Role of quality management for service delivery in an academic library at a South Africa tertiary institution
| dc.contributor.author | Rammala, Hunadi Betty | |
| dc.date.accessioned | 2026-01-13T07:02:33Z | |
| dc.date.available | 2026-01-13T07:02:33Z | |
| dc.date.issued | 2025 | |
| dc.description.abstract | Quality management (QM) aims to continuously improve the quality of services and processes of an organization. Often is not big innovations, but customer-centric approaches to properly meet their needs. To sustain a desired degree of excellence, all necessary activities and tasks must be managed for quality. The advent of the 21st century and its dynamic information environment has changed the way libraries provide service with new technologies introduced in the Library and information services (LIS) sector. The goals of the study were to examine and acquire an understanding of quality management (QM) in academic libraries and the impact it has on service delivery in the fourth industrial revolution (4IR). The study aimed to investigate the role of quality management in service delivery in an academic library at a South Africa tertiary institution. The study identified the QM practices, QM techniques, and areas used by the librarians to provide and improve service delivery. The study further measured the benefits of QM and the challenges faced by librarians when providing service delivery. This case study adopted a positivist paradigm and an explanatory sequential mixed method approach using a web-based questionnaire and telephonic follow-up interviews to collect data. The research site was the three academic libraries forming the library and information service of a South African tertiary institution in the Limpopo Township Turfloop. Data was collected using an online questionnaire completed by 32 librarians and interviews were conducted with two librarians and a library manager. Collected data were analysed through descriptive statistics and thematic data analysis. Findings reflect that librarians are aware of QM practices and techniques, and they are striving to ensure that quality services are delivered. Challenges faced are insufficient budget, staff development and training, ICTs as well as an inadequate collection and library space. The study recommends an intensive study on the improvement of service delivery – in particular the policies and procedures needed - at this academic library to accommodate the needs and demands of users, especially considering the emerging fifth industrial revolution. | |
| dc.identifier.uri | https://hdl.handle.net/10566/21674 | |
| dc.language.iso | en | |
| dc.publisher | University of the Western Cape | |
| dc.subject | Quality | |
| dc.subject | Management | |
| dc.subject | Service Delivery | |
| dc.subject | Academic Library | |
| dc.subject | South Africa | |
| dc.title | Role of quality management for service delivery in an academic library at a South Africa tertiary institution | |
| dc.type | Thesis |