Libraries at University of Nebraska-Lincoln
Date of this Version
Summer 6-1-2020
Document Type
Article
Citation
Anil Kumar, & Mahajan, Preeti (2019). Library performance assessment of service quality through LibQUAL: The case of Maharshi Dayanand University (MDU), Rohtak (India). Library Philosophy and Practice (e-journal), paper no. 2638. Retrieved from http://digitalcommons.unl.edu/libphilprac/2638 (Accessed on 19.4.2020)
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Abstract
The aim of the present study is to assess the quality of services being provided by the agricultural and medical university libraries of Haryana and Punjab states of India by using three dimensions of LibQUAL+ tool, i.e., ‘Affect of Service’, ‘Information Control’, and ‘Library as Place’. Based on the feedback from the different categories of users’, it has been tried to assess the perceptions and expectations of users towards the quality of library services. Total 800 well structured LibQUAL+ questionnaires were distributed among the respondents of four universities under study but 601 were returned, which forms the response rate @ 75.12%. Findings of the study revealed that the respondents of agricultural university libraries were more satisfied with the facilities and services provided by the library as compared to the users of medical university libraries, as most of the dimension items get positive scores on ‘service adequacy gap’; however, there is also found negative scores on “service superiority” level for all the university libraries under study, which shows that the services are not up to the desired expectations of the respondents. The paper concludes with suggestions to university libraries under study that how to ameliorate the dwindling quality of library services and achieve ultimate users’ satisfaction.
Comments
This paper is a research paper and the findings of the paper could be beneficial for the concerned universities under study as well as other similar type of institutions for improvement in their services and achieve the ultimate users satisfaction.