Text in English / The study sought to assess the quality of library services by investigating the gaps between various service quality variables using the LibQUAL, SERVQUAL and SERVPERF models. The pragmatic paradigm formed the basis of this study while the mixed methods approach was adopted. The convergent parallel mixed methods design where both quantitative and qualitative data collection methods and data were integrated was adopted. Using the side-by-side comparison style, both sets of data were separately analysed and presented. The results were then compared to establish if they confirm or disconfirm each other. Questionnaires were administered to 94 users of the library. To calculate the level of service quality, the study measured the service adequacy gap (SAG), service superiority gap (SSG), zone of tolerance (ZoT), and D-M scores. Followup focus group discussions (FGDs) were conducted to validate, supplement and further explore the issues that arose from data collected using the questionnaires. The findings revealed a gap between the users’ expectations and perceptions of service quality and that library services were not meeting users’ expectations. The users’ expectations exceeded their perceptions since all service quality scores (SAG, SSG, ZoT and D-M scores) were either low or negative. Generally, the library performed well in the dimensions that touch on human aspects of the library but did poorly in the aspects that touch on information collections, library space and equipment. There were no significant differences between the protocols, with the overall gaps between perceptions and desires being all negative. The findings of the FGDs confirmed those of the questionnaires. The study recommended that the Court should allocate resources in a way that ensures human aspects of the library remain at high levels of service quality, while the shortcomings on aspects of information control, library space and equipment addressed. However, while addressing the physical space aspects, the library should bear in mind that users did not rate them as important for their purposes. This means that the library will need to invest in electronic content that can be accessed remotely by users. In view of the findings, the study concluded by developing a service quality framework on quality improvement and its sustenance at the library and the Court at large. / Information Science / D. Litt. et Phil. (Information Science)

This study investigated the use and effectiveness of the East Africana Collection in the provision of information and resource for teaching and research at the University of Dar es Salaam, Tanzania. The East Africana Collection is mainly used as a source of obtaining information by students, lecturers and researchers in and off campus. The Collection's goal is to meet user needs and make available valuable materials and services for the purpose of supporting the learning, teaching and research needs of the University of Dar es Salaam community. Special collections in academic libraries especially in the so-called Third World countries have been suffering from financial constraints. The reduced government budget and the economic problems, have forced some special collections to operate ineffectively without any new incoming materials to supplement the old ones. The East Africana Collection of the University of Dar es Salaam Library which operates as a defacto national research collection in the country has also been affected by the government budget cut. In order to find out the use and effectiveness of the East Africana Collection in the provision of information and resource for teaching and research at the University of Dar es Salaam, Tanzania, a study sample consisting of 52 teaching and research staff was chosen from four faculties and three Institutes of the University of Dar es Salaam. The teaching and research staff was surveyed by means of a self-administered questionnaire to investigate the user satisfaction, availability of materials, resources and effectiveness of the services to cater for the information needs of users. Other information requested from respondents related to the East Africana services was library staff services and what problems teaching and research staff encountered when using the Collection's materials and services. A total of36 teaching and research staff (representing 64.9%) responded. The results were analysed manually. Content analysis was used to analyse open ended questions. The results were shown in the form of tables and elaborations. The study revealed that East Africana Collection had experienced heavy use of its materials, services and resources by both students, teachers and researchers within the University community and outside the campus. It is an indication that Collection usage among teaching and research staff was generally very high. However, the Collection faces the problem of lack of sufficient facilities and resources. Whatever the problems users experienced, the majority of the teaching and research staff were aware of the East Africana Collection and its information materials and services. Recommendations and suggestions for the future betterment of the services were made by both researcher and respondents with regard to the findings of the study and the literature reviewed. / Thesis (M.I.S.)-University of Natal, Pietermaritzburg, 2000.