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]

[img] Text
Swapnali Patil_ Sawant.docx

Download (26kB)
patil&sawant 2017.pdf

Download (2MB) | Preview
patil&sawant 2017.pdf

Download (2MB) | Preview

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


Arshad, A. & Ameen, K. (2010). Service quality of the University

of the Punjab’s libraries: An exploration of users’ perceptions.Performance Measurement and Metrics, 11 (3), 313-325.

Arshad, A. & Ameen, K. (2011). Reality versus Expectations: A Survey of University of the Punjab’s Libraries Using SERVQUAL.Library Philosophy and Practice,Library Philosophy and Practice (e-journal), Paper 539.

Retrieved from

Cook, C. and Heath, F. (2001), “Users' perceptions of library service quality: LibQUAL+™ quality study”, Library Trends, 9 (4), 548‐584.

Dash, N.K., & Padhi, P. (2010). Quality Assessment of Libraries.DESIDOC Journal of Library & Information Technology, 30(6), 12-23.

DeSaez (2002), The importance of customer service. Information Outlook, 6, 26-31.

Grapentine, T. (1999). The History and Future of Service Quality Assessment: Connecting customer needs and expectations to business processes. Marketing Research, 11(4), 5-20.

Heath, F., Kyrillidou, M., & Askew, C. (Eds.) (2004). Libraries act on their LibQUAL+TM findings: From data to action (special issue). Journal of Library Administration, 40, 1-239.

Kiran, K. (2010). Service quality and customer satisfaction in academic libraries: Perspectives from a Malaysian university.Library Review, 59 (4), 261-273.

Kulkarni, M. K. (2012). Survey of state administrative training institutes (ATI) libraries in India with special reference to library service quality expectations (Doctoral thesis). Available from Shodhaganaga. (

Lai, L. S. (2012). Managing User Expectations in Information Systems Development.International Journal of Social, Behavioural, Educational, Economic, Business and Industrial Engineering,6, (12), 3710-3714.

Manjunatha, K., & Shivalingaiah, D. (2004). Customer's Perception of Service Quality in Libraries. Annals of Library and Information Studies, 51(4), 145-151.

Posey, J. (2009). Student perceptions and expectations of library services quality and user satisfaction at Walters State Community College. (Electronic Theses and Dissertations). (Paper 1836. Available at:

Rehman, S. U. (2012). Understanding the Expectations of Pakistani Libraries Users: A LibQUAL Study. Library Philosophy and Practice(e-journal). Paper 732.Retrieved from

Seth, N., Deshmukh, S.G., &Vrat, P. (2004). Service quality models: a review. International Journal of Quality &Reliability Management, 22(9), 913-949.

Sharma, C. (2013). Quality Management in Libraries: An Outline.International Journal of Enhanced Research in Management & Computer Applications,2 (8),1-4.

Sharma, C., & Kadyan, S. (2016). Examine Total Quality Management in Engineering College Libraries: An evaluative Study. Pearl: A Journal of Library and Information Science,10(4),215-223.

Zeithaml, V. A., Parasuraman, A. Berry, L. L. Delivering quality service: Balancing customer perceptions and expectations. Free Press, New York, 1990.


Downloads per month over past year

Actions (login required)

View Item View Item