VOLUME - 6, ISSUE – 2, JULY.TO DEC,2020 ISSN NO. : 2455-4642 (ONLINE)
IDEES –International Multidisciplinary Research Journal
(Peer Reviewed)
A Research Paper
On
Service Quality Assessment: A Study With Reference To College Library
in Surat City
By
Dinkal A. Desai
1
and
Dr. Ashish K. Desai
2
Abstract
Libraries are those institutes whose key task is link the society with knowledge and
information through their well-organized services. Consequently, librarians are now required
to provide quality services to check their users’ satisfaction. With the same purpose, to
evaluate the service quality and users’ satisfaction in the libraries of College Library, 100
College Library library users have been considered. The data has been collected by framing a
structured questionnaire by simple random sampling method. The data has been analyzed by
applying Exploratory Factor Analysis (EFA) and One Sample T-Test. On the bases of data
analysis, it has been concluded that users are satisfied with the services provided College
Library.
Key Words: Service Quality, Satisfaction, SERVQUAL Model, LIBQUAL+.
Introduction
Library is the heart of education. No one can image education without library. It plays an
important to provide core services like research, teaching and learning. To improve the
services of libraries, it is necessary to measure the level of services provided to those who
visit libraries and their minimum and maximum expectations. This helps to not only
understand the current situation but also plan for improving services and making required
1
Research Scholer, Z. F. Wadia Womens College, Athvalines, Surat,
2
Associate Professor, D. R. Patel & R. B. Patel Commerce College & Bhaniben C. Patel BBA College, Bharthana (Vesu),
Surat
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