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© Proceedings of the Ruhuna Quality Assurance Sessions 2021 (RUQAS 2021)
st
21 September 2021

validity of the data. Total Cronbach’s alpha for each questionnaire (CC- 0.819, DC- 0.890, AC- 0.850,
PSQ- 0.835 and USQ- 0.839) verified the accepted reliability level of the data.

Respondent’s ratings against each survey item were calculated according to the scale value (1-7) and
summated against the respondent. Then the average score per each key variable (CC, DC, AC, PSQ,

and USQ) was calculated by dividing the sum of the score for the variable by the number of

respondents. Averages for key variables (CC, DC, AC, PSQ, and USQ) were summated to obtain the
total per university library (Table 1). The results indicate that the agility capabilities and competitive

capabilities are higher than the dynamic capabilities in all libraries and the service providers’
perception of service quality is higher than the users’ perception of services quality (Figure 2). Yet,

agility capabilities and competitive capabilities showed variations among libraries.

150

100 CC ave.
DC ave.

50 AC ave.

PQ ave.

0 UQ ave.
ULib- ULib- ULib- ULib- ULib-5 ULib- ULib- ULib-
1 2 3 4 6 7 8

Figure 2: Perceived resource capabilities and perceived service quality in university libraries
To determine the overall integrated quality level per university, firstly, the maximum possible score

per each key variable was calculated by multiplying the maximum scale value (7) by the number of
survey items (16x7=112, 14x7 =98, 16x7=112, 22x7=154, and 22x7=154) and summated the products

together (112+98+112+154+154= 630). Secondly, the total score per university library

(CC+DC+AC+PSQ+USQ) was divided by the maximum possible score (630) according to the
following formula.

CC average + DC average + AC average +PSQ average + USQ average
,

ISQ =
630
where,

ISQ= Integrated service quality, CCaverage = average score for competitive capabilities,
DCaverage = average score for dynamic capabilities,

ACaverage = average score for agility capabilities,
PSQaverage = average score for providers’ perception,

USQaverage = average score for users’ perception.
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