Service Quality Expectations of Academic Library Users

Patil, S and Sawant, Sarika Service Quality Expectations of Academic Library Users., 2017 . In National Conference on Enhancing the role of the Library in Teaching and Learning, Pune, 24-25 January 2017.. [Conference paper]

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English abstract

The library services have changed very fast in the digital era. The library customers have access to multiple sources of information and expect quality material within the shortest possible time irrespective of the format of information. Hence, library must provide quality service in order to retain and increase its importance for its users and succeed in enhancing the role of the library in teaching, learning and research. Quality services means those which satisfy users’ expectations and perceptions. Proper understanding of customers' perceptions along service quality dimensions is essential for LIS professionals to recognize the customer expectations. This paper briefly explains the concept of service quality; trace its development and highlight some results of service quality studies using various models, with an objective to describe and identify the issues meriting attention by the library professionals to gear up the library products and services so that user communities get satisfied coming to library.

Item type: Conference paper
Keywords: Service quality, SERVQUAL, LIBQUAL+, customer services quality, customer satisfaction, library service quality, user’s expectations, user’s perception.
Subjects: B. Information use and sociology of information
B. Information use and sociology of information > BH. Information needs and information requirements analysis.
C. Users, literacy and reading.
C. Users, literacy and reading. > CA. Use studies.
C. Users, literacy and reading. > CC. User categories: children, young people, social groups.
C. Users, literacy and reading. > CD. User training, promotion, activities, education.
C. Users, literacy and reading. > CE. Literacy.
Depositing user: Dr. Sarika Sawant
Date deposited: 13 Feb 2018 09:09
Last modified: 13 Feb 2018 09:09
URI: http://hdl.handle.net/10760/32356

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