ANIL KUMAR
@puchd.ac.in
Library Assistant
PANJAB UNIVERSITY, CHANDIGARH
RESEARCH INTERESTS
Library Service Quality
Scopus Publications
Scholar Citations
Scholar h-index
Scholar i10-index
Scopus Publications
Anil Kumar and Preeti Mahajan
Emerald
Purpose The purpose of this paper is to evaluate the library service quality (LSQ) of University of Kashmir from the users’ perspectives based on the LibQUAL+ model approach. Design/methodology/approach The survey used the LibQUAL+ model to evaluate service quality (SQ) of Allama Iqbal Library (AIL), University of Kashmir, Srinagar (India). The data were collected from library users by administering the LibQUAL+ questionnaire in a printed format. Findings It has been revealed that AIL has succeeded in satisfying the minimum expectations of its users but could not meet the customers’ desired expectations that make them delighted. Library as Place (LP) and Information Control (IC) are the most satisfied dimensions of SQ of AIL, whereas Affect of Service (AS) is the least satisfied dimension. LP is the most desired dimension amongst LibQUAL+ dimensions. All LibQUAL+ items were found to be lying inside the zone of tolerance (ZoT). Further, “Library is secure and peaceful place for study, learning and research” (LP-21) was found as most important service item as per users’ desired expectations, while “Library staff shows dependability in handling users’ service problems” (AS-9) is marked as the least desired item. Originality/value Only a few studies have been carried out to evaluate the SQ of Indian university libraries as far as the LibQUAL+ model is concerned. Therefore, the findings of present survey will help to understand how far library has reached in satisfying users’ expectations as well as the areas or dimensions where it needs to improve.
Rakesh Mohindra and Anil Kumar Anil Kumar
Defence Scientific Information and Documentation Centre
Rakesh Mohindra and Anil Kumar E-mail: rm@pu.ac.in, akr@pu.ac.in Abstract The study aims to assess library service quality (LSQ) associated with user satisfaction of AC Joshi Library, Panjab University, Chandigarh, India. A modified SERVQUAL instrument was used to examine perceived LSQ and level of user satisfaction. The data was collected through questionnaire consisting items related with different library service attributes.The study considered a number of critical elements of service quality assessment. It was found that library environment and library services significantly predict the user satisfaction. The level of quality of different attributes, i.e., library environment, collection, staff, and services were significantly different across academic discipline of respondents.The study will be helpful for libraries to improve their quality of services and increase user satisfaction. 10.14429/djlit.35.1.8072