reviews: An analysis of ratings, readability,
and sentiments. Decision Support Systems, 52(3), 674-684.
Interpersonal (Def. 1). 2016. Meriam-Webster Online.In Meriam-Webster. Ret rieved on 4/9/ 2016, fro m
http://www.merriam-webster.co m/dictionary/interpersonal
Interpersonal Skills (Def. 2). 2016. Investopedia Online.Investopedia. Retrieved on 4/ 9/2016, fro m
http://www.investopedia.com/terms/i/interpersonal-skills.asp
Jaber Hossain, M., & Islam, A. (2012). Understanding perceived service quality and satisfaction: A study of Dhaka
University Library, Bangladesh.Performance Measurement and Metrics, 13(3), 169-182.
Jiang, J., Gret zel, U., & Law, R. (2010). Do negative experiences always lead to dissatisfaction? —testing attribution
theory in the context of online travel reviews. Information and communication technologies in tourism 2010 , 297-
308.
Joseph, M., Yakhou, M., & Stone, G. (2005). An educational institution's quest for service quality: customers'
perspective. Quality Assurance in Education, 13(1), 66-82.
Keeling, Richard P., Andrew F. Wall, RicUnderhile, and Gwendolyn J. Dungy (2008).Assessment Reconsidered:
Institutional Effectiveness for Student Success. International Center for Student Success and Institutional
Accountability.
Kefas G., (2015). A Survey of Users Satisfaction with Public Library Serv ices in Mubi, Adamawa State.IOSR
Journal Of Humanities And Social Science (IOSR-JHSS) Vo lu me 20, Issue 8, Ver. III (Aug. 2015), PP 52-57
Kiran, K. (2010). Serv ice quality and customer satisfaction in academic libraries: Perspectives from a Malaysian
university. Library Review, 59(4), 261-273.
Liljander, V., &Strandvik, T. (1997).Emotions in service satisfaction.International Journal of Service Industry
Management, 8(2), 148-169.
MacWhinnie, L. A. (2003). The in formation co mmons: the academic library of the future. portal: Libraries and the
Academy, 3(2), 241-257.
Maughan, P. D. (1999). Library resources and services: a cross -disciplinary survey of faculty and graduate student
use and satisfaction. The Journal of Academic Librarianship, 25(5), 354-366.
Mohsin, A., & Lockyer, T. (2010). Customer perceptions of service quality in lu xu ry hotels in New Delh i, India: an
exploratory study. International Journal of Contemporary Hospitality Management, 22(2), 160-173.
Naik, C. K., Gantasala, S. B., &Prabhakar, G. V. (2010).Serv ice quality (SERVQUA L) and its effect on customer
satisfaction in retailing. European Journal of Social Sciences, 16(2), 231-243.
Nancy K. Lankton and Harrison D. McKnight. (2012). Examining Two Expectation Disconfirmat ion Theory
Models: Assimilation and Asymmetry Effects. Retrieved fro m
http://aisel.aisnet.org/cgi/viewcontent.cgi?article=1599&context=jais
Nejat i, M., &Nejati, M. (2008).Service quality at University of Tehran central library.Library Management, 29(6/7),
571-582.
Nguyen, B., Simkin, L., &Canhoto, A. I. (Eds.). (2015). The Dark Side of CRM : Customers, Relationships and
Management. Routledge.
Oloteo, R., &Mabesa Jr, H. (2014). LIBRA RY SERVICES AND CUSTOM ER SATISFACTION IN STATE
UNIVERSITIES AND COLLEGES IN THE BICOL REGION.Journal of Philippine Librarianship, 33(1), 1-14
Park, J. W., Robertson, R., & Wu, C. L. (2004). The effect of airline service quality on passengers’ behavioural
intentions: a Korean case study. Journal of Air Transport Management, 10(6), 435-439.
Petr Balog, K., &Plašcak, B. (2012).Customer satisfaction at the Faculty of Ph ilosophy Library in Osijek,
Croatia. Performance Measurement and Metrics, 13(2), 74-91.
Phipps, S. (2001). Beyond measuring service quality: Learning fro m the voices of the customers, the staff, the
processes, and the organization. Library Trends, 49(4), 635-635.
Pooja, S., (2014). USER SATISFACTION A BOUT THE LIBRA RY SPACE, INFRASTRUCTURE FACILITIES :
A STUDY OF CENTRA L LIBRA RY, KM C .MANGA LORE Kasturba Medical Co llege Manipal University,
Mangalore.
Popoola, S. O. (2008). Facu lty awareness and use of library info rmation products and services in Nigerian
Universities.Malaysian Journal of Library & Information Science, 13(1), 91-102.
SaadAndaleeb, S., & Conway, C. (2006). Customer satisfaction in the restaurant industry: an examination of the
transaction-specific model. Journal of Services Marketing, 20(1), 3-11.
Sahu, A. K. (2007). Measuring service quality in an academic library : an Indian case study. Library review, 56(3),
234-243.
Sauerwein, E., Bailo m, F., Mat zler, K., &Hinterhuber, H. H. (1996). The Kano model: How to delight your
customers. In International Working Seminar on Production Economics, 1 (4), pp. 313-327. Innsbruck.
Seth, N., Deshmukh, S. G., &Vrat, P. (2005). Service quality models: a rev iew. International journal of quality &
reliability management, 22(9), 913-949.
Shek, D. T., Ng, C. S., &Tsui, P. F. (2010). Qualitative evaluation of the project PATHS: findings based on focus
groups. International Journal on Disability and Human Development, 9(4), 307-313.
Siddiqui, M. H., & Sharma, T. G. (2010). Measuring the customer perceived service quality for life insurance
services: An empirical investigation. International Business Research, 3(3), 171.
Simmonds, P. L., &Andaleeb, S. S. (2001). Usage of academic libraries: Role of service. Lib rary Trends, 49(4),
626-34.
Singh, J., &Sirdeshmukh, D. (2000).Agency and trust mechanisms in consumer satisfaction and loyalty
judgments.Journal of the Academy of marketing Science, 28(1), 150-167.
Suki, N. M ., & Su ki, N. M . (2013, February). Service Quality vs. Customer Satisfaction: Perspectives of Visitors to
a Public Un iversity Library. In Proceedings of World Academy of Science, Engineering and Technology (No. 74, p.
156).World Academy of Science, Engineering and Technology (WASET).

La Voz: Exploring The University Library

Transféré par

Informations du document

Titre original

Copyright

Formats disponibles

Partager ce document

Partager ou intégrer le document

Options de partage

Avez-vous trouvé ce document utile ?

Ce contenu est-il inapproprié ?

Droits d'auteur :

Formats disponibles

La Voz: Exploring The University Library

Transféré par

Droits d'auteur :

Formats disponibles

Las Johansen B. Caluza et al.

, International Journal of Research in Engineering, IT and Social Sciences

La Voz: Exploring the University library

IV. Results and discussions

(Response 4): Not satisfied at all, because of slow process.

Positi ve Feedbacks on Service Facilities Environmental Issues

Satisfactory Poor ventilation Noise

Negati ve Feedbacks on Service Attitudes of Personnel/Staff

Needs more Improvement Short Tempered

Facilit ies Environmental Issues

Poor ventilation Noise

Attitude of Personnel/Staff Expectations on the Attitudes of Personnel/Staff

These opinions were even supported by the following statements:

Borro wing of Books Organization Policies

Approachable Books should be organized Inconsistencies on the Book Loans Policies

(Response 1): Free access to the Internet for research purposes.

Facilit ies Personnel

Free access to Internet Additional personnel

Provisions for additional books

V.CONCLUSIONS AND RECOMMENDATIONS

Vous aimerez peut-être aussi