Adopting SERVQUAL Model in Improving Digital Institutional Repository Information Services to Postgraduate Students at Universities in Meru County

Abstract

Service delivery in digital institutional repositories among university libraries has continued to demand multi-skilled workforce, competent and responsive employees who listen to customer’s needs. This implicates directly on the nature of service delivery by librarians towards meeting the needs of their clients. However, digital institutional repository service provision has been unsatisfactory. Hence, the study aimed to determine how adopting SERVQUAL model can improve digital institutional repository information services to postgraduate students at universities in Meru County. The specific objectives were: reliability, responsiveness, tangibility, empathy and assurance towards improving digital institutional repository information services to postgraduate students. The study was underpinned by the SERVQUAL model. It also adopted a mixed-methods approach and a concurrent embedded research design. The target population constituted university library head of sections and post-graduate students. A sample size of 91 post-graduate students and 10 heads of sections librarians was adopted. Purposive sampling was employed to get the head of section librarians and simple random sampling for sampling post-graduate students. Data was collected using questionnaires and an interview guide. Data quality was achieved by checking construct, content and face validity, while reliability was checked using Cronbach alpha. The mean and standard deviation were computed for descriptive statistics and multiple regression analysis, for assessing the overall applicability of SERVQUAL model in repositories. Thematic analysis was utilized for open-ended questions and interview data. Findings were presented using tables, figures and narrations. Findings indicated that digital institutional repository service provision was significantly affected by all components of the SERVQUAL model. The study noted that effective service provision at the institutional repositories section requires reliability, assurance, empathy, responsiveness, tangibility, promptness, politeness, courtesy and demeanor. These aspects are supported by knowledgeable staff, customer care, adequate ICT infrastructure, facilities and technology; customer awareness, adequate funding, and information resources. The digital institutional repository service provision was curtailed by inadequate ICT infrastructure, staff competencies, facilities, information resources; non-vibrant feedback platform, low bandwidth and frequent downtime of the institutional repository webpage. Other drawbacks included limited student awareness and lack of postgraduate diploma research projects. The study noted that effective digital institutional repository service provision requires concerted efforts of repository managers, university management, university librarians, Directorate of Postgraduate, students and faculty. The study recommends need for university libraries to retool their staff, revise repository policies to incorporate awareness creation, and lobby for increase of library budget to cater for training, purchase of equipment and furniture. Heads of libraries should advocate for ICT infrastructure and facility development. They should also liaise with ICT managers for acquisition, upgrading, and maintenance of repository technology, and solicit University Management financial support for acquisition of necessary infrastructure and facilities. The findings implicate on competencies and professional development of library staff, stakeholders’ involvement, ICT infrastructure development, physical facilities and revision of repository policy framework.