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Annals of Library and Information Studies (ALIS) >
ALIS Vol.51 [2004] >
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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