Service Quality of Special Libraries in Kerala, India

Sajna K P; Mohamed Haneefa K

doi:10.14429/djlit.41.02.15804

Service Quality of Special Libraries in Kerala, India

Sajna K P University of Calicut, Thenhipalam - 673 635, India https://orcid.org/0000-0001-9090-0536
Mohamed Haneefa K University of Calicut, Thenhipalam - 673 635, India https://orcid.org/0000-0001-9090-0536

DOI: https://doi.org/10.14429/djlit.41.02.15804

Keywords: Service quality, Special library, SERVQUAL, Library evaluation, Quality assessment, Library assessment, Library service

Abstract

This study evaluates the service quality of special libraries in Kerala, India. A modified SERVQUAL questionnaire was used to collect data from a sample of 800 library users. The analysis revealed that the service quality of the libraries is not up to the expectations of their users. The users have high expectations but they perceived low. The libraries have to update their resources and services regularly in order to meet the changing needs of their users. Proper user orientation programs need to be conducted. The study results suggest the elements to be improved for enhancing the service quality of special libraries in India.

Published

2021-03-12

How to Cite

K P, S., & Haneefa K, M. (2021). Service Quality of Special Libraries in Kerala, India. DESIDOC Journal of Library & Information Technology, 41(02), 75-81. https://doi.org/10.14429/djlit.41.02.15804

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Issue

Vol 41 No 02 (2021)

Section

Research Paper

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