Application of LibQUAL +TM Model to Evaluate Library Service Quality: A Study of National Institute of Technology Libraries of North India
Author(s): Dr. Baljinder Kaur & Harpreet Singh
Abstract - Service quality and customer satisfaction are two of the extensively studied concepts by the service industries and libraries are not an exception to it. This study aimed to assess the level of service quality (SQ) provided by the Central Libraries of the National Institute of Technology of North India from users’ viewpoints using the LibQUAL+TM survey instrument in printed format. A total of 1076 questionnaires were distributed to undergraduate and postgraduate, Ph.D., and faculty members, out of which, 1037 completely filled questionnaires were received back and found satisfactory for analysis. The survey results expressed that under dimension-wise library performance and overall Library Service Quality (LSQ) the highest mean scores were noticed in the LP dimension at all three levels (minimum, desired, and perceived). Therefore, LP is the most desired dimension and the perceived performance level is also the highest in this dimension…..
Keywords - Performance assessment, Expectations, Perceived service quality, LibQUAL, Gap score.
Cite This Article As: Baljinder, Kaur & Singh, H. (2023) Application of LibQUAL +TM Model to Evaluate Library Service Quality: A Study of National Institute of Technology Libraries of North India. International Journal of Research in Library Science (IJRLS), 9(2) 261-269. www.ijrls.in
Copyright © 2023 Author(s) retains the copyright of this article. This article is published under the terms of the Creative Commons Attribution License 4.0.
Paper ID: IJRLS-1665 Page: 261-269 Publication Date: 30 June 2023