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

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.