This study examined the quality of service provided by the Mangosuthu University of Technology (MUT) Library from the perspective of the users of the library. It determined the gaps between users’ expectations and perceptions of service quality and it indicated the level of user satisfaction at the library. The identification of the gaps in the library services and the assessment results can improve service delivery. The intention of the study was to measure the users’ perceptions of the quality of the collections, personal services and facilities. The results will be used for service improvements and to make informed decisions concerning the quality of service that is offered at the MUT Library. The LibQUAL+™ instrument is being used by many libraries all over the world and is currently being used in South African libraries too. It helps librarians assess and improve library services, change organisational structure and market the library. The questionnaire is used to measure the gap between customer expectations for excellence and their perceptions of the actual services delivered by the library. The LibQUAL+™ instrument in this study was modified and simplified to identify these gaps. The instrument consisted of both open-ended and closed questions although the latter predominated. The three dimensions of service quality, that is, access to information, staff service and library facilities formed the core of the instrument. The research method used for this study was the descriptive survey. The population of the study consisted of both undergraduate and postgraduate students as well as academic and administrative staff. All faculties were represented. The stratified proportional sampling method was used and a sample of 1823 respondents were surveyed. Results were analysed using SPSS to determine the frequency of responses. The results are displayed using tables and graphs. The study yielded a return rate of 70.8% for students and 52.9% return rate for staff. An overall response rate of 69.5% was sufficient for data analysis. The results from this study indicate that there is definitely a huge gap between users’ expectations and perceptions of service quality at MUT Library. The extent of the gap varies depending on the individual services. All user categories had higher expectations than perceptions for most library services. The users’ expectations were not in keeping with their actual experiences at the library. Further, the findings of the survey indicated that the most problematic to users were library space, library facilities (for example, printing, photocopying and Internet access) and the inadequate and outdated book collection. Several insights gained from this study showed that users’ expectations were not met and many users had low perceptions of certain library services. The level of satisfaction varied among the different user categories. The staff affirmed that the overall quality of services were good while the majority of students affirmed that their satisfaction with the overall quality of library services was poor. Based on the findings, recommendations are presented to improve service quality and increase the level of user satisfaction at the MUT Library. / Thesis (MIS)-University of KwaZulu-Natal, Pietermaritzburg, 2009.

The purpose of this study was to evaluate the performance of the Pietermaritzburg Cluster of Theological Libraries, a network of theological libraries in an around Pietermaritzburg. The Pietermaritzburg Cluster of Theological Libraries is an association of the libraries of the Evangelical Bible Seminary of Southern Africa, St. Joseph's Theological Institute, the University of Natal, Pietermaritzburg, the Evangelical House of Studies, Anglican House of Studies and the Las Casa Dominican Community. The library network is a component of the Pietermaritzburg Cluster of Theological Institutions (PCTI). An analysis of literature related to resource sharing between libraries and the evaluation of information services was conducted. The performance of the Pietermaritzburg Cluster of Theological Libraries was evaluated primarily from the viewpoint of the users of the network. The research problem addressed in the study was: "Does the Pietermaritzburg Cluster of Theological Libraries meet its objectives and satisfies the needs of its users?". The research problem was broken down into three subproblems, namely: 1. Awareness of the target population of the existence of the Pietermaritzburg Cluster of Theological Libraries. 2. How much use is made of the Pietermaritzburg Cluster of Theological Libraries? 3. Overall performance of the Pietermaritzburg Cluster of Theological Libraries in meeting objectives. Site visits, document review, transaction records, questionnaire survey and interviews were used for data collection. A questionnaire, accompanied by a cover letter, was the main tool used in data collection. The questionnaire was administered to the primary targets, the theological students from the various institutions, to obtain data related to their awareness and understanding of the Pietermaritzburg Cluster of Theological Libraries (PCTL), whether they use the facility and the reasons for use of non-use, as well as the overall perception of and attitude towards the service by the users. Interviews were conducted with staff members from the various institutions to determine their usage of the library network. Major findings of the questionnaire survey were: a high awareness of the PCTL among the respondents, the majority of the lending were by the users from the University of Natal; the main reason for non-use of the network was that the home library is sufficient; majority of the respondents were satisfied with the regularity of the service, found the lending polices satisfactory or good and requested material usually or most often available; the service was generally seen as an advantage by the respondents because they have access to more materials; the long waiting period and the process of acquiring material were identified as problems; and a user education programme, interavailability of borrower cards and streamlining the process were suggested by the respondents. The transaction records reflected that the users of the University of Natal use the service most heavily. Of the requests submitted by the University of Natal, 40,32 % was for national interlending via SABINET. The delivery rate of the network is 86,58 %. It was determined that the users, although they have complaints about the network, are satisfied with the network and view it as an asset. The study proposed a combined user education on the activities of the library network, the inter-availability of tickets and/or a more regular service and improved access to the online union catalogue at St. Joseph's Theological Institute and the Evangelical Bible Seminary of Southern Africa. / Thesis (M.I.S.)-University of Natal, Pietermaritzburg, 1996.

The purpose of the dissertation was to evaluate the Russell High School library collection in meeting the curricula needs of learners. A study population consisting of 150 learners, 13 teachers, the librarian and Principal was surveyed by means of questionnaire and interview. Three types of questionnaires were used, one each for the learners, the teachers and the librarian. The Principal's interview was based on a checklist. Results were discussed in terms of frequencies and cross-tabulations of responses were made. Results are graphically displayed in the form of tables, pie charts and bar charts. The present situation of the library and its problems are discussed with regard to resources, the availability and suitability of the present collection, types of materials used, and satisfaction with the library by users as well as encouragement from teachers and the librarian to learners in the use of the library. The discussion was situated within the current requirements of Outcomes-Based Education as guided by Curriculum 2005 and 21. The study findings indicated that learners and teachers were satisfied with the library stock although a need for books, especially new titles, was identified. Learners and teachers felt that more books and better infrastructure for example, computers, television sets, and more space were needed. It was also revealed, however, that the budget was severely limited. These findings are discussed within the framework provided by a review of international, African and local school libraries. Recommendations for possible future services are made in the light of this discussion. / Thesis (M.I.S.)-University of Natal, Pietermaritzburg, 2001.

A participatory evaluation method used to evaluate development projects is applied to the public library. The Tholulwazi Library, Besters Camp, Inanda - the first library established by the Durban Municipal Library service in an informal settlement - is the case used in the study. The developmental context of public libraries in South Africa in the 1990s provided part of the justification for this approach. This context relates to community demands for libraries along with other development services, as well as claims of developmental and educational benefit used to motivate for public library funding. Diminishing public budgets and calls for efficiency and effectiveness in the public service, suggest the need to evaluate and demonstrate impact and community benefit. In addition a survey of the literature on library evaluation since the 1970s indicates that useful, easily applicable methods of library evaluation are unavailable to the practitioner, hence the justification for considering models developed in other sectors. This thesis surveys the library evaluation literature, and then looks to trends in the evaluation of social service and development projects and programmes. An approach which combines a systematic and objectives-oriented approach, effected by a participatory methodology is selected and applied to the Tholulwazi Library. The evaluation takes place via a questionnaire survey of a group of library users (students), a use register and library counter-based survey; supplemented by existing population data on the Besters area. A work group consisting of library staff and user representatives, facilitated by the author, conducted the evaluation. The evaluation results reflect on the validity of library planning, and quantify and qualify the extent and type of use of students users, and the benefit derived. These results are analysed in relation to library objectives, and the coincidence or deviation commented upon. Recommendations for action in the management of Tholulwazi Library are given, as well as recommendations applicable to the planning and establishment of new libraries in other informal settlements and townships. Suggestions as to further use of this evaluation approach are given, in addition to comments on the relevance and applicability of the methodology. These focus on the strategic and managerial benefit of demonstrating a link between library resources and activities (funded by public moneys), to use and user benefit. The use of a participatory methodology is shown to be technically necessary in demonstrating this link, as well as politically strategic. Valid and appropriate decision-making by management needs input from all levels, hence the value of utilising 'multiple realities' of all groupings involved with delivery at a particular service point, in such an evaluation. The approach used suggests a more conscious approach to management of libraries generally. It points to specific, periodic reflection on and analysis of the role of the library as a social institution and the societal problems addressed. This includes analysis of the library environment, focusing on existing and potential target groups. The analysis applies in relation to conscious planning procedures, as well as ongoing monitoring and periodic evaluation of endeavours. / Thesis (M.I.S.)-University of Natal, Pietermaritzburg, 1997.

A participatory evaluation method used to evaluate development projects is applied to the public library. The Tholulwazi Library, Besters Camp, Inanda - the first library established by the Durban Municipal Library service in an informal settlement - is the case used in the study. The developmental context of public libraries in South Africa in the 1990s provided part of the justification for this approach. This context relates to community demands for libraries along with other development services, as well as claims of developmental and educational benefit used to motivate for public library funding. Diminishing public budgets and calls for efficiency and effectiveness in the public service, suggest the need to evaluate and demonstrate impact and community benefit. In addition a survey of the literature on library evaluation since the 1970s indicates that useful, easily applicable methods of library evaluation are unavailable to the practitioner, hence the justification for considering models developed in other sectors. This thesis surveys the library evaluation literature, and then looks to trends in the evaluation of social service and development projects and programmes. An approach which combines a systematic and objectives-oriented approach, effected by a participatory methodology is selected and applied to the Tholulwazi Library. The evaluation takes place via a questionnaire survey of a group of library users (students), a use register and library counter-based survey; supplemented by existing population data on the Besters area. A work group consisting of library staff and user representatives, facilitated by the author, conducted the evaluation. The evaluation results reflect on the validity of library planning, and quantify and qualify the extent and type of use of students users, and the benefit derived. These results are analysed in relation to library objectives, and the coincidence or deviation commented upon. Recommendations for action in the management of Tholulwazi Library are given, as well as recommendations applicable to the planning and establishment of new libraries in other informal settlements and townships. Suggestions as to further use of this evaluation approach are given, in addition to comments on the relevance and applicability of the methodology. These focus on the strategic and managerial benefit of demonstrating a link between library resources and activities (funded by public moneys), to use and user benefit. The use of a participatory methodology is shown to be technically necessary in demonstrating this link, as well as politically strategic. Valid and ii appropriate decision-making by management needs input from all levels, hence the value of utilising 'multiple realities' of all groupings involved with delivery at a particular service point, in such an evaluation. The approach used suggests a more conscious approach to management of libraries generally. It points to specific, periodic reflection on and analysis of the role of the library as a social institution and the societal problems addressed. This includes analysis of the library environment, focusing on existing and potential target groups. The analysis applies in relation to conscious planning procedures, as well as ongoing monitoring and periodic evaluation of endeavours. / Thesis (M.I.S.)-University of Natal, Pietermaritzburg, 1997.