AN ASSESSMET OF INSTITUTIONAL READINESS FOR ENHANCED SERVICE QUALITY: A CASE STUDY OF FEDERAL UNIVERSITY LIBRARIES, IN NORTHEAST, NIGERIA

Abstract

This study examined institutional readiness and service quality in Federal University Libraries in Northeast Nigeria. The study is guided by two objectives and two research questions, the study assessed the level of institutional readiness and the quality of services provided. The study is anchored on the Resource-Based View (RBV) Theory by (Barney, 1991) a correlational research design was adopted. The population comprised 2,141 participants, including 57 librarians and 325 registered users across three federal university libraries. Data were collected using a self-designed questionnaire and analyzed with descriptive statistics (frequency counts, percentages, means, and standard deviations). Findings revealed that while institutional readiness demonstrated strengths in repository support, interlibrary collaboration, and conducive reading spaces, it showed gaps in modern ICT infrastructure and funding. Service quality was rated generally high, with cleanliness, respect for users, staff responsiveness, professionalism, and timely service ranked positively. The study recommends enhanced financial support through increased budget allocations for infrastructure and resource acquisition, strengthened by strategic funding proposals and oversight. Additionally, libraries should collaborate with ICT departments to invest in advanced technologies, ensuring reliable internet and modern digital systems to improve access to electronic resources and sustain high-quality services.