Journal of Information and Knowledge (Formerly SRELS Journal of Information Management)

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A Gap Analysis to Measure Service Quality of Agricultural and Medical University Libraries of Haryana and Punjab States of India through Users’ Perspectives: Applying LibQUAL+ Model


Affiliations
1 Nehru Library, CCS Haryana Agricultural University, Hisar – 125004, Haryana, India
     

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The study is aimed at investigating the gaps in user’s perception of quality of services provided by the agricultural and medical university libraries of Haryana and Punjab. This study is conducted with the help of locally modified questionnaire based on LibQUAL+ tool. Findings of the study revealed wide gaps on all the dimensions of LibQUAL+ tool across universities under study. However, among the agricultural universities, the users at HAU were happier with the library services as compared to the users of PAU. On the other hand, among the medical universities, users of BFUHS were more satisfied with the library services as compared to the users of PBDSUS. Overall, the agricultural university libraries were providing good quality services as compared to medical university libraries.

Keywords

Agricultural Libraries, Gap Analysis, India, LibQUAL+, Measuring Service Quality, Medical Libraries, Service Quality
User
About The Author

Bhanu Partap
Nehru Library, CCS Haryana Agricultural University, Hisar – 125004, Haryana
India


Notifications

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  • Bavakutty, M. and Majeed, K. C. A. (2005). Methods for Measuring Quality of Libraries. New Delhi: Ess Ess Publications; p. 26-27.

  • Bhanu Partap (2018). Service quality assessment in agricultural and medical university libraries of Haryana and Punjab: A LibQUAL+TM study. A Ph.D. thesis submitted to Department of Library and Information Science, Kurukshetra University, Kurukshetra.

  • Bhanu Partap (2019). A review of service quality assessment of library and information centres. Library Philosophy and Practice (e-journal), Paper no. 2333. Accessed on 18.4.2020. Retrieved from http://digitalcommons.unl.edu/libphilprac/2333.

  • Bhanu Partap (2019). Measuring Service Quality and User Satisfaction in Medical University Libraries of Haryana and Punjab State of India: A Comparative Study of PBDSUHS, Rohtak and BFUHS, Faridkot by using LibQUAL+® Tool. In: Parveen Babbar, Debal C. Kar, P.K. Jain, & Geeta Paliwal (Eds.), Rethinking libraries and librarianship, New Delhi, India: Bookwell; p. 29-40.

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  • A Gap Analysis to Measure Service Quality of Agricultural and Medical University Libraries of Haryana and Punjab States of India through Users’ Perspectives: Applying LibQUAL+ Model

Abstract Views: 451  |  PDF Views: 9

Authors

Bhanu Partap
Nehru Library, CCS Haryana Agricultural University, Hisar – 125004, Haryana, India

Abstract


The study is aimed at investigating the gaps in user’s perception of quality of services provided by the agricultural and medical university libraries of Haryana and Punjab. This study is conducted with the help of locally modified questionnaire based on LibQUAL+ tool. Findings of the study revealed wide gaps on all the dimensions of LibQUAL+ tool across universities under study. However, among the agricultural universities, the users at HAU were happier with the library services as compared to the users of PAU. On the other hand, among the medical universities, users of BFUHS were more satisfied with the library services as compared to the users of PBDSUS. Overall, the agricultural university libraries were providing good quality services as compared to medical university libraries.

Keywords


Agricultural Libraries, Gap Analysis, India, LibQUAL+, Measuring Service Quality, Medical Libraries, Service Quality

References