Customer's Perception of Service Quality in Libraries

Manjunatha, Keralapura and Shivalingaiah, D (2004) Customer's Perception of Service Quality in Libraries. Annals of Library and Information Studies, 51 (4). pp. 145-151.

MK_CPSQ_2004_ALIS 51(4) 145-151.pdf

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Service quality assesses performance of products and services from customers' perspective. A library has both tangible products and intangible services. Assessing Service quality as management technique is of recent origin and new to Library and Information Science (LIS) professionals. Today, the library customers are open to multiple sources of information and expect quality material within shortest possible time irrespective of the format of information. The web technologies and commercial information service providers have impelled libraries to be customer focused for their survival. Proper understanding of customers' perceptions along service quality dimensions is essential for LIS professionals to recognize the customer expectations. Aligning the products/services to meet customer expectations would result in reduced gaps in perceptions of service quality In this paper, the authors briefly explain the concept of service quality; trace its development and highlight some of the results of an empirical study on service quality in academic libraries is presented .

Item Type: Article
Uncontrolled Keywords: service quality; CPSQ; customer perception of service quality
Subjects: Management Information Systems > Library and Information Science
Marketing > Services
Divisions: Operations and Information Science
Depositing User: Mr Ramesh Kamath
Date Deposited: 20 Oct 2018 10:10
Last Modified: 20 Oct 2018 10:13

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