Exploring the perceived level of satisfaction with the quality of library services in university libraries in Tanzania

Dativa Donati Kaishe-Mulungu; Consolata Angelo; Mugyabuso J.F. Lwehabura

doi:10.51867/ajernet.6.4.65

Authors

Dativa Donati Kaishe-Mulungu
ddkaishe@mzumbe.ac.tz
Mzumbe University, Tanzania https://orcid.org/0009-0004-7991-3255
Consolata Angelo Sokoine University of Agriculture, Tanzania
Mugyabuso J.F. Lwehabura Sokoine University of Agriculture, Tanzania

Keywords:

Library Users, Librarians Perception, Tanzania, University Libraries, Quality of Library Services

Abstract

This study explores the perceived level of satisfaction with the quality of library services (QLS) in university libraries in Tanzania. Specifically, the study analyzed the extent to which services influence library users’ level of satisfaction and assessed how users perceive their satisfaction with the quality of library services. The study was guided by the SERVQUAL model, and it used a cross-sectional research design. The population of this study involved academic staff, students, heads of higher learning institutions, directors of libraries, quality assurance officials, heads of departments in the libraries, and library staff, amounting to 64,988 and Simple random sampling and purposive sampling procedures were used to select 397 respondents and 68 key informants. Questionnaires and interviews were used to collect data and were analyzed using the Statistical Package for Social Sciences (SPSS) tool version 20 and content analysis for qualitative data. The key findings revealed that 75% of library staff were approachable, polite, friendly, empathetic, and available to respond timely to users’ needs. Moreover, 61.2% indicated that time provided for using the library was adequate for users, and results from binary logistic regression show that noise, poor photocopy services, lack of air conditioning, lack of weekend services, and early closing time had a statistically significant influence on users’ satisfaction with library services. Moreover, the study found that 38% opined that a good library provides users with advisory services; sufficient collection was mentioned by 33.8%. Seating arrangements and an attractive environment to learn were rated at 47.9%. However, 13% disagreed that a good library provides reservation/booking services. The study therefore concluded that library users were satisfied by the university libraries' services in terms of collection, environment, staff, facilities, and services provided. Library management should have a current collection/facilities, a conducive environment, trained staff, and adequate furniture.

Dimensions

REFERENCES

Akande, S. O. (2023). Postgraduate law students' attitude towards the use of electronic information resources in two universities in Nigeria. NAU Journal of Library and Information Science, 8, 54-70.

Alam, M. J., & Mezbah-ul-Islam, M. (2021). User satisfaction with library services in university libraries of Bangladesh. International Journal of Library and Information Science, 13(2), 12-25.

Albrecht, S. (2023). The safe library: Keeping users, staff, and collections secure. Rowman & Littlefield. https://doi.org/10.5771/9781538169612 DOI: https://doi.org/10.5771/9781538169612

Aminu, M., & Trivedi, M. (2022). Evaluating users' satisfaction of information resources and services in university library: A case study of Shrimati Hansa Mehta Library, the Maharaja Sayajirao University of Baroda, Gujarat, India. Library Philosophy and Practice, 11(8), 1-12. https://doi.org/10.21275/MR22803025907 DOI: https://doi.org/10.21275/MR22803025907

Antonia, B. D., Amy, P. A. A., & Williams, E. N. (2024). Torn between two worlds: Perceptions of the role, status, and career progression of librarians working in university libraries. The Journal of Academic Librarianship, 50(2), 102861. https://doi.org/10.1016/j.acalib.2023.102861

Ashilungu, M., & Onyancha, O. B. (2024). Faculty-librarian cooperation in collection development at the University of Namibia library, with special reference to electronic resources. Collection and Curation, 43(1), 1-15. https://doi.org/10.1108/CC-11-2022-0041 DOI: https://doi.org/10.1108/CC-11-2022-0041

Bachynska, N., Horban, Y., Novalska, T., Kasian, V., & Gaisynuik, N. (2024). University library information resources as a basis for enhancing educational and professional programmes in information, library and archival studies. Acta Informatica Pragensia, 13(1), 1-14. https://doi.org/10.18267/j.aip.123 DOI: https://doi.org/10.18267/j.aip.229

Bamkin, M. (2020). The moral obligation for interlibrary lending. Journal of Librarianship and Information Science, 52(4), 1-9. https://doi.org/10.1177/0961000619880956

Chandrakar, K. (2024). Introductory Library Science and Technology. Academic Guru Publishing House.

Cox, A. (2023). Factors shaping future use and design of academic library space. New Review of Academic Librarianship, 29(1), 1-17. DOI: https://doi.org/10.1080/13614533.2023.2196277

https://doi.org/10.1080/13614533.2022.2039244 DOI: https://doi.org/10.1080/13614533.2022.2039244

Dameria, C., Akbar, R., Indradjati, P. N., & Tjokropandojo, D. S. (2020). A conceptual framework for understanding sense of place dimensions in the heritage context. Journal of Regional and City Planning, 31(2), 139-163. https://doi.org/10.5614/jpwk.2020.31.2.2 DOI: https://doi.org/10.5614/jpwk.2020.31.2.3

Devi, G. R., & Bhatt, D. (2024). A comprehensive study on library service quality: Bridging user perception gaps and implementing effective improvement strategies. Library of Progress-Library Science, Information Technology & Computer, 44(3), 304.

Donkor, A. B., Asimah, A. P. A., & Nwagwu, W. E. (2024). Torn between two worlds: Perceptions of the role, status, and career progression of librarians working in university libraries. The Journal of Academic Librarianship, 50(2), 102861. https://doi.org/10.1016/j.acalib.2023.102861 DOI: https://doi.org/10.1016/j.acalib.2024.102861

Elias, J. D., & Lubua, E. W. (2024). The impact of usability, functionality and reliability on users' satisfaction during library system adoption. The Journal of Informatics, 1(1), 13-21.

Golder, P. N., Dekimpe, M. G., An, J. T., Van Heerde, H. J., Kim, D. S., & Alba, J. W. (2023). Learning from data: An empirics-first approach to relevant knowledge generation. Journal of Marketing, 87(3), 319-336.

https://doi.org/10.1177/00222429221129200 DOI: https://doi.org/10.1177/00222429221129200

Hamilton-Nixon, R. (2019). Academic libraries as third place: Spatial transformation of the library learning environments at the University of Johannesburg (Master's thesis, University of Johannesburg, South Africa).

Idowu, A. O., & Oso, O. O. (2022). Influence of library service quality on perceived librarians' image in selected private universities in South-West Nigeria. International Journal on Integrated Education, 5(4), 1-15. https://doi.org/10.31149/ijie.v5i4.2579

Ilako, C., Bukirwa, J. M., & Maceviciute, E. (2025). The library is my everything: Mapping the meaning of university library spaces in Uganda. The Journal of Academic Librarianship, 51(6), 103-145. https://doi.org/10.1016/j.acalib.2025.103145 DOI: https://doi.org/10.1016/j.acalib.2025.103145

Israel, G. D. (1992, November). Determining sample size: Program evaluation and organizational development, IFAS, University of Florida (PEOD-6). Florida Cooperative Extension Service, Institute of Food and Agricultural Sciences, University of Florida.

Kaishe-Mulungu, D. D., Lwehabura, M. J. F., & Angello, C. (2024). Library service provision for improved satisfaction among library users in selected university libraries in Tanzania. Regional of Information and Knowledge Management, 9(1), 11-28. https://doi.org/10.70759/eagr6379 DOI: https://doi.org/10.70759/eagr6379

Kaishe-Mulungu, D., & Lwehabura, M. J. F. (2025). Evaluation of ICT resources and barriers to adoption in improving library service delivery for higher user satisfaction in Tanzania. African Quarterly Social Science Review, 2(4), 169-179. https://doi.org/10.51867/AQSSR.2.4.16 DOI: https://doi.org/10.51867/AQSSR.2.4.16

Kaushik, D. K. (2022). Management of libraries in the new millennium. KK Publications.

Kekana, M. D., & Kheswa, S. E. (2020). The gap between user perceptions and expectations of students at the main library of the University of KwaZulu-Natal: Pietermaritzburg Campus. South African Journal of Information Management, 22(1), 1-9. https://doi.org/10.4102/sajim.v22i1.1195 DOI: https://doi.org/10.4102/sajim.v22i1.1195

Khan, D. K. M., Ali, M. K., & Sunil Kumar, R. (2019). Users' satisfaction on library and information resources, facilities and services: A case study in Vidyavardhaka First Grade College, Mysore. ResearchGate, 1-21.

Khan, S. A., & Bhatti, R. (2020). Factors affecting digital skills of university librarians for developing & managing digital libraries: An assessment in Pakistan. Library Philosophy and Practice, Paper 4230. https://digitalcommons.unl.edu/libphilprac/4230

Khan, S. A., & Shahzad, K. (2024). Key features of digital library management systems (DLMS) for developing digital libraries: An investigation from LIS practitioners in Pakistan. Journal of Librarianship and Information Science, 56(1), 29-42. https://doi.org/10.1177/09610006221127033 DOI: https://doi.org/10.1177/09610006221127033

Kim, J. A. (2018). Dimensions of user perception of academic library as place. The Journal of Academic Librarianship, 42(5), 450-460.

https://doi.org/10.1016/j.acalib.2016.06.013 DOI: https://doi.org/10.1016/j.acalib.2016.06.013

Kim, Y., & Yang, E. (2022). Academic library spaces and student activities during the COVID-19 pandemic. The Journal of Academic Librarianship, 48(4), 102529. https://doi.org/10.1016/j.acalib.2022.102529 DOI: https://doi.org/10.1016/j.acalib.2022.102529

Kiriri, P. N. (2018). Service delivery: The perceptions of users of library services in a private university in Africa. European Journal of Multidisciplinary Studies, 3(4), 221-231. https://doi.org/10.26417/275kuj79q DOI: https://doi.org/10.26417/275kuj79q

Kothari, C. R. (2014). Research methodology: Methods and techniques (3rd ed.). New Age International.

Mahmood, K., Ahmad, S., Rehman, U. S., & Ashiq, M. (2021). Evaluating library service quality of college libraries: The perspective of a developing country. Sustainability, 13(5), 1-15. https://doi.org/10.3390/su13052968 DOI: https://doi.org/10.3390/su13052989

Malik, S. A., Fatima, T., Jia, Y., & Pannu, H. (2024). The influence of library service quality, library image, place, personal control and trust on loyalty: The mediating role of perceived service value and satisfaction. International Journal of Quality & Reliability Management, 41(4), 1111-1129. https://doi.org/10.1108/IJQRM-05-2023-0167 DOI: https://doi.org/10.1108/IJQRM-05-2023-0167

Mbua, G. (2025). Assessment of user satisfaction with library services in selected university libraries in Tanzania. Journal of Information and Knowledge Management, 15(1), 44-59.

Mbughuni, A. S., Mtega, W. P., & Malekani, A. W. (2022). Exploring academic staff engagement in depositing locally produced research content in open access institutional repositories in Tanzania. IFLA Journal, 48(4), 523-537.

https://doi.org/10.1177/03400352211069157 DOI: https://doi.org/10.1177/03400352211069157

Merriam, S. B., & Tisdell, E. J. (2015). Qualitative research: A guide to design and implementation (4th ed.). Jossey-Bass.

Miao, Y., Chen, Z., Chen, Y., & Tao, Y. (2024). Sustainable architecture for future climates: Optimizing a library building through multi-objective design. Buildings, 14(6), 1877. https://doi.org/10.3390/buildings14061877 DOI: https://doi.org/10.3390/buildings14061877

Molson, A. R. (2022). Perception of postgraduate students towards the quality of library services provided at Mzuzu University (Doctoral dissertation, Mzuzu University).

Mubofu, C. (2023). Experiences, purposes, satisfaction and missing library services as predictors of library information services provision: A case study. Alexandria, 33(1-3), 64-79. https://doi.org/10.1177/09557490241244747 DOI: https://doi.org/10.1177/09557490241244747

Mubofu, C., Mambo, H., & Samzugi, A. (2020). Academic libraries and information resources preservation strategies: Past, present and the way forward. Covenant Journal of Library & Information Science (CJLIS), 3(1), 1-14.

https://doi.org/10.47231/YMKG7952 DOI: https://doi.org/10.47231/YMKG7952

Mulalike, W. (2015). A comparative study on customer satisfaction among public and academic libraries: The case of the national central library and Dr. Wilbert Chagula library, University of Dar es Salaam (Doctoral dissertation, University of Dar es Salaam).

Mushi, C., Mwantimwa, K., & Wema, E. (2020). Perceptions of librarians towards the adoption of embedded librarianship in Tanzania. University of Dar es Salaam Library Journal, 15(2), 21-38.

Mushi, C., Mwantimwa, K., & Wema, E. (2023). Librarians' competencies for implementing embedded librarianship in university libraries. Journal of Librarianship and Information Science, 55(3), 798-812.

https://doi.org/10.1177/09610006221104809 DOI: https://doi.org/10.1177/09610006221104809

Mwilongo, K. J., Luambano, I., & Lwehabura, M. J. (2020). Collection development practices in academic libraries in Tanzania. Journal of Librarianship and Information Science, 52(4), 1152-1168. https://doi.org/10.1177/0961000620907961 DOI: https://doi.org/10.1177/0961000620907961

Nzewi, A. N. (2023). Use of library and information resources among fresh students in university libraries in College of Health. Asian Journal of Education and Social Studies, 48(2), 123-130. https://doi.org/10.9734/ajess/2023/v48i21059 DOI: https://doi.org/10.9734/ajess/2023/v48i21059

Ofori, W. O., Markwei, E., & Quagraine, N. T. (2020). Marketing intangibles: The case of library services in higher education institutions. Library Hi Tech News, 37(3), 15-20. https://doi.org/10.1108/LHTN-11-2019-0085 DOI: https://doi.org/10.1108/LHTN-11-2019-0085

Oguntuase, M. O., Okhakhu, D. O., & Fasae, J. K. (2024). Leadership styles and collection development practices of librarians in academic libraries: A case of Ekiti State, Nigeria. Collection and Curation, 43(2), 1-15. https://doi.org/10.1108/CC-01-2024-0001 DOI: https://doi.org/10.1108/CC-01-2024-0001

Ojei, L. N., & Popoola, S. O. (2023). Users' perception of staff attitude as a determinant of effective library service delivery in federal universities in South-West Nigeria. Library Philosophy and Practice, 1-12. https://digitalcommons.unl.edu/libphilprac/7681/

Okello-Obura, C., & Ikoja-Odongo, R. (2019). User satisfaction with library services in East African university libraries. Library Philosophy & Practice. https://digitalcommons.unl.edu/libphilprac

Omar, A. M. (2023). Contribution of libraries in attaining sustainable development goal four in Zanzibar: 2018-2022 (Doctoral dissertation, The Open University of Tanzania).

Owusu-Ansah, S. (2024). Repurposing university library spaces for improved learning satisfaction: The moderating role of organizational size. Journal of Access Services, 21(2), 71-104. https://doi.org/10.1080/15367967.2024.2319196 DOI: https://doi.org/10.1080/15367967.2024.2319196

Pandey, G. P. (2024). Doing a literature review in English language teaching research: Practical suggestions. Access: An International Journal of Nepal Library Association, 3, 133-148. https://doi.org/10.3126/access.v3i1.69429 DOI: https://doi.org/10.3126/access.v3i1.69429

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multi-item scale for measuring customer perceptions of service quality. Journal of Retailing, 64(1), 12-40.

Peng, L., Wei, W., Gong, Y., & Jia, R. (2022). University library space renovation based on the user learning experience in two Wuhan universities. International Journal of Environmental Research and Public Health, 19(16), 10395. https://doi.org/10.3390/ijerph191610395 DOI: https://doi.org/10.3390/ijerph191610395

Riratanaphong, C. (2024). Assessing users' demand for library space: Insights from an architecture school. Journal of Architectural/Planning Research and Studies, 21(2), 361-386. https://doi.org/10.56261/jars.v21.267601 DOI: https://doi.org/10.56261/jars.v21.267601

Robinson, H. (2022). Advancing information literacy: Examining the impact of library programs in central academic libraries. International Journal of Research in Management Fields, 2(01), 1-5.

Saragih, B. A. P., Jamaluddin, & Mahyuni. (2021). Analysis of the influence of the quality of library services on library satisfaction. Scholars International Journal of Law, Crime and Justice, 4(2), 89-96. https://doi.org/10.36348/sijlcj.2021.v04i02.009 DOI: https://doi.org/10.36348/sijlcj.2021.v04i02.009

Shahzad, A., Hassan, R., Aremu, A. Y., Hussain, A., & Lodh, R. N. (2021). Effects of COVID-19 in e-learning on higher education institution students: A group comparison between male and female. Quality & Quantity, 55(1), 123-140.

https://doi.org/10.1007/s11135-020-01028-z DOI: https://doi.org/10.1007/s11135-020-01028-z

Simba, C. (2021). User perceptions of library service quality in private universities in Tanzania: A case of University of Iringa. Journal of Issues and Practice in Education, 12(1), 1-18. https://doi.org/10.61538/jipe.v12i1.911 DOI: https://doi.org/10.61538/jipe.v12i1.911

Tashakkori, A., & Teddlie, C. (2008). Mixed methodology: Combining qualitative and quantitative approaches. Sage.

Tribelhorn, S. K., & Young, C. (2022). Key performance indicators for assessing sustainability in academic libraries. Journal of Library Administration, 62(7), 1-15. https://doi.org/10.1080/01930826.2022.2056789

United Nations. (2022). The sustainable development goals report 2022. United Nations Publications.

United Republic of Tanzania. (2022). Higher education report. Tanzania Commission for Universities. https://www.tcu.go.tz/publications/higher-education-statistics

Vijayalatha, C. (2023). Enhanced and changing role of library and information professionals in the digital era. In Proceedings of National Conference on Exploring the Past, Present, and Future of Library and Information Science (p. 130).