You are here

Home » Content

Quality of Services Rendered by University Libraries: An Empirical Investigation

Journal Name:

  • Trends in Information Management

Publication Year:

  • 2010

Key Words:

Author NameUniversity of Author
Abstract (2. Language): 
Libraries need to continuously monitor changing aspirations and expectations of users in order to tailor their service offerings. Intense competition offered by the e-resources has made it imperative for the libraries to continuously innovate or perish. In order to identify current status of satisfaction with the library services, a likert scale questionnaire containing 32 items on various aspects of service quality, adapted from SERVQUAL was administered to 100 users and 20 members of library staff of two universities in Punjab. Independent sample t-test, ANOVA, Pearson Correlation, Linear regression analysis were undertaken. Findings reveal no significant difference among library users on the basis of age, educational qualifications and gender. However, a significant difference lies between the users and the providers on various dimensions of service quality. Benchmarking against the best practices worldwide, involving various stakeholders, viz. users, staff, management, publishers and sponsors can help in improving quality of services rendered by libraries.
Bookmark/Search this post with
FULL TEXT (PDF): 
PDF icon arastirmax-quality-services-rendered-university-libraries-empirical-investigation.pdf
  • 1
1-16
  • English

REFERENCES

References: 

Bamigboye, O.B. (2007). Evaluation of Library Service Delivery in Olabisi Onabanjo University, Ago-Iwoye, Nigeria. Library Management, 28 (3), 152-62.
Field, A. (2005). Discovering Statistics Using SPSS. New Delhi: Sage Publications.
Hoffman, K.D. & and Bateson, J.E.G. (2006). Services Marketing: Concepts, Strategies, & Case. Singapore: Thomson Asia.
Jaiswal, A.K. (2008). Customer Satisfaction and Service Quality Measurement in Indian Call Centres. Managing Service Quality. 18 (4), 405-416.
Lomte, S. (2007). Knowledge Management for e-resources. Indian Journal of Library and Information Science, 1, pp. 3-5.
Miao, H., & M.W. Bessham. (2007). Embracing Customer Service in libraries. Library Management, 28 (1 & 2), 53-61.
Nagata, H., Satoh, Y., Gerrard, S., & P. Kytomaki. (2004). The Dimensions That Construct The Evaluation Of Service Quality in Academic Libraries. Performance Measurement and Metrics, 5 (2), 53–65.
Nejati, M., & M. Nejati. (2008). Service Quality at University of Tehran Central Library. Library Management, 29 (6 & 7), 571-582.
Rod, M., Ashill, N. J., Shao, J., & Carruthers, J. (2009). An examination of the relationship between service quality dimensions, overall internet banking service quality and customer satisfaction: A New Zealand study. Marketing Intelligence & Planning. 27 (1), 103-126.
Sierpe, E. (2004). Managing the Information Revolution: Library Management, The Control of Prescriptive Technologies, and the Future of Librarianship. Library Management, 25 (4& 5), 177-182.
Ueno, A. H. (2008). Which Management Practices are Contributory to Service Quality? International Journal of Quality & Reliability Management, 25 (6), 585-603.Wang, M. (2007). Measuring e-CRM Service Quality in the Library Context: A Preliminary Study. The Electronic Library, 26 (6), 896-911.
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The Behavioral Consequences of Service Quality. Journal of Marketing, 60 (2), 31-46.
Zeithaml, V.A., Gremler, D.D., Bitner, M.J., & A. Pandit. (2008). Service Marketing. Tata New Delhi: McGraw Hill

Thank you for copying data from http://www.arastirmax.com