Application of Total Quality Management in Central Library of North Eastern Hill University, Shilong: A Study

Libraries can appraise quality through self-evaluation, user satisfaction surveys, failure analysis, performance measures and standards of quality. Total Quality Management is also the process of measure the quality of library and information services. The major objectives of the study is to investigate the application of Total Quality Management in Central Library of North Eastern Hill University and find out the quality of services, how far the Library has succeeded in delivering quality services. A questionnaire has been used as the data-gathering instrument. The questionnaire contains the modified SERVQUAL instrument developed by Parasuraman et al (1998), to measure the outcome performance and perceptions of quality services through users. The questionnaire reflected six dimensions of quality services, i.e., Reliability, Responsiveness, Assurance, Access, communication and Tangibles. All the closed-ended questions were designed to solicit responses on a five-point Likert scale for both types of respondents to measure perception of service quality. It has been found that central library of North Eastern Hill University is not lacking quality service and there is no significant difference between the perception of research scholars and faculty members.