Quality management in the central library (Dr. Zakir Husain Library) of JMI: A study for measuring service quality

The major objective of the study is to investigate the quality management system in the Central library of Jamia Millia Islamia, Delhi and how far it has been successful in delivering service quality. Questionnaire method has been used for data collection. The questionnaire contains six dimensions of quality services, i.e., reliability, responsiveness, assurance, access, communications and tangibles. A closed ended questionnaire was designed to assess responses of users on a five point Likert scale for both types of respondents (Faculty Members and Research Scholars) to measure the perception of service quality.