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Academic libraries have an innovative service called 'Research Support Service' to support institutional research. Under the research support service, the worldwide academic libraries provide a range of services. The library of Eastern University, Sri Lanka provides research support services since 2014. This paper investigates the research support service model of the library of Eastern University, Sri Lanka (EUSL). This investigation analysed the documents such as official correspondence, pamphlets, library home page and students' feedback. The research support service of EUSL library focused more on training the undergraduates in research related aspects by organising a series of sessions on students' requests. As an extension of the research support service, the library also has introduced the individual research consultation service, where the researchers as an individual or group meets the library professionals to get personal assistance on research. The feedback analysis showed that the undergraduates highly appreciated the service on its usefulness. Moreover, the service was commended by programme review of the university grants commission of Sri Lanka. There are challenges to implementing this service, such as lack of skills and capacity among library professionals, lack of human resources and physical facilities, the conventional mindset of library professionals and lack of proper marketing of library services. However, this was a successful service, and increased the recognition of the library and library professionals among students and faculty. In turn, library professionals were invited to higher-level committees to contribute to the institutional research. [ABSTRACT FROM AUTHOR]

A compelling argument raised by Bolton and Oliver, states that only customers' assessment of continuously provided services, which may depend on performance-only evaluation, deserves attention. As libraries are services provided continuously and considered in general to be a public service, it is important to research this issue. Thus this paper discusses four research problems based on quality domains, overall customer satisfaction, quality paradigm and the causality in the area of academic libraries in Sri Lanka. The paper concludes that the overall customer satisfaction is related to both satisfaction ratings in the form of gap scores and performance-only scores of quality domains, although the relationship between overall satisfaction and quality domains based on gap scores was weak, indicating statistical non-significance. The performance-only paradigm was found to be a statistically better paradigm, which produced significantly better predictors of overall customer satisfaction than the disconfirmation paradigm. Thus, all individual service quality domains, except Web services, were significant predictors of overall customer satisfaction in libraries. The study produced a final model based on the performance-only paradigm, with a linear relationship between customer satisfaction and service quality constructs in university libraries in Sri Lanka. [ABSTRACT FROM AUTHOR]

Around the world, libraries face the challenge of being underutilized, and special libraries in Sri Lanka in particular are no exception. Studies show that this can be overcome through marketing. Current study determines how marketing is applied in special libraries in the Colombo district, Sri Lanka and their future prospects in marketing. The study identifies the current marketing activities, marketing techniques and librarians' perception towards marketing in selected special libraries (n=50) in the Colombo district. Findings revealed that special libraries under study have a sufficient number of resources acquired and market opportunities available. However, it is assumed that unintentional marketing is been carried out in a majority of libraries as reflected by the absence of a marketing plan, absence of user surveys and lack of persuasive communication with parent organization for undertaking marketing. Most librarians give priority to promotional works such as conducting awareness programs, focusing on public relations, designing new information products and advertising library events and services. Techniques used for marketing were email lists, library website, seminar and workshops, traditional communication methods and social media. A majority of librarians were of the view that marketing concept can be applied to special libraries. Periodical collections, library spaces and infrastructure were identified as highly marketable resources. Other libraries are not considered as a challenge when employing marketing practices in their own library but respondents hold a mixed perception regarding how users would react to marketing practices if they are implemented in their libraries. Overall findings concludes that these libraries can break the boundaries and take up formal marketing if confronted with a proper market plan. [ABSTRACT FROM AUTHOR]