Measuring Service Quality in the Central Library of Jawaharlal Nehru University: A Study

The present study aims to assess the service quality of the Central Library of Jawaharlal Nehru University. The major objective of the study is to investigate the quality management system in the proposed library and how far it has been succeeded in delivering service quality.
Questionnaire method (closed-ended and open-ended) has been used for data collection. A modified SERVQUAL instrument developed by Parasuraman, et al. (1988) has been used in the questionnaire to measure the outcome performance and perceptions of quality services through users. The questionnaire contains six dimensions of quality services, i.e., reliability, responsiveness, assurance, access, communications and tangibles. The closed-ended
questionnaire was designed to assess responses of users on a five point Likert scale for both types of respondents (Faculty Members and Research Scholars) to measure perception of service quality.