From Accessibility Provision to Quality Access: Service-Route Translation for Disabled Users in Academic Libraries

Haziah Sa'ari; Khairunnisa Johari; Al Bakri Mohammad; Faizatush Sholikhah

doi:10.21834/e-bpj.v11i38.8108

Authors

Haziah Sa'ari Faculty of Information Science UiTM Kampus Rembau, Negeri Sembilan
Khairunnisa Johari Faculty of Information Science UiTM Kampus Puncak Perdana, Negeri Sembilan
Al Bakri Mohammad Faculty of Information Science, Universiti Teknologi MARA, Kampus Rembau, Negeri Sembilan
Faizatush Sholikhah Archives and Records Management, Universitas Gadjah Mada, Yogyakarta, Indonesia

DOI:

https://doi.org/10.21834/e-bpj.v11i38.8108

Abstract

Academic library accessibility depends on how institutional provision supports disabled users across connected service encounters and academic tasks. This qualitative policy and document analysis evaluates 12 benchmark, institutional, and library documents concerning Perpustakaan Sultanah Bahiyah, Universiti Utara Malaysia (PSB/UUM), through a SERVQUAL-informed lens. Findings identify extensive tangible provision and weaker specification of service coordination, responsibility transfer, and follow-up after initial contact. The Provision-to-Participation Quality Access Framework links documented provision with functional access across academic tasks and frames autonomy, confidence, dignity, continuity, and belonging as quality-of-life implications requiring user-based assessment.

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