期刊名称：DESIDOC Journal of Library & Information Technology
电子版ISSN：0976-4658
出版年度：2021
卷号：41
期号：02
页码：75-81
DOI：10.14429/djlit.41.02.15804
出版社：DESIDOC, Ministry of Defence, India
摘要：This study evaluates the service quality of special libraries in Kerala, India. A modified SERVQUAL questionnaire was used to collect data from a sample of 800 library users. The analysis revealed that the service quality of the libraries is not up to the expectations of their users. The users have high expectations but they perceived low. The libraries have to update their resources and services regularly in order to meet the changing needs of their users. Proper user orientation programs need to be conducted. The study results suggest the elements to be improved for enhancing the service quality of special libraries in India.
其他摘要：This study evaluates the service quality of special libraries in Kerala, India. A modified SERVQUAL questionnaire was used to collect data from a sample of 800 library users. The analysis revealed that the service quality of the libraries is not up to the expectations of their users. The users have high expectations but they perceived low. The libraries have to update their resources and services regularly in order to meet the changing needs of their users. Proper user orientation programs need to be conducted. The study results suggest the elements to be improved for enhancing the service quality of special libraries in India.
关键词：Service quality; Special library; SERVQUAL; Library evaluation; Quality assessment; Library assessment; Library service
其他关键词：Service quality;Special library;SERVQUAL;Library evaluation;Quality assessment;Library assessment;Library service
