{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,5,4]],"date-time":"2026-05-04T20:51:41Z","timestamp":1777927901530,"version":"3.51.4"},"reference-count":62,"publisher":"SAGE Publications","issue":"1","license":[{"start":{"date-parts":[[2016,12,27]],"date-time":"2016-12-27T00:00:00Z","timestamp":1482796800000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/journals.sagepub.com\/page\/policies\/text-and-data-mining-license"}],"content-domain":{"domain":["journals.sagepub.com"],"crossmark-restriction":true},"short-container-title":["Journal of Librarianship and Information Science"],"published-print":{"date-parts":[[2019,3]]},"abstract":"<jats:p>The purpose of this paper is to report on an investigation of the service quality of the Aga Khan University library in Kenya. The total quality management philosophy which forms the basis of this report has been demonstrated by the use of SERVQUAL, a user-based assessment tool, in the evaluation of service quality. The research was conducted among 123 Aga Khan University library users \u2013 nursing and medical faculty and nursing and medical students \u2013 with an aim to investigate the quality of its services based on the satisfaction of library users with the services and as expressed by and based on users\u2019 expectations and perceptions. The data was gathered through the SERVQUAL structured questionnaire and a 63% response rate was realized. The findings generally established that the expectations of Aga Khan University library users are higher than their perceptions. The results also show that there are service quality gaps in a number of services offered by the library.<\/jats:p>\n                  <jats:p>This research is deemed important as there is lack of information showing libraries in Kenya having involved library users in service quality evaluation through the use of objective and user-based tools. Thus this paper may lead to libraries in Kenya embracing objective measurement tools for the evaluation of library service quality. It is hoped that this article will contribute to a better understanding of philosophies such as total quality management in an academic library environment in developing countries, users\u2019 expectations and perceptions of quality.<\/jats:p>","DOI":"10.1177\/0961000616679725","type":"journal-article","created":{"date-parts":[[2017,12,31]],"date-time":"2017-12-31T07:30:34Z","timestamp":1514705434000},"page":"123-136","update-policy":"https:\/\/doi.org\/10.1177\/sage-journals-update-policy","source":"Crossref","is-referenced-by-count":18,"title":["Evaluating library service quality at the Aga Khan University library: Application of a total quality management approach"],"prefix":"10.1177","volume":"51","author":[{"given":"Nasra","family":"Gathoni","sequence":"first","affiliation":[{"name":"Aga Khan University, Kenya"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Thomas","family":"Van der Walt","sequence":"additional","affiliation":[{"name":"University of South Africa, Pretoria, South Africa"}],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"179","published-online":{"date-parts":[[2016,12,27]]},"reference":[{"key":"bibr1-0961000616679725","unstructured":"Aga Khan Development Network (2007) AKU in East Africa. 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