Measuring of Quality Services in the Libraries

Abstract

Author(s): P. Ramanjaneya Reddy

Libraries have always been committed to provide a high quality of services to its users. The quality of the services in library is essential satisfy the library users. It is an important factor in determining the performances of any library, measured in terms of highest return and user satisfaction. This superiority of the service can be achieved by a good quality management. Quality services means resources and services, which satisfy users’ expectations and perceptions. It is very clear that librarians use measuring tools to run the library services. These tools such as Total Quality Management (TQM), SERVQUAL, LibQUAL+ help them to assess services, to make decisions, to improve services and to achieve a better quality. This paper deals with the concepts of quality, measuring quality services in the libraries, TQM, Benchmarking, SERQUAL and LibQUAL+

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