This document discusses measuring service quality expectations of library users. It begins by introducing how the role of libraries and user expectations have changed. It then defines quality as meeting customer requirements now and in the future. Several tools for measuring quality are discussed, including SERVQUAL which evaluates reliability, assurance, tangibles, empathy and responsiveness, and LibQUAL which examines library as place, information control, and affect of service. Total Quality Management is also mentioned. The conclusion states it is important for libraries to understand user preferences and expectations which may differ depending on user needs.

1. Measuring Service Quality Expectations of
Library Users
Swapnali Patil & Sarika Sawant
SHPT school of library science
Email: swapnalipatil620@gmail.Com

2. Introduction
 Changing role of the libraries
 Changing users expectations
 According to Heath,(2000)
Libraries today are service agents sharing much in common
with other service providers throughout the profit and
non-profit service sector of society.

3. Definition of Quality
 According to Robinson,
Quality is meeting the requirements of customer- now and in the
future.
 According to Sarkar,
Quality of a product or service is the ability of the product or
service to meet the customers’ requirements.

4. Quality
measuring
tools and
techniques
Servqual
LibQual
TQM

5. Servqual
Reliability
Assurance
Tangibles
Empathy
Responsiveness

6. TQM (Total Quality Management)
Benchmarking
Performance
Measuring and
Monitoring
Qualification
and experience
of staff

7. LibQual
Library as
Place
Information
Control
Affect of
Service

8. Conclusion
It is very necessary for library to take opinions of those to whom they
serve and meant for, while planning and providing services.
Different users may have different preferences in their expectations
depending upon their work.
Affected by the type, objective and culture of institution.

9. References
Cook, C. and Heath, F. (2001), “Users' perceptions of library service quality: LibQUAL+™ quality
study”, Library Trends, 9 (4), 548‐584.
Kiran, K. (2010). Service quality and customer satisfaction in academic libraries: Perspectives
from a Malaysian university. Library Review, 59 (4), 261-273.
Seth, N., Deshmukh, S.G., & Vrat, P. (2004). Service quality models: a review. International
Journal of Quality & Reliability Management, 22(9), 913-949.
Sharma, C. (2013). Quality Management in Libraries: An Outline. International Journal of
Enhanced Research in Management & Computer Applications,2 (8),1-4.
Zeithaml, V. A., Parasuraman, A. Berry, L. L. Delivering quality service: Balancing customer
perceptions and expectations. Free Press, New York, 1990.

10. THANK YOU