Readers’ Perceptions and Expectations about Quality Services in Engineering University Libraries of Balochistan


  • Muhammad Imran M. Phil Scholar, Department of Library Information Science, University of Balochistan Quetta
  • Abdul Baqi Assistant Professor, Faculty of Library & Information Science University of Balochistan Quetta



IT infrastructure, Library users, Quality Services, Suggestions, Information Literacy


The study intended to explore readers’ perceptions and expectations about quality of library services in engineering university libraries of Balochistan. In this the major focus related to reader`s perceptions and expectations is about service providing staff, facilities provided by the library as well as the accessing of information. University libraries have significant role in accomplishing overall institutional missions, the quality service cannot be provided without the understanding of reader needs and expectations. University libraries have essential role to satisfy the library reader needs and continues changes in technology readers expectations are increasing highly. This study is conducted using qualitative method; the questionnaire was developed on the bases of related literature, discussions with seniors and bases of previous studies to investigate the readers’ perceptions and expectations about quality services. The findings of the study revealed that insufficient space for group learning, less number of computer workstations, difficulties to access electronic databases, inadequate printed books, journals and IT infrastructure for speedy and easy services for readers.


Ameen, K. (2005). Developments in the philosophy of collection management: a historical review. Collection Building, 24(4), 112-116.

Arshad, A. (2009). User's perceptions and expectations of quality Punjab University Libraries' services. Unpublished M. Phil. Thesis. University of the Punjab, Lahore.

Bolton, R. N., & Drew, J. H. (1992). Mitigating the effect of service encounters. Marketing Letters, 3(1), 57-70.

Croft, R., & Bedi, S. (2004). eBooks for a distributed learning university: The Royal Roads University case. Journal of Library Administration, 41(1-2), 113-137.

Cronin Jr, J. J., & Taylor, S. A. (1992). Measuring service quality: a reexamination and extension. the Journal of Marketing, 55-68.

Crowley, G. H., & Gilreath, C. L. (2002). Probing user perceptions of service quality: using focus groups to enhance quantitative surveys. Performance Measurement and Metrics, 3(2), 78-84.

Ebbinghouse, C. (1999). Library Standards: Evidence of Library Effectiveness and Accreditation. Searcher, 7(8).

Green, J. (2006). Determining the reliability and validity of service quality scores in a public library context: A confirmatory Approach Unpublished PhD Dissertation, capella university.

Hernon, P., & Nitecki, D. A. (2001). Service quality: A concept not fully explored. Library Trends, 49(4), 687-708.

Hernon, P., & Whitman, J. R. (2001). Delivering satisfaction and service quality: A customer-based approach for libraries: American Library Association.

Hiller, S. (2001). Assessing User Needs, Satisfaction, and Library Performance at the University of Washington Libraries. Library Trends, 49(4), 605-625.

Jain, R. C. (1996). feasibility study for computerization of an academic library by jain 1996. Herald of library science, 35(1-2), 52-58.

Jiang, Y., & Lu Wang, C. (2006). The impact of affect on service quality and satisfaction: the moderation of service contexts. Journal of Services Marketing, 20(4), 211-218.

Kaufman, P. T. (2008). The library as strategic investment: Results of the Illinois return on investment study. Liber Quarterly, 18(3/4), 424-436.

Muddiman, D. (2000). Images of exclusion: user and community perceptions of the public library. Open to All?: the Public Library and Social Exclusion, 179-188.

Naz, Z. (2007). Use and usability of online public access cataloguing (OPAC) in Punjab University (PU) Library: A case study. Unpublished master's thesis, University of the Punjab, Lahore.

Orr, R. H. (1973). Measuring the goodness of library services: a general framework for considering quantitative measures. Journal of documentation, 29(3), 315-332.

Rafi, S. (2006). An appraisal of reference and information (RandI) services of Quaid-e-Azam Library: A case study. Master’s thesis, University of the Punjab, Lahore.

Sahu, A. K. (2007). Measuring service quality in an academic library: an Indian case study. Library review, 56(3), 234-243.

Scott, R. N. (1992). Library User Survey, Summary Report FY 1990-FY 1992: Russell Library, Georgia College.

Thompson, B., Kyrillidou, M., & Cook, C. (2007). User library service expectations in health science vs. other settings: a LibQUAL+® Study. Health Information & Libraries Journal, 24(s1), 38-45.



DOI: 10.5281/zenodo.7463750
Published: 31-12-2022

How to Cite

Imran, Muhammad, and Abdul Baqi. 2022. “Readers’ Perceptions and Expectations about Quality Services in Engineering University Libraries of Balochistan”. Journal of Quranic and Social Studies 2 (2):18-32. .