Perceptions and Level of Service Quality in Central University Libraries in India: A Study

Abstract

The main objectives of the study is to investigate the level service quality in central university libraries of India and to measures the perception of users as they relate to quality of information products and services. Survey among library users was administered and data was collected with the help of questionnaire.The questionnaire designed for the investigation of service quality in central university libraries among research scholars and faculty members were administered. The questionnaire comprises the modified SERVQUAL instrument developed by Parasuraman, et.at, (1998).It contains six dimensions of quality services, i.e., reliability, responsiveness, assurance, access, communications and tangibles. The scope of the research is limited to only seven central university libraries of India.The mean score of each dimension shows that the perception of users about the service quality dimensions in Central Reference Library of DU was highest as compare with other libraries. It shows that research scholars and faculty member are very much satisfied with the services quality dimensions