Study about User Expectation Verses User Perception of Service Quality in University Libraries
Abstract:~ The library as one of the main service organizations in any University the assessment of service quality through user perspectives is very important. It provides a prompt feedback for libraries to assess and improve their services to users. The aim of this research was to measure the desired service expectations and actual service performance of the users of the University of Colombo Library System. As the initial step, 116 different service quality attributes were identified from previous studies done all around the world. Of these 35 attributes which are most appropriate to the Sri Lankan University Libraries were selected by an expert panel evaluation. The selected attributes were incorporated with the SERVQUAL model and a robust instrument was developed to ascertain the views of library users about service levels.
Introduction:~ The concept of “Quality” has emerged and remained as a dominant theme in management thinking since the 1940s. While the initial approaches emerged from American theorists and practitioners, early commercial applications were predominantly amongst Japanese companies. More recently organizations throughout the world have begun to embrace the theories and practices of quality. The quality of tangible products is usually easy to check and easy to define. It is more complex, when talking about service quality. It begins with the design and is present through the whole process of delivery and performance, with assessment during the delivery process. The measurement of service quality is difficult, due to the minute differences in customers’ ways of perceptions and expectations. Keep reading…
