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

Open Access Open Access  Restricted Access Subscription Access
Open Access Open Access Open Access  Restricted Access Restricted Access Subscription Access

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
     

   Subscribe/Renew Journal


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

  • Asemi, A., Kazempour, Z. and Rizi, H. A. (2010). Using LibQUAL+™ to improve services to libraries: A report on academic libraries of Iran experience. The Electronic Library, 28(4): 568-579. https://doi.org/10.1108/02640471011065382.

  • 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.

  • Brito, G. F. de and Vergueiro, W.de C. S. (2013). Quality evaluation of academic library: the LibQUAL + methodology and its perspectives of implementation in Brazil. Brazilian Journal of Information Science, 7: 25-44. https://doi.org/10.36311/1981-1640.2013.v7esp.03.p25.

  • Goud, H. G. (2013). Measuring service quality at RYM engineering college library Bellari of Karnataka State: A LibQUAL+TM approach. Asian Journal of Information Science and Technology, 3(2): 1-7.

  • Hornby, A. S. (2005). Oxford Advanced Learner’s Dictionary of Current English, 7th ed. Oxford: Oxford University Press; p. 1233.

  • Jena, P. and Dalbehera, S. (2013). Service quality tangibility assessment in technical college libraries of Odisha: An analysis. IASLIC Bulletin, 58(3): 177-188.

  • LibQUAL (2020). Accessed on 16/4/2020. Retrieved from http://www.libqual.org/about/about_lq/general_ info.

  • LibQUAL (2020). Accessed on 16/4/2020. Retrieved from http://www.libqual.org/About/Birth/index.cfm.

  • Mardani, A. H. and Zare, M. N. (2014). Measuring service quality at Tehran University of Medical Sciences’ libraries. Library Philosophy and Practice, Paper 1112. Available at http://digitalcommons.unl.edu/libphilprac/ 1112.

  • Mohindra, R., Anil Kumar and Shokeen, A. (2015). Assessing Library Service Quality (LSQ) at Rajiv Gandhi National Law University, Patiala. In: Proceedings of 60th ILA International Conference, Chandigarh, India; p. 839-845.

  • Mukuvi, M. (2013). Using the Gap model to assess users’ perception of service quality levels in academic libraries: A case of post modern library, Kenyatta University and USIU Library. A PhD. thesis under the guidance of Dr. Kisilu Kombo and Dr. Rosebella N. Namango, submitted to the Department of Library and Information Science, Kenyatta University; p. 137.

  • Parasuraman, A., Zeithaml, Valarie A. and Berry, Leonard L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4): 41-50. https://doi.org/10.1177/002224298504900403.

  • Pedramnia, S., Modiramani, P. and Ghanbarabadi, V. Ghavami (2012). An analysis of service quality in academic libraries using LibQUAL scale: Application oriented approach, a case study in Mashhad University of Medical Sciences (MUMS) libraries. Library Management, 33(2): 159-167. https://doi.org/10.1108/01435121211217144.

  • Rao, S.S.S. (2012). Users’ perceptions about service quality in select university libraries of Hyderabad: A LibQUAL+TM Approach. Ph.D. Thesis submitted to IGNOU, New Delhi; p. 267.

  • Sahu, A. K. (2006). Perceptions of service quality in an academic library: A case study. Journal of Services Research, April 1. Available on https://www.questia.com/ magazine/1P3-1235733301/perceptions-of-servicequalityin-an-academic-library.


Abstract Views: 431

PDF Views: 9




  • 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: 431  |  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