Perceptions Of Service Quality In An Academic Library: A Case Study | Ashok Kumar Sahu

This article explores the perception of the users of the Jawaharlal Nehru University (JNU) Library, New Delhi, India, with regard to the quality service provided by it. A questionnaire was used as the data gathering instrument. SERVQUAL as a diagnostic tool was used to measure service quality. It is defined as the difference between customer perceptions and expectations of service. Service quality is essential to change the work culture among the employees and to generate their involvement in the services of the library. It should focus on continuous improvement in products and services, with greater employee involvement and an increased emphasis on customer needs.