Service Quality in Kerala University Library: A SERVQUAL Analysis
Author : A. Sofiya and B. Mini DeviVolume 8 No.3 October-December 2018 pp 108-116
Abstract
The study examines the Service Quality delivering in Kerala University Library System applying SERVQUAL from user’s expectations and identifies the dimensions that determine the user’s evaluation of Service Quality. As a service oriented institution, library provides various sources, services and products for its academic community and facilitates teaching and learning. The population covered under the study is users including research scholars and students – faculties are excluded. For this purpose, 175 modified SERVQUAL questionnaires were distributed among the research scholars and the students in the Kerala University Library. Out of 175 distributed questionnaires, 154 were returned back and consisted of 88 regular students and 66 research scholars and those were subsequently subjected to data analysis. It was done by SPSS Package and for testing of hypothesis, Mann-Whitney U Test and Chi Squire Test is used. The study revealed that the users desired expectations are not met in the prevailing Service delivery of Kerala University Library.
Keywords
Chi- Squire Test, Kerala University Library, Mann-Whitney U Test, Service Quality, SERVQUAL, SPSS Package
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