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Home»Articles»Service Quality in Kerala University Library: A SERVQUAL Analysis

Service Quality in Kerala University Library: A SERVQUAL Analysis

Author : A. Sofiya and B. Mini Devi
Volume 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

Full Text:

References

[1] Irohan, C.O. et al., (2017). Service Quality Delivery of facilities in Covenant University Lecture Theatre: Assessing End User‟s Satisfaction. Covenant Journal of Research in the Built Environment (CJRBE), 5(1).
[2] Malik, S. A. & Malik, S. A. (2015). SERVQUAL to measure perceptions and expectations of library users: a case study of a Public University Library of Pakistan. http:// doi. Org/10.1504/IJMIE 2015 070124
[3] Asogwa, Brendon, E. (2014). Use of SERVQUAL in the Evaluation of Service Quality of Academic Libraries in Developing Countries. Library Phylosophy and Practice e journal, 1/46
[4] Enayati, T. et al., (2013). Measuring Service Quality of Islamic Azad University of Mazandaran using SERVQUAL Model. Iranian Journal of Management Studies (IJMS), 6(1), 99-116.
[5] Somaratna, D. S. & Peiris, C. N. (2011). Service Quality in University of Colombo Libraries: An assessment. Annals of Library and Information Studies, 58, 170-183.
[6] Sahu, A. K. (2007). Measuring Service Quality in an academic library: An Indian Case Study. Library Review, 56(3), 234-243.
[7] Manjunatha, K. & Shivalingalah, D. (2004). Customer‟s perception of Service Quality in Libraries. Annals of Library and Information Studies, 51(4), 145-151.
[8] Nimsomboon, N. & Nagata, H. (2003). Assessment of Service Quality at Thammasat University Library System Research Project, University of LIS, Japan.
[9] Nitechi, D. A. (1996). Changing the concept and measure of Service Quality in Academic Libraries. The Journal of Academic Librarianship, 22(3), 181-190.
[10] Parasuraman, A. et al., (1985). A Conceptual model of Service Quality and its implications for Future Research, Journal of Marketing, 49, 41-50.

Indian Journal of Information Sources and Services (IJISS) a Multidisciplinary Library and Information Science Journal is a refereed Journal and publishes from India. This Journal encompasses all branches of Library and Information Sciences and its sub – disciplines like Library Management; Information Systems & Services, Information Processing & Retrieval; Information Sources & Services; Community Information System, Scientometrics & Informetrics, IR Theory, Knowledge Organization; Information processing & retrieval, Classification, Preservation & Conservation, Information Management,Library classification, Information sources, Systems and Services,Computer Application in Library; Digital Library; Information Systems; Bibliographic Control, etc.

All papers are peer-reviewed and newly selected panels of international referees have been appointed to ensure that review is done rapidly and to the highest standards. Special topics will provide accounts of research, written periodically at the invitation of the Editorial Board by Library Professionals under the direction of Editor-in-Chief.

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.

Editor-in-Chief
Dr. K.S. Shivraj
University Librarian, KL University, Andhra Pradesh, India
[email protected]
Editorial Advisory Board
Dr. Muhammed Mezbah-ul-islam
DLIS, University of Dhaka, Bangladesh
[email protected]
Dr.R.Balasubramanian
Department of Library and Information Sciences, Bharathidasan University, Tamil Nadu, India
[email protected]
Dr. Omer Hassan Abdelrahman
Department of Library and Information Sciences, University of Khartoum, Sudan
[email protected]
Prof. R N Mishra
DLIS, Mizoram University, Aizawl
[email protected]
Dr. Mahammad Gulam Ghouse Pasha
Department of Library, RAK Medical & Health Sciences University, United Arab Emirates
[email protected]
Dr. Munira Nasreen Ansari
Department of Library and Information Science, University of Karachi, Karachi
[email protected]
Dr. Niran Adetoro
Department of library and Information Science, Tai Solarin University, Nigeria
[email protected]
Dr. Boguslawa Lewandowska-Gruszka
Department of Library, Polish Academy of Sciences, Poland
[email protected]
Dr. Mrs. W. Senevirathne
University Librarian, Open University of Srilanka, Srilanka
[email protected]

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    Editorial Note

    Editorial Dr.K.S. Shivraj

    Editor-in-Chief
    Dr. K.S. Shivraj
    University Librarian, KL University, Andhra Pradesh, India
    [email protected]
    Editorial Advisory Board
    Dr. Muhammed Mezbah-ul-islam
    DLIS, University of Dhaka, Bangladesh
    [email protected]
    Dr.R.Balasubramanian
    Department of Library and Information Sciences, Bharathidasan University, Tamil Nadu, India
    [email protected]
    Dr. Omer Hassan Abdelrahman
    Department of Library and Information Sciences, University of Khartoum, Sudan
    [email protected]
    Prof. R N Mishra
    DLIS, Mizoram University, Aizawl
    [email protected]
    Dr. Mahammad Gulam Ghouse Pasha
    Department of Library, RAK Medical & Health Sciences University, United Arab Emirates
    [email protected]
    Dr. Munira Nasreen Ansari
    Department of Library and Information Science, University of Karachi, Karachi
    [email protected]
    Dr. Niran Adetoro
    Department of library and Information Science, Tai Solarin University, Nigeria
    [email protected]
    Dr. Boguslawa Lewandowska-Gruszka
    Department of Library, Polish Academy of Sciences, Poland
    [email protected]
    Dr. Mrs. W. Senevirathne
    University Librarian, Open University of Srilanka, Srilanka
    [email protected]

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