User Satisfaction and Service Quality of the University Libraries in Kerala

In university libraries user satisfaction and perceptions of quality depends on the extent to which customer expectations are matched by information products and services delivered by the library. They also expect that the library should be equipped with good resources and consistent services. Understanding users’ references along service quality dimensions reveal their priorities and addressing the same would reduce the gaps in service quality. The present study is an attempt to evaluate the service quality and the extent of user satisfaction of the university libraries from the perspective of respondents from different user groups. The data for the study was collected from 842 users from the university libraries in Kerala through a well structured questionnaire. The quality of services assessed through RATER analysis based on the seventeen variables suggested by Parasuraman and Zeithaml. The study found that the quality of services rendered by the university libraries is moderately good. The users of the university libraries in Kerala are largely satisfied with various aspects of service quality except responsiveness and are moderately satisfied with the physical facilities, collection, services, staff behavior etc.