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University library administrators in Sri Lanka, realising the necessity of complying with customer perception of high-quality service, have begun to search for alternative ways to satisfy their clientele on the basis of service quality. This study therefore aims to meet this need by developing a model to assess the extent to which service quality indicators may be used to predict customer satisfaction, from a service quality perspective. The research methods were “mixed methods of research,” which involved a combination of positivist and phenomenological inquiries that led to the use of qualitative and quantitative approaches in line with the purpose of the study, which was exploratory in nature and searched for causality. The model based on the performance-only paradigm and the linearity assumption between the constructs was found to be the best parsimony model that provided for enhanced predictive performance, calibration, and potential insight into attributes and domain relevance.

This chapter explores what Human Rights Literacy (HRL) involves and how it establishes and develops improved rights of the citizens supportive to social justice in the society. People with different cultural backgrounds have the fundamental right to be literate members of society. However, due to various cultural influences, this right is somewhat restricted to certain individuals. For example, girls' education has become controversial in some lands. There are still instances in some cultures where people of all walks of life, such as LGBTI, Blacks, Indigenous people, migrants, etc., are helpless in the face of their rights. Thus, legal literacy and its unique component of human rights literacy are essential to ensure the protection of human rights. A theoretical framework is eventually drawn up by summarising the findings of the study.

This study investigates how the Theory of Motivated Information Management influences adolescents' sexual information-seeking behaviour and their satisfaction with the information they find. A cross-sectional investigation that purposively selected and surveyed 128 adolescents in the Matara District of Sri Lanka using a semi-structured questionnaire was designed. The variables such as high-risk sexual behaviour, having a partner or not, sexual curiosity, computer self-rated proficiency, sex of the adolescents, self-rated English proficiency, Uncertainty Discrepancy anxiety and self-efficacy were used to inquire about the contributing effects on adolescents' sexual health information seeking behaviour. The findings reveal that the most important sexual health information for adolescents is the information related to “high-risk sexual behaviour” and “sexual curiosity”. Boys are more likely to engage with sexual health information in a positive way than girls. The results further validate the TMIM framework. The orientation of associations between model variables has been consistent with past studies, particularly the negative relationship between anxiety and efficacy. Adolescents expressed difficulties in obtaining health information, including difficulty determining the quality of information and the lack of appropriate health information, highlighting the need for effective measures in this area. To overcome these barriers, the Ministries of Health and Education, the National Library, the Academic Library System and particularly medical/health libraries in universities, and the National Youth Services Council should plan easily accessible, outcome measurable, and appropriate opportunities and training through their official centres and institutions.

University library administrators in Sri Lanka, realising the necessity of complying with customer perception of high quality service, have begun to search for alternative ways to satisfy their clientele on the basis of service quality. This study therefore aims to meet this need by identifying business domains in the university library setting to assess the extent to which service quality domains may be used to predict customer satisfaction, from a service quality perspective. Domain identification of service quality was carried out with a sample of 262 subjects. Accordingly, seven domains–affect of service personnel, building environment, collection and access, furniture and facilities, technology, service delivery and web services–were statistically tested to be confirmed as potential business domains of service quality. Whilst not detracting from preceding research studies conducted in the field, this study has demonstrated significant implications for researchers and library administrators in understanding the importance of individual business domains within the specific service spectrum of university libraries, in order to provide ultimate satisfaction for customers with a quality library service.

Globalization has made a remarkable impact on the university education system, and the Internet has become the core resource for universities to make their facilities and opportunities available globally. University Web sites are increasingly used for a wide variety of purposes. The evaluation of universities based on their Web performance was introduced by Cybermetrics Lab as the "Webometric Ranking of World Universities" (WRWU), and this ranking system has become a popular way of measuring university excellence.

There is a trend in universities to utilize e-learning to improve the quality of learning activities of campus based students. The objective of the study was to find out the IT students’ perceptions towards e-learning. The population of the study consisted of five hundred and twenty five students. Stratified random sampling was used to select the sample elements from the study population. A questionnaire was administered to two hundred and twenty six students. A total of hundred and fourty five complete questionnaires were selected for the analysis. More fourth year students are uncertain on the helpfulness of the course management systems in improving exam results. More students who use computer facilities only at the University and students who do not have a computer have negative perception on their ability to learn in an elearning environment, usefulness of online resources for learning and the availability of opportunities to share and discuss subject matters with other students. Journal of the University Librarians Association, Sri Lanka, Vol. 16, Issue 2, July 2012, Page 160-178 DOI: http://dx.doi.org/10.4038/jula.v16i2.5206

Continuous improvement of customer (user) service is essential to successful development of business in today’s highly competitive, dynamic and complex business environment. There is no exception from it for philanthropic areas including libraries. Thus, this paper reviews the existing literature related to customer satisfaction in relation to service quality to identify the research issues and implications to establish further research avenues in the field. The study revealed that there is a consensus among service marketing researchers on the causal sequence/order of the concepts of customer satisfaction and service quality. Through conceptual improvement and empirical findings of past studies, most researchers have concurred on the fact that quality judgments cause satisfaction, leading to the finding on service quality being the antecedent of customer satisfaction. The formation of satisfaction in relation to service quality is generally based upon some significant theories identified in the literature and it recognised two dominant theoretical paradigms, disconfirmation and performance-only, which can be duly used for modelling customer satisfaction through the service quality perspective in organisations, enabling them to perform possible customer-led service quality evaluations. Secondly, the review more closely examined the potentiality of the prevalent service quality and customer satisfaction models which have been applied in the field of library and information services, such as SERVQUAL, SERVPREF and LibQUAL, understand the customer satisfaction process in the context of service quality. These models were, however, not adequately qualified to confirm their strong applicability for the modelling of the satisfaction process in libraries. Finally, the review concluded with fourteen research issues and their implications relating to library services in demonstrating the void of the prevailing body of knowledge, for new research avenues. Keywords: Customer satisfaction; User satisfaction; Service quality; User services; Library marketing; User modelling DOI: http://dx.doi.org/10.4038/jula.v15i1.3188 Journal of the University Librarians’ Association of Sri Lanka, Vol.15, Issue 1, June 2011; 23-82

Access to fresh international research is a prerequisite for meaningful research endeavor. With the objective of providing online scholarly information, the e-Information service was established in 2003 and it was quickly became the hart of the library services and a catalyst for change and collaboration. The e-Information service of the University of Colombo's leading edge resource based teaching and learning facility, provides a collaborative interdisciplinary environment where campus wide access is granted. Identification of CSFs and degree of user satisfaction towards the e-Information service were the objectives of this study. The method of collecting data was informal discussions with 10 postgraduate students, 05 undergraduate students and 8 lecturers who were familiar with using e-resources and where comfortable using IT in FGS, Education, Arts and Science faculties. Physical observations in e-Resource centers were also made. The data collection was preliminary focused on four key areas namely Infrastructure, Support, Resources and Patrons. Conducting e-Information Literacy Development Programmes, enhancing resource sharing activities, strengthening e-information acquisition and delivery procedures were important suggestions.DOI: http://dx.doi.org/10.4038/sllim.v2i2.441 Sri Lankan Journal of Librarianship and Information Management Volume 2, No.2 pp. 1-12 The full text of this article is available on the NILIS website.

This paper reviews the prevailing literature on Knowledge Management in banking industries. The purpose of KM is to value to information resides in organizations resulting value addition to their tasks and ultimately to approach competitive advantage. Most common KM applications identified in the banking industries are risk management. Customer Relationship Management/Marketing (CRM), performance evaluation etc, Decision Support Systems (DSS), data where houses and data mining are rapidly growing techniques in this particular sector. However, most banks around the world do not use comprehensive knowledge management systems while other financial organizations in the same disciplines do. Keywords: Knowledge Management, Ban king Industries, Information Management doi: 10.4038/jula.v12i0.329 Journal of the University Librarians Association of Sri Lanka (Vol. 12) 2008 p.68-84

This study aimed at establishing service quality determinants which may affect customer satisfaction in university libraries in Sri Lanka. Using the literature, 113 service quality determinants were identified. These were then reviewed by eight focus groups in four different universities. Forty of the determinants were perceived to be applicable to their context. The participants also added 14 quality requirements which they thought were not provided for in the list. Finally, the content and face validity of the 54 determinants were evaluated by a panel of experts who ultimately reduced them to 50. This study recommends the use of the identified quality determinants by library administrators and policymakers in the higher education sector in Sri Lanka to gauge the levels of customer satisfaction and assure quality of service.

University library administrators in Sri Lanka have begun to search for alternative ways to satisfy their clientele on the basis of service quality. This article aims at providing a theoretical model to facilitate the identification of service quality attributes and domains that may be used to predict customer satisfaction from a service quality perspective. The effectiveness of existing service quality models such as LibQUAL, SERVQUAL and SERVPREF have been questioned. In that regard, this study developed a theoretical model for academic libraries in Sri Lanka based on the disconfirmation and performance-only paradigms. These perspectives were considered by researchers to be the core mechanism to develop service quality/customer satisfaction models. The attributes and domain identification of service quality was carried out with a stratified sample of 263 participants selected from postgraduate and undergraduate students and academic staff members from the faculties of Arts in four universities in Sri Lanka. The study established that responsiveness, supportiveness, building environment, collection and access, furniture and facilities, technology, Web services and service delivery were quality domains which can be used to predict customer satisfaction. The theoretical model is unique in its domain structure compared to the existing models. The model needs to be statistically tested to make it valid and parsimonious.

This paper discuses the user perceptions and expectations of postgraduatestudents of the University of Colombo towards the e-information literacy skillsdevelopment programme conducted by the library. Data was collected from 21individuals through semi-structured questionnaire using gap theory. Overall,students satisfy with the quality of the programme and found threeimpediments to develop the service such as staff attitude, lack of mentoringand high customer demand.