Abstract:
Survey of 614 users of the University of Colombo Library system using a modified version of SERVQUAL was carried
out to ascertain the views of library users about the service level. They were asked to assess the actual service delivered by
the library; to establish the importance of the service to them as users; and, to identify to what extent the service met their
expectations. Exploratory factor analysis with Varimax rotation was employed to identify underlying dimensions of service
quality of the Library and the best predictor of the overall service quality of the University of Colombo Library was
identified by regression analysis. Finds that the service quality of the University of Colombo Library System was
represented by seven dimensions and the best predictor of the overall service quality was the dimension referred to as
“Collection and Access”. This is the first user survey conducted in University Libraries in Sri Lanka to assess the service
quality through user perspectives, discovering service quality factors.
