Research article · 2026
ASSESSMENT OF STAFF READINESS IN MEETING USERS’ INFORMATION NEEDS IN ACADEMIC LIBRARIES IN IMO STATE: A FRAMEWORK OF RESPONSIVENESS DIMENSION OF THE SERVQUAL MODEL
Abstract
Purpose: This study investigated staff readiness in meeting students’ needs in academic libraries in Imo State using the responsiveness dimension of the SERVQUAL Model. It was guided by three objectives and three research questions.
Design/Methodology/Approach: The study adopted a descriptive survey research design. The population of the study was 23,986 undergraduate students who are registered library users of academic libraries in Imo State. The sample size was 393 registered library users (undergraduate students) determined using Taro Yamane’s statistical formula, while a proportionate sampling technique was employed to determine the proportionate figure for each of the institutions. A rating scale titled “Staff Readiness in Meeting Users’ Information Needs Using the Responsiveness Dimension of the SERVQUAL Model scale (SRMUINRDSMS)” was used as instrument for data collection. Data obtained for the study were analyzed using descriptive statistics.
Findings: The results revealed that staff in academic libraries in Imo State are generally perceived as willing and responsive, indicating high efficiency in reactive and technical assistance but fail to proactively approach struggling students; that staff in academic libraries in Imo State are highly effective at providing immediate assistance, clear guidance, and prompt complaint resolution, while they fall short in maintaining staff availability during peak hours and keeping students updated on unresolved inquiries.
Implication: These findings imply that relying solely on a reactive service model creates gaps in user engagement and operational communication. Unless library managements address peak-hour staffing constraints and shift staff mindsets from passive assistance to proactive support, students may experience unaddressed challenges, leading to underutilized library resources and decreased user satisfaction.
Originality/Value: It was recommended, among others that academic library management should implement a proactive, and student-centered outreach strategy by training staff in mobile reference and active engagement techniques; and that academic libraries in Imo State should implement a communication-focused service model that optimizes peak-hour staffing and automates inquiry tracking to enhance service efficiency, reduce patron wait times, and improve overall satisfaction through data-driven academic support.
Keywords: Academic Libraries; SERVQUAL Model; Service gaps; Service Quality; Staff Readiness; Users' Information Needs; Staff development
Paper type: Empirical research
Keywords
Academic Libraries; SERVQUAL Model; Service gaps; Service Quality; Staff Readiness; Users' Information Needs; Staff development Paper type: Empirical research
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