Perceptions and Level of Service Quality in Central University Libraries in India: A Study
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Date
2016-11
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Publisher
INFLIBNET Centre, Gandhinagar
Abstract
The main objectives of the study is to investigate the level service quality in central university libraries
of India and to measures the perception of users as they relate to quality of information products
and services. Survey among library users was administered and data was collected with the help of
questionnaire.The questionnaire designed for the investigation of service quality in central university
libraries among research scholars and faculty members were administered. The questionnaire
comprises the modified SERVQUAL instrument developed by Parasuraman, et.at, (1998).It contains
six dimensions of quality services, i.e., reliability, responsiveness, assurance, access, communications
and tangibles. The scope of the research is limited to only seven central university libraries of
India.The mean score of each dimension shows that the perception of users about the service quality
dimensions in Central Reference Library of DU was highest as compare with other libraries. It shows
that research scholars and faculty member are very much satisfied with the services quality dimensions
Description
10th Convention PLANNER-2016, North-Eastern Hill University Shillong, Meghalaya, November 09-11, 2016
Keywords
Quality Management, Service Quality, University Library