Library Service Quality Expectations

Providing quality service to the users is key purpose of every library. User's satisfaction largely depends on collection, services and its effective delivery. It is critical for librarians to know what quality is expected by the users and how to satisfy their expectations about service quality. Service quality, being non tangible, is difficult to measure. Various quantitative aspects like circulation, cataloguing, acquisition etc have specific standards to measure quality of various library processes. Assessment of library processes help librarians and the management to evaluate library performance according to standards specified. But library users may expect quiet different criteria like comfortable seating arrangement, positive attitude of staff, help for locating documents etc from that of standards specified for library processes. However, for measuring service quality no standards or tools are specified. Author has studied State Administrative Training Institute (ATI) Libraries in India to understand Service Quality Expectations of library users. This book, based on practical study, heps the library professionals to understand various facets of expectations of library users.
The author has catergorized service quality expectations of library users in groups and established a method for assessing them. After proper understanding of expectations it is important to satisfy expectations so as to enhance use of the library services and resources. Therefore, author has also suggested model for library development according to the expectations of library users. Various indicators of service quality are also elaborated in the book.