Measuring Service Quality In University Library Of Upes: A Servqual Analysis

Abstract

This study aims to evaluate the quality of services offered by the university libraries at UPES Dehradun. The SERVQUAL questionnaire was employed to gather responses on a five-point Likert scale, aimed at assessing both the expectations and perceptions of library users. The findings indicate that users perceive the quality of services offered by the university library as moderate, suggesting a level of dissatisfaction among them. The analyses yielded unfavorable gap scores. The results demonstrate that certain elements of service quality do not correspond with user expectations. Users hold specific expectations regarding the UPES Library; it ought to be focused on service and provide enhanced collections and services to effectively engage its users. The results showed that a majority of users in the UPES Library reported being satisfied with the assistance provided, the professionalism exhibited, the personalized attention received, their understanding of their needs, and the customized support linked to the empathy aspect of SERVQUAL. The results revealed the respondents expressed a high level of satisfaction regarding the elements linked to the responsiveness and assurance dimensions of SERVQUAL.