Use of libqual+® technique to measure the expectations and perception among the patrons of NKC library: A case study
Date
2012
Journal Title
Journal ISSN
Volume Title
Publisher
Journal of Library, Information and Communication Technology
Abstract
The paper discovers and analyses the users’ expectations and perception about the library and its
services. The case study on the Library of Nagindas Khandwala College, Mumbai and its users
has been made. The LibQUAL+® technique has been applied to reach the objectives of the study.
The study helps the above said library in understanding the users’ expectations and perception
about its services, thus giving an opportunity to bring necessary changes. The paper may also help
the fellow library professions to undertake similar survey in their libraries to bridge the gap
between their users’ expectations and perception. The results of the study show that there is a gap
in patrons’ perception of quality of library services against their expectations.
Description
Keywords
LibQUAL+®, SERVQUAL, User study, User expectations, User perceptions, Nagindas Khandwala College Library