Service Quality in Kerala University Library: A SERVQUAL Analysis

Authors

  • A. Sofiya Research Scholar, Department of Library and Information Science, University of Kerala, Thiruvananthapuram, Kerala, India
  • B. Mini Devi Head of the Department, Department of Library and Information Science, University of Kerala, Thiruvananthapuram, Kerala, India

DOI:

https://doi.org/10.51983/ijiss.2018.8.3.537

Keywords:

Chi- Squire Test, Kerala University Library, Mann-Whitney U Test, Service Quality, SERVQUAL, SPSS Package

Abstract

The study examines the Service Quality delivering in Kerala University Library System applying SERVQUAL from user’s expectations and identifies the dimensions that determine the user’s evaluation of Service Quality. As a service oriented institution, library provides various sources, services and products for its academic community and facilitates teaching and learning. The population covered under the study is users including research scholars and students – faculties are excluded. For this purpose, 175 modified SERVQUAL questionnaires were distributed among the research scholars and the students in the Kerala University Library. Out of 175 distributed questionnaires, 154 were returned back and consisted of 88 regular students and 66 research scholars and those were subsequently subjected to data analysis. It was done by SPSS Package and for testing of hypothesis, Mann-Whitney U Test and Chi Squire Test is used. The study revealed that the users desired expectations are not met in the prevailing Service delivery of Kerala University Library.

References

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Published

08-11-2018

How to Cite

Sofiya, A., & Mini Devi, B. (2018). Service Quality in Kerala University Library: A SERVQUAL Analysis. Indian Journal of Information Sources and Services, 8(3), 108–116. https://doi.org/10.51983/ijiss.2018.8.3.537

Issue

Vol. 8 No. 3 (2018): October-December 2018

Section

Articles

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Copyright (c) 2018 The Research Publication

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