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Vol.22 No.2 December 2018 >

Please use this identifier to cite or link to this item: http://hdl.handle.net/123456789/13316

Title: SERVICE QUALITY ASSESSMENT OF UNIVERSITY LIBRARIES IN KERALA
Authors: Femin, V T
Humayoon Kabir, S
Keywords: Kelpro Bulletin 22 (2) 2018
Quality Management
Service Quality
SERVQUAL
University Libraries
Total Quality Management
Library Service quality
Issue Date: 30-Mar-2019
Abstract: The study is intended to assess the expectations and perceptions about the university libraries in Kerala as they relate service quality and to know how far these university libraries succeeded.Seven state university libraries are selected as samples, and conducted a user survey with a modified SERVQUAL questionnaire. 1204 users have participated in the survey including students, research scholars and faculty members. Five dimensions of service quality such as tangibles, reliability, responsiveness, assurance and empathy are analyzed according to thirty items in the SERVQUAL questionnaire. The results show that the service quality of university libraries are low in ever y dimension, users expect more quality in reliability and responsiveness dimension. The study explores the pitfalls of service dimension in these university libraries in the state and will help the librarians to provide better services to its users.
Description: Abstract part of the article published in KELPRO BULLETIN Vol.22 No.2 December 2018. Kelpro Bulletin is a bi-annual peer reviewed journal in Library and Information Science published by the Kerala Library Professionals' Organisation. Email kelpro1993@gmail.com. Editor Dr. S.Humayoon Kabir
URI: http://hdl.handle.net/123456789/13316
Appears in Collections:Vol.22 No.2 December 2018

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