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Assessing Quality of Library Services: A Case Study of Select Libraries of Northern India

Vinod Kumar , Vinod Kumar , H. Bansal

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Indian Journal of Library and Information Sciences 6(2):p 101-112, May-Aug 2012. | DOI:

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Abstract

Since their inception, the university libraries are engaged with the task to select, acquire, process, store, retrieve and disseminate the documents/ information to cater to the informational needs of their users- the faculty, students, research scholars, and administrative staff of the universities.  It is a challenge for the university libraries to filter and deliver the most useful information from the vast quantity available anywhere. For this purpose, library professionals need to manage the resources of the libraries- man, money, machine, materials using various methods and techniques, in order to provide quality library services to their users. To manage the resources, librarians are now applying management practices and information communication technologies. The present paper describes need for accessing library services and SERVQUAL as a tool to assess the quality of library services after certain modifications. The result of study may motivate the library authorities to get the feedback from the library patrons in order to enhance the quality of such services which require immediate attention.


Key words: University library;  SERVQUAL; Service quality.

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