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ALIS Vol.51(4) [December 2004] >


Title: CUSTOMER'S PERCEPTION OF SERVICE QUALITY IN LIBRARIES
Authors: Manjunatha, K
Shivalingaiah, D
Issue Date: Dec-2004
Publisher: CSIR
Abstract: 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 focussed 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
Page(s): 145-151
ISSN: 0975-2404 (Online); 0972-5423 (Print)
Source:ALIS Vol.51(4) [December 2004]

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