CUSTOMER'S PERCEPTION OF SERVICE QUALITY IN LIBRARIES

Keralapura Manjunatha · D Shivalingaiah

49 citations0/0 files storedAnnals of Library and Information Studies

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Customer Service Quality and Loyalty Library Science and Information Literacy Web and Library Services

Abstract

Service quality assesses performance of products and services from customers' perspective. A library has both tangible products and intangible services. Assessing Service quality as management technique is of recent origin and new to Library and Information Science (LIS) professionals. Today, the library customers are open to multiple sources of information and expect quality material within shortest possible time irrespective of the format of information. The web technologies and commercial information service providers have impelled libraries to be customer focused for their survival. Proper understanding of customers' perceptions along service quality dimensions is essential for LIS professionals to recognize the customer expectations. Aligning the products/services to meet customer expectations would result in reduced gaps in perceptions of service quality In this paper, the authors briefly explain the concept of service quality; trace its development and highlight some of the results of an empirical study on service quality in academic libraries is presented .

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1990Delivering quality service: balancing customer perceptions and expectations 1995Service Quality: A Measure of Information Systems Effectiveness 1997Measuring Information Systems Service Quality: Concerns for a Complete Canvas1 1996Service quality in academic libraries 1997Toward a TQM Paradigm: Using SERVQUAL to Measure Library Service Quality 1993The quality of interlibrary borrowing services in large urban public libraries in canada

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2023Mediation Effect of Technology Adaptation Capabilities Between the Relationship of Service Quality Attributes and Customer Satisfaction: An Investigation on Young Customers Perceptions Toward E-Commerce in China 2014Use of ServQUAL in the Evaluation of Service Quality of Academic Libraries in Developing Countries 2018Customer Satisfaction and Service Quality in the Marketing Practice: Study on Literature Review 2016Evaluating library service quality at the Aga Khan University library: Application of a total quality management approach 2024Users' Expectations and Experience in First Grade College Libraries: A Study

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