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Servqual Gap Analysis of User Satisfaction in Information Services for College Students in Zaria

Kayode Sunday John Dada, Jeremiah Orasemen Amahian, Tijjani Abubakar


The information provision of required quality and relevance is very important for the satisfaction of library users. Periodical assessment of the satisfaction of users is very essential to assess the utility of the resources and services of any information system catering to the students in colleges or universities. This article investigates service quality and user satisfaction of information services using traditional and electronic systems and methods provided to college students in Zaria to undertake measures to improve service delivery if essential.  Servqual Gap Analysis is used to assess the satisfaction level.  Student population taken as sample is limited to College Library Federal College of Education, Zaria. Findings revealed that the system ensures user satisfaction by periodical evaluation and effecting improvements based on findings. Authors recommend use of Servqual method to measure user satisfaction in all libraries in Nigeria for ensuring continuous quality service delivery to especially in education sector.  


Servqual, Gap Analysis, Library, Service, Quality, User Satisfaction.

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Informatics Studies Print Version:  ISSN: 2320-530X (Print)