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Evaluating library service quality of University of Kashmir: a LibQUAL+ survey

Anil Kumar (Department of Library and Information Science, Panjab University, Chandigarh, India)
Preeti Mahajan (Department of Library and Information Science, Panjab University, Chandigarh, India)

Performance Measurement and Metrics

ISSN: 1467-8047

Article publication date: 7 May 2019

Issue publication date: 7 May 2019

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Abstract

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.

Keywords

Citation

Kumar, A. and Mahajan, P. (2019), "Evaluating library service quality of University of Kashmir: a LibQUAL+ survey", Performance Measurement and Metrics, Vol. 20 No. 1, pp. 60-71. https://doi.org/10.1108/PMM-09-2018-0024

Publisher

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Emerald Publishing Limited

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