Malugu, Salome2026-02-162025APAhttps://scholar.mzumbe.ac.tz/handle/123456789/1943Master Dissertation in Library and Information ScienceCOVID-19 disrupted service delivery in all sectors including library service. However, not much is known about the impact of COVID-19 restrictions on library service provision especially to medical students in Tanzania and its impact on students' academic work. To fill this gap, this study assessed medical students’ perceptions of the quality of library services during COVID-19 at the University of Dodoma Library in Tanzania. The total population size of the study was 180 and the participants were selected by using the census technique. This quantitative study is guided by the SERVQUAL theoretical framework. Data was collected through self-administered questionnaires containing closed-ended questions. Questionnaires were distributed to 180 fifth-year medical students because they were the only class who experienced COVID-19 on campus. Quantitative data was analysed using descriptive statistics, focusing on percentages and frequencies, as well as mean and standard deviation. This was done by using SPSS version 27 software, and findings were presented in tables. The study findings established that 52.1% of medical students used library facilities and resources during COVID-19. However, 25% of respondents reported that printers, photocopiers, resting and visitors' waiting areas were not utilised. On average, 52.8% of respondents reported that reliable library services were provided and 41.6% of respondents indicated that medical librarians were responsive, offering efficient and prompt assistance. However, 35.5% of respondents were neutral regarding the timeliness of updates to the library website content. On average, 43.6% of respondents said medical librarians demonstrated competence and 50% of medical students said medical librarians demonstrated empathy in their service delivery. Overall, the findings show that although a majority of medical students engaged with library facilities and acknowledged the provision of reliable services, there are notable gaps in the utilisation of certain resources and in the perception of service quality. Although medical librarians were generally viewed as responsive, empathetic and competent, areas such as underutilised physical facilities and delayed updates to online content indicate opportunities for improvement in enhancing both the accessibility and effectiveness of library services during and beyond the COVID-19 period. The findings imply that the library management need to provide effective framework for library service providers to improve services and deliver quality services during a pandemic. This study contributes to the body of knowledge by providing empirical insights into the quality of library services during COVID-19.enCOVID-19 (Disease)—Impact on libraries—TanzaniaLibrary service quality—Evaluation—TanzaniaUser satisfaction in libraries—TanzaniaUniversity of Dodoma—Library servicesCOVID-19 (Disease)—Impact on academic libraries—Tanzania Distance library services—TanzaniaDigital library services—User perceptions—TanzaniaSERVPERF Model Gronroos Model of Service QualityThesis