Measuring library service delivery quality using SERVQUAL to predict intention to revisit Delta State Polytechnic Library, Ogwashi-Uku, Nigeria

Ogochukwu T. Emiri, PhD, CLN and Florence Nwanne Olise, CLN
Keywords: Behavioral intentions, library service delivery, revisit intentions, service delivery, service quality, and SERVQUAL
Journal of Library Services and Technologies 2022 4(2), 86-101. Published: December 30, 2022


Abstract

This study assesses the service delivery quality using SERVQUAL to predict library users' intention to revisit Delta State Polytechnic Library, Ogwashi-Uku, Nigeria. Ultimately, the survey helps improve the quality of library services by informing the development and rollout of initiatives that address the concerns voiced by the polytechnic community. The working population of the study was 4545 library users in Delta state Polytechnic, Ogwashi-uku. A sample size of 354 was achieved using Wimmer and Dominick's sample size calculator. Direct data collection using a Questionnaire from Delta state Polytechnic libraries in Delta state, Nigeria, was the primary data collection method. The results of the assessment showed that DSPG library service quality has a significant effect on library users' intentions to revisit. Perceived reliability as a service quality positively affects library users' intentions to return, while assurance and empathy have the slightest positive influence. The study concluded that Library users who are assured and perceive library service as reliable, responsive, empathic, and tangible are more likely to revisit the Library. Therefore, working recommendations were made.