PAPER ID:IJIM/V.2(V)/12-19 /3

AUTHOR : Bhanu Partap

TITLE:EVALUATING LIBRARY SERVICE QUALITY USING LIBQUAL+TM TOOL: A CASE STUDY OF PUNJAB AGRICULTURAL UNIVERSITY, LUDHIANA

ABSTRACT:Quality of a service is always felt by the users but it is an inherent property of the service itself. Service quality is only the substitute for satisfying and retaining the customers. A quality product/service attracts the potential customers and vice versa. In order to enhance or maintain the service quality, periodic assessment including self-evaluation, user satisfaction surveys, failure analysis and performance measures are required. The major objective of this paper was to determine the users’ perceptions of Mohinder Singh Randhawa (MSR) Library, Punjab Agricultural University, Ludhiana about quality of services and how far the library succeeded in delivering the quality services on Affect of Service dimension of LibQUAL+^TM tool. It has been found that MSR library of PAU, Ludhiana was not fulfilling the desired information requirement of the users, as the service superiority scores on all the items of Affect of Service dimension were found negative.

KEYWORDS: Library service quality, assessment of quality, LibQUAL+^TM, users’ satisfaction

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