Service quality and its impact on user satisfaction in Indian University Library

Abstract

Nowadays the technology is improving in a fast pace and the service sector is getting widely boomed. Consumers who are giving prior importance to quality consider several factors for choosing the service. Among them the service rendered by academic libraries also matter a lot because of the growth of digital libraries. The objective of this paper is to find factors which are more important for assuring the service quality in University Library. A case study has been conducted in a university library located in India. The SERVQUAL tools along with other parameters are considered for measuring the services. The focus is also given to emerging digital libraries. The questionnaire is developed to know the perceptions of students in University. The present study allows the librarians to benchmark their library with the current values of the dimensions of service quality. After detailed assessment and critical evaluation on all aspects of the case university library, the paper puts forward valuable and applicable suggestions to improve the current service quality status of the university library.