A Study on the Impact of Service Quality on Student Satisfaction towards the University Libraries in Dindigul District, Tamil Nadu, India

S. Mathurajothi; S. Subramani; P. S. Venkateswaran

doi:10.51983/ajist-2018.8.3.200

Authors

S. Mathurajothi Assistant Librarian, (SG), Gandhigram Rural University, Dindigul, Tamil Nadu, India
S. Subramani Assistant Librarian, PSNA College of Engineering & Technology, Dindigul, Tamil Nadu, India
P. S. Venkateswaran Professor, Department of Management Studies, PSNA College of Engineering & Technology, Dindigul, Tamil Nadu, India

DOI:

https://doi.org/10.51983/ajist-2018.8.3.200

Keywords:

Library, Service Quality, Student Satisfaction

Abstract

The main objective of this study is to find out the service quality on student satisfaction towards the University libraries in Dindigul District. A review of literature was collected to find out the relationship among service quality and student satisfaction. A survey was conducted to collect the data from 308 students from the two Universities in Dindigul District. The result shows that except empathy, other service quality factors are positively related to student satisfaction. Tangibility and reliability shows the highest positive correlation with student satisfaction. Finding suggests that Librarian should focus on the service quality factors tested in this research to improve the student satisfaction.

References

Alves, H., & Raposo, M. (2007a). Conceptual Model of Student Satisfaction in Higher Education. Total Quality Management & Business Excellence, 18(5), 571–588.

Andam, R., Montazeri, A., Feizi, S., & Mehdizadeh, R. (2015). Providing a multidimensional measurement model for assessing quality of sport tourism services: Empirical evidence from sport conference as sport event tourism. Iranian Journal of Management Studies, 8(4), 607-629.

Archambault, L. Z. (2008). Measuring Service Performance, Student Satisfaction and its Impact on Student Retention in Private , Post-Secondary Institutions, procedings EDU-COM International Conference, Edith Cowan University.

Clayson, D. E., & Haley, D. A. (2005). Marketing Models in Education: Students as Customers, Products, or Partners. Marketing Education Review, 15(1), 1–10.

De Jager, J. W., & Jan, M. T. (2015). Antecedents of customer satisfaction in the higher education institutions of South Africa. Problems and Perspectives in Management, 13(3), 87–95.

Elsharnouby, T. H. (2015). Student co-creation behavior in higher education: the role of satisfaction with the university experience. Journal of Marketing for Higher Education, 25(2), 238–262.

Eshghi, A., Roy, S. K., & Ganguli, S. (2008). Service quality and customer satisfaction: An empirical investigation in Indian mobile telecommunications services. Marketing Management Journal, 18(2), 119-144.

Farahmandian, S., Minavand, H., & Afshardost, M. (2013). Perceived service quality and student satisfaction in higher education. IOSR Journal of Business and Management, 12(4), 65–74.

Ghazali, E., Nguyen, B., Mutum, D. S., & Mohd-Any, A. A. (2016). Constructing online switching barriers: examining the effects of switching costs and alternative attractiveness on e-store loyalty in online pure-play retailers. Electronic Markets, 26(2), 157–171.

Helgesen, Øyvind. (2006). Are loyal customers profitable? Customer satisfaction, customer (action) loyalty and customer profitability at the individual level. Journal of Marketing Management, 22(3-4), 245-266.

Iwaarden, V., J., & Van der Wiele, T. (2002). A study on the applicability of SERVQUAL dimensions for websites. Erim Report Series Research in Management. Available on the ERIM website: www.erim.eur.nl.

Jacqueline Douglas, Alex Douglas, & Barry Barnes. (2006). Measuring student satisfaction at a UK university. Quality Assurance in Education, 14(3), 251–267.

Khan, M. M., & Fasih, M. (2014). Impact of Service Quality on Customer Satisfaction and Customer Loyalty: Evidence from Banking Sector. Pak J CommerSocSci Pakistan Journal of Commerce and Social Sciences, 8(2), 331–354.

Nguyen, N., & LeBlanc, G. (2001). Image and reputation of higher education institutions in students‟ retention decisions. International Journal of Educational Management, 15(6), 303–311.

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring customer perceptions of service quality. Journal of Retailing, 64(1), 12-40.

Peng, P. J. (2006). Measuring students ‘Satisfaction for Quality Education in an e-Learning University, unitar e-journal, 2(1), 11–21.

Ravindran, S. D., & Kalpana, M. (2012). Students Expectation, Perception and Satisfaction towards the Management Educational Institutions, 2nd Annual International Conference on Accounting and Finance, 2, 401–410.

Yunker, P. J., & Yunker, J. A. (2003). Are Student Evaluations of Teaching Valid? Evidence From an Analytical Business Core Course. Journal of Education for Business, 78(6), 313–317.