Measuring Service Quality at RYM Engineering College Library Bellary of Karnataka State: A LibQUAL +TM Approach

Hosur Gururaja Goud

doi:10.51983/ajist-2013.3.2.84

Authors

Hosur Gururaja Goud Research Scholar, Library & Information Science, School of Social Sciences, IGNOU, New Delhi, India & Librarian, Allum Karibasappa Institute of Management, Bellary - 583 104, Karnataka, India

DOI:

https://doi.org/10.51983/ajist-2013.3.2.84

Keywords:

Service Quality, Gap Model, LibQUAL TM, RYM Engineering College Library

Abstract

The objective of the present paper was to assess the library service quality of the RYM Engineering College, Bellary by using LibQUAL+TM instrument. The LibQUAL+TM instrument was developed in collaboration between ARL and Texas A&M University. It is an effective tool to easily identify service quality from the customer perspective. The LibQUAL+TM instrument is used as a survey tool for data collation. LibQUAL+TM instrument data enables to determine two types of gap analyses, which are gap between perception and minimum (Service Adequacy Gap) and the gap between perception and desired (Service Superiority Gap) based on the Zone of Tolerance concept. The targeted sample was 125 users. Out of these, 100 (80%) questionnaires were completed return from the users. Gap analysis theory and radar chart used for analysis of data collected. The results of the study revealed that the level of service quality only across minimum level and do not achieve the customers desired. This study helps to the RYM Engineering College library for knowing the library user satisfaction level and to improve the service quality to meet the library user’s expectations for sustainable competitive advantage.

References

Ahmad Kassim Norliya, “Evaluating Users’ Satisfaction on Academic Library Performance”, Malaysian Journal of Library and Information Science, Vol. 14, No.2, 2009, pp.101-115. Retrieved May 17, 2010, from http://myais.fskm.um.edu.my/10113.

M. Bavakutty and K.C. Abdual Majeed, “Methods for Measuring Quality of Libraries,” New Delhi: Ess, Ess Publication, 2005, pp. 203-213.

Bruce Thompson, “Origin and Birth of LibQUAL+TM”, Retrieved January 15, 2011, from www.libqual.org/About/Birth/index.cfm

Forte Eric, “Assess, Improve, and Share: Using LibQUAL+TM to Provide a Quick and Easy Assessment for Accreditors, Administrators, and Users.” The Idaho Librarian, Vol. 59, No.2, 2009. Retrieved January 19, 2011, from http://www.idaholibraries.org/idlibrarian/ index.php/idaholibrarian/article/view/16/72#

John B. Harer, “LibQUAL+TM in Lilliput: Assessment Benefits for Small Academic Libraries”, Performance Measurement and Metrics, Vol.7, No.3, 2006, pp.193-204. Emerald Group Publishing Limited. Retrieved January 5, 2010, from http://emeraldinsight. com/10.1108/14678040610713156.

Jankowska Maria Anna, Karen Hertel, and Nancy, J.Young. “Improving Library Service Quality to Graduate Students: LibQUAL +TM Survey Results in a Practical Setting”, Libraries and the Academy, Vol.6, No.1, 2006, pp.59-77. The John Hopkins University press. Retrieved January 10, 2010, from http://muse.jhu.edu/journals/portal_libraries_and_the_academy/summary/v006/6.1jankowska. html.

John H. Heinrichs, Thomas Sharkey and Jeen-Su Lim. “Relative Influence of the LibQUAL+™ Dimensions on Satisfaction: A Subgroup Analysis”, Retrieved November 10, 2012, from http://crl.acrl.org/content/66/3/248.abstract.

J.H. Kemp, “Using the LibQUAL+TM Survey to Assess User Perceptions Of Collections And Service Quality”, Collection Management, Vol.26, No.4, 2001, pp.1-14. Retrieved May 10, 2010, from LISA.

Kalb, Sam. Retrieved July20, 2012, from http://library.queensu.ca/webir/libqual/libqual_working_group.htm

Moon Anne, “LibQUAL+ TM at Rhodes University Library: An Overview of the First South African Implementation”, Performance Measurement and Metrics, Vol. 8, No.2, 2007, pp.72-87. Emerald Group Publishing Limited. Retrieved February 5, 2010, from http://www.emeraldinsight.com/10.1108/14678040710760586.

S.U.Rehman, “Understanding the Expectations of Pakistani Libraries Users a LibQUAL study.” Library Philosophy and Practice. Retrieved November 12, 2012, from http://digtalcomons.unl.edu/libphilprac/732.

S.U. Rehman, Mustafa El-Hadi W. “Perceptions of Pakistani users about library service quality: LibQUAL comments.” Library Philosophy and Practice. Retrieved June 15, 2012, from http://unlib.unl.edu/LPP/rehman-elhadi.html.

Thompson Bruce, Martha Kyrilliodou, and Collen Cook. “User library service expectations in health science vs. other settings: a LibQUAL+® Study.” Health Information and Libraries Journal 24.1(14Nov 2007):38-45. Retrieved April 5, 2010, fromhttp://www3.interscience.wiley.com/journal/118001797/abstract?CRETRY=1&SRETRY=0.

Tom Sanville. “Defending and expanding library turf- the need for scalable consumer research.” Journal of Library Administration 40.3/4 (2004):13-18.The Haworth Information Press. Retrieved July 5, 2012, from http://www.haworthpress.com/web/JLA.