| SMART JOURNAL OF BUSINESS MANAGEMENT STUDIES |
VOL. 13 |
NO. 1 |
PAPER 2 |
DOI: 10.5958/2321-2012.2017.00002.1 |
SERVICE QUALITY IN LIBRARY FROM CUSTOMERS’ POINT OF VIEW
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| Tohid Kachwala*
Chandan Dasgupta**
and
Mukherjee. P. N***
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| * Professor – Decision Science and Operations Management, School of Business Management, NMIMS University, Mumbai, Maharashtra, India.
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| ** Professor – Finance Area, School of Business Management,
NMIMS University, Mumbai.
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| *** Professor – Decision Science and Operations Management, School of Business Management, NMIMS University, Mumbai |
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| Library Quality was traditionally evaluated, by the collection of books, journals and magazines, both in terms of their quality and quantity. However, customer demands and expectations necessitated changes in this approach. A quality library offers its users updated material, in the right method and with reasonable ease. With budgetary constraint, librarians of today, feel more pressure to fully exploit the available resources. In response, many academic libraries have voluntarily adopted service quality. Customers are satisfied when the library is able to rise up to his or her expectations or meet the actual needs. This study identifies the important factors of service quality in library, the relative significance of these factors from customers’ point of view and assessment of these factors for statistical significance. The study will provide an indepth understanding of quality service factors that can help the library to improve their services. |
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