Service Quality of Libraries of Indian Council of Agricultural Research Institutes of Kerala, India

Sajna K.P.; Mohamed Haneefa K.

doi:10.14429/djlit.38.3.12215

Sajna K.P. University of Calicut, Kerala
Mohamed Haneefa K. University of Calicut, Kerala

DOI: https://doi.org/10.14429/djlit.38.3.12215

Keywords: Service quality, Special library, Gap analysis, Servqual, Library service, User expectation, User perception

Abstract

The purpose of this study is to measure the service quality of the libraries of Indian Council of Agricultural Research institutes in Kerala. Survey method with modified SERVQUAL questionnaire was employed to elicit responses from a representative sample of 180 users of the libraries. It is revealed that the ICAR institute libraries lack service quality. While the libraries compared, Central Marine Fisheries Research Institute Library has shown quality to an extent and library of Central Tuber Crops Research Institute has shown least service quality. Library collection dimension was found as the most expected dimension whereas library staff dimension was the most perceived dimension. The highest service quality gap was identified with library service dimension and the lowest gap was identified with library staff dimension. Regular user need assessment and feedback mechanism should be done to improve the service quality of the libraries. The study can be utilised for developing quality enhancement practices in special libraries in India.

Author Biographies

Sajna K.P., University of Calicut, Kerala

Ms Sajna K.P. is a Research Scholar in the Department of Library & Information Science, University of Calicut, Kerala. Her areas of interest include service quality of libraries, total quality management, six sigma in libraries and special library services.

Mohamed Haneefa K., University of Calicut, Kerala

Dr Mohamed Haneefa K. is Assistant Professor in the Department of Library & Information Science, University of Calicut, Kerala. He has published several research papers in journals and conferences. His current research interests are primarily focused on application of innovative information and communication technologies to solve information access and retrieval problems and information tools used to facilitate formal and informal learning in online and face-to-face environments.