APPLICATION OF LIBQUAL+ MODEL TO EVALUATE LIBRARY SERVICE QUALITY AT MAHARSHI DAYANAND UNIVERSITY A

International Journal of Mechanical and Production Engineering Research and Development (IJMPERD) ISSN(P): 2249–6890; ISSN(E): 2249–8001 Vol. 10, Issue 3, Jun 2020, 4013–4026 © TJPRC Pvt. Ltd.

APPLICATION OF LIBQUAL+TM MODEL TO EVALUATE LIBRARY SERVICE QUALITY AT MAHARSHI DAYANAND UNIVERSITY AND PANDIT BHAGWAT DAYAL SHARMA POST GRADUATE INSTITUTE OF MEDICAL SCIENCES, ROHTAK, HARYANA MITHU DEY1 & SATISH KUMAR2 1

Research Scholar, Department of Library and Information Science, Mewar University, Chittorgarh, Rajasthan 2

University Librarian, Maharshi Dayanand University, Rohtak, Haryana

ABSTRACTW University libraries serves as a service oriented establishment whose main assignment to facilitate community of learners with rich source of knowledge and information assembled in various form of print/ digital resources through their efficient and smooth services. Therefore, librarian needs to provide the quality library services to meet the users’ expectation both in terms of resources and services. The present study deals with service quality gap using LIBQUAL+ TM. The study examines the quality of library services offering in Maharshi Dayanand University (MDU) and Pandit Bhagwat and expectations to establish the views of library users on service level. Total question 450 questionnaires were distributed to students of both the universities on random basis, out of which 428 completely filled questionnaires retrieved for data analysis. The results derived from study illustrates that in both the university libraries there is a gap in users’ perceptio ns and expectations on quality of library services delivered, however, the performance of Maharshi Dayanand University (MDU) library in all dimension was found better than Pandit Bhagwat Dayal Sharma Post Graduate Institute of Medical

Original Article

Dayal Sharma Post Graduate Institute of Medical Sciences (PGIMS-R) applying LIBQUAL+TM from user’s perceptions

Sciences (PGIMS-R) library. The study suggested librarian require to observe those differences in the level of perception and make essential modification in their standard operating procedures to increase the quality of library services delivered.

KEYWORDS: LIBQUAL+TM, University libraries, Quality library services, Users’ expectations, Users’ Perception, MDU, PGIMS-R

Received: May 12, 2020; Accepted: Jun 02, 2020; Published: Jul 18, 2020; Paper Id.: IJMPERDJUN2020380

INTRODUCTION Around the world, universities acts as an agent for higher educational institution known for its quality of degree of excellence of learning and lifelong education. It plays a key role to accomplish academic, research, social and cultural excellence. With advancement of information and communication technology, an operation of universities undergoes dynamic changes and the libraries have no exception to cope with these technological influences.

Hornby (2007) defined quality as “the standard of something as measured against other things of a similar kind or the degree of excellence of something”.

University libraries serves as package of rich resources and quality services provided to its users. The library users are now desire more quality services to be meet within short span to possible time. It is required for the university libraries to modify its pattern of service delivery as well as should conduct frequent survey on quality library services to get maximum satisfaction and delighted library users. Thus, satisfying users’ needs is the crucial

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objective of both for the libraries and librarians.

To measure the quality of library services, university libraries will encourage analyzing and evaluating present library resources, operations, facilities, human resources and budget to understand how effectively a library is running with current resources and services. The present study is concentrated on evaluating library service quality offering in Maharshi Dayanand University and Pandit Bhagwat Dayal Sharma Post Graduate Institute of Medical Sciences applying LIBQUAL+TM from user’s perceptions and expectations to establish the views of library users on service level.

LIBQUAL+TM is a web based survey instrument to measure the users’ expectations and perceptions on three dimensions of quality of library service; affect of service (AOS), information control (IC), and library as a (LP). “Quality is an attribute, a characteristic, a trait, or an excellence, or the possession of which invests a thing, a person, or an idea with a sense of superiority. Although the concept of service quality is not new but measuring service quality as a management technique has gained much importance over the last few decades in most service organizations, especially in library and information centers” (LIBQUAL+TM, 2018). LIBQUAL+TM permits library users an opportunity to explain, where services demand enhancement and improvement so that library authorities may modify, manage and acknowledge to excel users’ expectations.

REVIEW OF LITERATURE Kyrillidou and Persson (2006) in their study at Swedish language besides American and British English in Lund University, Sweden, using LIBQUAL+TM survey instrument, found that though information control dimension gained its importance but library users presented its importance on affect of service dimension for independent in using of library resources. While measuring quality of library service in Chancellor College Library, University of Malawi, Kachoka and Hoskins (2009) observed that library users’ expectation level on service quality was higher than the actual perception level. Oak and Patil (2011) in their study identified that library users of Indian Institute of Management- Bangalore (IIMB) and Institute of Management and Career Courses- Pune (IMCC) were seems satisfied with the quality of library services. Using LIBQUAL+TM in the library of Mashhad University of Medical Science, Iran, Pedramnia et al (2012) identified that users faced lower quality of library services in all the three dimensions. A study at RYM Engineering College Library, Bellari in Karnataka, Goud (2013) stated that on all the three dimensions service quality at minimum level did not attain the users’ desire.

A study conducted by Killick, Weerden and Weerden (2014) to determine the satisfaction level of library users of national and academic libraries of Ireland and United Kingdom that Information control dimension achieved highest perceived mean score of 7.6 1 and lowest perceived mean score of 7.44 for library as a place dimension. Using LIBQUAL+TM instrument at Tehran University of Medical Sciences by Mardani and Zane (2014) observed that users were of opinion that present quality of library services lower than what librarians should ponder to deliver them. While evaluating quality of library service by using LIBQUAL+ TM tool at Rajiv Gandhi National Law University, Patiala , Mohindra et al. (2015) observed that there was a significant difference among the library users on desired and perceived level on each dimensions, especially maximum gap was discovered in the information control dimension. A study on library of National Law School of India, Bangalore, Mohindra and Shokeen (2016) found that library users were satisfied with the services provided by the library. Khan, Bairam (2016) discussed on his paper undertaken tudy on performance audit by implementing LIBQUAL+TM model on library users of Burdwan University Library and Visva-Bharati Library

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The study derived that performance of Visva-Bharati Library (VBL) in all its dimensions was better than Burdwan University Library (BUL).

In another study conducted by Ziaei, soraya and Ranjgar korjan, Fateme (2018) on “Assessment of services quality in Tabriz central library from the users point of view based on LIBQUAL+ TM model” explained that Tabriz Central Library offered overall quality services more than the minimum expected level and gap between existing and maximum expected level was very little. Nasibi-Sis, H. et al (2019) in their research paper on based on LIBQUAL+TM model on Shahid Beheshti University of Medical Sciences to evaluate users’ perception stated that hospital libraries unable to fulfill the users’ minimum expectations on library as a place and information control. The study suggested improving both quality and quantity of library services delivered to medical community users. While evaluating the student’s perception of Hospitality Institute of India on quality of library services by using LIBQUAL+ TM instrument, Mallya and Payini (2019) explains that there is a significant difference between mean perception of post graduate and under graduate students on quality of services provided by institute library. The study reveals that librarian should put practical steps to modify their practice of standard operating procedure to improve their services.

STATEMENT OF THE PROBLEM The present study entitled “Application of LIBQUAL+TM Model to evaluate library service quality at Maharshi Dayanand University and Pandit Bhagwat Dayal Sharma Post Graduate Institute of Medical Sciences, Rohtak, Haryana” to investigate the user’s expectations and perceptions on quality of library services being delivered by Maharshi Dayanand University (MDU) and Pandit Bhagwat Dayal Sharma Post Graduate Institute of Medical Sciences (PGIMS-R) applying LIBQUAL+TM from user’s perceptions and expectations to establish the views of library users on service level. Gap analysis used to determine users’ perception on quality of library services against their expectations and also identify the areas need of improvement.

SCOPE OF THE STUDY The present study was conducted using LIBQUAL+TM model to determine users’ perception on quality of library services against their expectations based on three dimensions: Affect of Service (AOS), Information Control (IC), and Library as a Place (LP) in the university libraries Maharshi Dayanand University and Pandit Bhagwat Dayal Sharma Post Graduate Institute of Medical Sciences, Rohtak, Haryana The scope identifies the level of users’ satisfaction on quality library services and makes certain some suggestions for the improvement of services provided by these two university libraries.

OBJECTIVES OF THE STUDY

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To determine the users’ expectations and perceptions on quality library services of the Maharshi Dayanand University (MDU), Rohtak.

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To identify the major quality attributes using the Gap Analysis and ranking each to estimate satisfaction level of the Maharshi Dayanand University (MDU), Rohtak.

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To determine the users’ expectations and perceptions on quality library services of the Pandit Bhagwat Dayal Sharma Post Graduate Institute of Medical Sciences (PGIMS-R), Rohtak.

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To identify the major quality attributes using the Gap Analysis and ranking each to estimate satisfaction level of the Pandit Bhagwat Dayal Sharma Post Graduate Institute of Medical Sciences (PGIMS-R), Rohtak.



To compare the users’ expectations on three dimensions of both the university libraries.

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To compare the users’ perceptions on three dimensions of both the university libraries.

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To compare the Gap Score of university libraries of MDU and PGIMS-R.

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To propose suggestions for need of improvement of both the university libraries.

RESEARCH METHODOLOGY The present study deals with service quality gap using LIBQUAL+ TM. The study examines the quality of library services offering in Maharshi Dayanand University and Pandit Bhagwat Dayal Sharma Post Graduate Institute of Medical Sciences applying LIBQUAL+TM from user’s perceptions and expectations to establish the views of library users on service level.

Explorative research design method has been used for this study. Primary data was collected from existing library users.

Total question 450 questionnaires were distributed to students of both the universities on random basis, out of which 391 completely filled questionnaires retrieved for data analysis. User perception and expectation of university libraries has been obtained on a 5-point Likert’s scale ranging from “strongly agree” to “strongly disagree”. A total 391 (86.9%) valid questionnaires for analysis under three dimensions: Library as a Place (LP), Information Control (IC) and Affect on Services (AOS). The gap difference between user’s expectation and perception on library services was calculated.

DATA PROCESSING AND ANALYSIS For data analysis, collected data were entered in an excel sheet and scrutinized using statistical tool. Survey measures expectations and perceptions of library users through 5-point Likert scale on each 22 attributes under three dimensions.

Table 1: Users Expectations and Perceptions on LIBQUAL+TM Dimensions (22 Attributes) of MDU Library Attributes E P Gap (P-E) Rank Library as a Place (LP) 4.8 4.7 Library as a gateway for study, learning or research -0.08 1 7 9 4.4 4.3 Visually appealing physical facilities -0.15 3 7 2 4.7 Convenient operational opening hours to Users 4.4 -0.39 17 9 Suitable layout and proper arrangement of print/ non print resources in the 4.8 4.6 -0.26 9 library 8 2 4.6 4.3 Comfortable and Inviting location -0.32 12 9 7 4.7 Average 4.5 -0.24 4 Information Control (IC) 4.9 4.6 Rich and informative printed/non print collection -0.34 13 5 1 Automated library operations and modern equipment to access information 4.8 4.5 -0.22 6 easily 1 9 4.7 4

Providing online based information services

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4.2 6

-0.48

21

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Table 1: Contd., Subscription of academic/ research based/ bibliographic databases High Speed Internet Connectivity Well designed and resource based library website Easy to access tool for independent search Provision of on-line reservation/renewals Average

4.7 8 4.8 8 4.6 4 4.6 9 4.7 7 4.7 8

4.4 1 4.4 7 4.3 7 4.4 3 4.2 3 4.4 2

-0.37

15

-0.41

18

-0.27

11

-0.26

10

-0.54

22

-0.36

Affect of Service (AOS) Proper signage, shelf guide, location indicators etc to resources and services

4.7

Staff pays individual attention and caring while dealing with users

4.8

4.2 6 4.7

-0.44

20

-0.16

4

Table 1 highlights on level of users’ expectations and perceptions on LIBQUAL+ TM dimensions on 22 attributes of MDU library. The data demonstrates that MDU library scored least gap on Library as a gateway for study, learning or research (-0.08) earned 1st position on Rank Scale followed by Ability to deliver the promised services on time (-0.13) holds 2nd Rank, Visually appealing physical facilities (-0.15) holds 3rd Rank, Staff pays individual attention and caring while dealing with users (-0.16) holds 4th Rank and Knowledge/Competence of staff to answer user’s queries (-0.19) holds 5th Rank. The attributes which score more gap on Provision of on-line reservation/ renewals (- 0.54) hold 22nd rank, providing online based information services (-0.48) holds 21st rank and Proper signage, shelf guide, location indicators etc. to resources and services (-0.44) holds 20th rank.

Figure 1: Radar Diagram on LIBQUAL+TM Dimensions of MDU Library.

Each axis represents one attribute. On each axis, users’ expectations and perceptions on quality library service are plotted and the resulting ‘gaps’ between these two levels (Blue line shows users’ expectation and Red line shows user’s perception) on each attributes.

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Table 2: Users’ Expectations and Perceptions on LIBQUAL+TM dimensions (22 Attributes) of PGIMS-R Library Attributes E P Gap (P-E) Rank Library as a Place (LP) 4.8 4.7 Library as a gateway for study, learning or research -0.12 1 3 1 4.4 4.0 Visually appealing physical facilities -0.37 8 5 8 4.7 4.3 Convenient operational opening hours to Users -0.4 11 7 7 Suitable layout and proper arrangement of print/ non print resources in the 4.2 4.8 -0.54 19 library 6 4.5 4.1 Comfortable and Inviting location -0.39 10 5 6 4.6 4.3 Average -0.36 8 7 Information Control (IC) 4.9 4.5 Rich and informative printed/non print collection -0.41 12 4 3 Automated library operations and modern equipment to access information 4.6 4.1 -0.48 16 easily 2 4 Providing online based information services 4.7 4.2 -0.5 18 4.7 4.2 Subscription of academic/ research based/ bibliographic databases -0.49 17 5 6 4.4 4.0 High Speed Internet Connectivity -0.43 14 9 6 3.8 Well designed and resource based library website 4.7 -0.86 22 4 4.5 4.2 Easy to access tool for independent search -0.29 6 8 9 4.6 3.9 Provision of on-line reservation/renewals -0.71 21 5 4 4.6 4.1 Average -0.52 8 6 Affect of Service (AOS) 4.6 4.2 Proper signage, shelf guide, location indicators etc to resources and services -0.38 9 3 5 4.8 4.6 Staff pays individual attention and caring while dealing with users -0.19 2 3 4 4.7 4.4 Error free records in the library -0.27 5 4 7 4.6 4.3 Ability to deliver the promised services on time -0.3 7 4 4 4.6 4.3 Staff’s sincere interest/willingness to help users -0.25 3 2 7 4.8 4.4 Staff display reliability in handling users’ service problems -0.42 13 4 2 4.5 4.0 Staff who courage/instill trust/confidence in users -0.47 15 5 8 4.6 3.9 Staff who understand the specific needs of users -0.65 20 3 8 4.7 4.5 Knowledge/Competence of staff to answer user’s queries -0.26 4 7 1 Average 4.69 4.34 -0.35

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Table 2 highlights on level of users’ expectations and perceptions on LIBQUAL+ TM dimensions on 22 attributes of PGIMS-R library. The data demonstrates that PGIMS-R library scored least gap on Library as a gateway for study, learning or research (-0.12) earned 1st position on Rank Scale followed by Staff pays individual attention and caring while dealing with users (-0.19) holds 2nd Rank, Staff’s sincere interest/willingness to help users (-0.25) holds 3rd Rank, Knowledge/Competence of staff to answer user’s queries (-0.26) holds 4th Rank and Error free records in the library (0.27) holds 5th Rank. The attributes which score more gap on Well designed and resource based library website (-0.86) hold 22nd rank, Provision of on-line reservation/renewals (-0.71) holds 21st rank and Staff who understand the specific needs of users (- 0.65) holds 20th rank.

Figure 2: Radar Diagram on LIBQUAL+ TM Dimensions of PGIMS-R Library.

Each axis represents one attribute. On each axis, users’ expectations and perceptions on quality library service are plotted and the resulting ‘gaps’ between these two levels (Blue line shows users’ expectation and Red line shows user’s perception) on each attributes.

Table 3: Comparison of Users’ Expectations on LIBQUAL+TM dimensions (22 Attributes) of MDU Library and PGIMS-R Library MDU PGIMS_R Gap Attributes Expectation Expectation Score Mean Score Mean Score Library as a Place (LP) Library as a gateway for study, learning or research 4.87 4.83 0.04 Visually appealing physical facilities 4.47 4.45 0.02 Convenient operational opening hours to Users 4.79 4.77 0.02 Suitable layout and proper arrangement of print/ non print resources in the 4.88 4.8 0.08 library Comfortable and Inviting location 4.69 4.55 0.14 Average 4.74 4.68 0.06 Information Control (IC) Rich and informative printed/non print collection 4.95 4.94 0.01 Automated library operations and modern equipment to access 4.81 4.62 0.19 information easily Providing online based information services 4.74 4.7 0.04 Subscription of academic/ research based/ bibliographic databases 4.78 4.75 0.03 High Speed Internet Connectivity 4.88 4.49 0.39 Well designed and resource based library website 4.77 4.7 0.07 Easy to access tool for independent search 4.69 4.58 0.11 Provision of on-line reservation/renewals 4.64 4.65 -0.01 Average 4.78 4.68 0.1 www.tjprc.org

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Table 3: Contd., Affect of Service (AOS) Proper signage, shelf guide, location indicators etc to resources and services Staff pays individual attention and caring while dealing with users Error free records in the library Ability to deliver the promised services on time Staff’s sincere interest/willingness to help users Staff display reliability in handling users’ service problems Staff who courage/instill trust/confidence in users Staff who understand the specific needs of users Knowledge/Competence of staff to answer user’s queries Average

4.56

4.62

-0.06

4.87

4.83

0.04

4.76 4.75 4.69 4.89 4.62 4.7 4.83 4.74

4.74 4.64 4.63 4.84 4.55 4.63 4.77 4.69

0.02 0.11 0.06 0.05 0.07 0.07 0.07 0.05

The data from Table-3, found that expectation level library users of MDU was higher as compared to library users of PGIMS-R for most of the attributes except Provision of on-line reservation/renewals and Proper signage, shelf guide, location indicators etc to resources and services, in these two attributes expectation level of library users of PGIMS-R was higher than library users of MDU. The expectation gap is more in MDU library users than PGIMS-R library users mainly on these features such as High Speed Internet Connectivity (0.39), Automated library operations and modern equipment to access information easily (0.19) and Comfortable and Inviting location (0.14).

Table 4: Comparison of Users’ Perception on LIBQUAL+TM Dimensions (22 Attributes) of MDU Library and PGIMS-R Library MDU PGIMS_R Gap Attributes Perception Perception Score Mean Score Mean Score Library as a Place (LP) Library as a gateway for study, learning or research 4.79 4.71 0.08 Visually appealing physical facilities 4.32 4.08 0.24 Convenient operational opening hours to Users 4.4 4.37 0.03 Suitable layout and proper arrangement of print/ non print resources in the 4.62 4.26 0.36 library Comfortable and Inviting location 4.37 4.16 0.21 Average 4.5 4.37 0.13 Information Control (IC) Rich and informative printed/non print collection 4.61 4.53 0.08 Automated library operations and modern equipment to access information 4.59 4.14 0.45 easily Providing online based information services 4.26 4.2 0.06 Subscription of academic/ research based/ bibliographic databases 4.41 4.26 0.15 High Speed Internet Connectivity 4.47 4.06 0.41 Well designed and resource based library website 4.23 3.84 0.39 Easy to access tool for independent search 4.43 4.29 0.14 Provision of on-line reservation/renewals 4.37 3.94 0.43 Average 4.42 4.16 0.26 Affect of Service (AOS) Proper signage, shelf guide, location indicators etc to resources and services 4.43 4.37 0.06 Staff pays individual attention and caring while dealing with 4.71 4.64 0.07 users Error free records in the library 4.52 4.47 0.05 Ability to deliver the promised services on time 4.5 4.34 0.16 Staff’s sincere interest/willingness to help users 4.34 4.25 0.09

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Application of LIBQUAL+TM Model to Evaluate Library Service Quality at Maharshi Dayanand University and Pandit Bhagwat Dayal Sharma Post Graduate Institute of Medical Sciences, Rohtak, Haryana

Staff display reliability in handling users’ service problems Staff who courage/instill trust/confidence in users Staff who understand the specific needs of users Knowledge/Competence of staff to answer user’s queries Average

4.51 4.19 4.26 4.64 4.46

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4.42 4.08 3.98 4.51 4.34

0.09 0.11 0.28 0.13 0.12

The data from Table -5, found that perception level library users of MDU was higher in all 22 attributes as compared to library users of PGIMS-R. The expectation gap is more in MDU library users than PGIMS-R library users mainly on these features such as Automated library operations and modern equipment to access information easily (0.45), Provision of online reservation/ renewal (0.43) and High Speed Internet Connectivity (0.41).

Table 5: Comparison of Gap Scores on 22 Attributes of MDU Library and PGIMS-R Library MDU Gap PGIMS-R Gap Attributes (P-E) (P-E) Library as a Place (LP) Library as a gateway for study, learning or research -0.08 -0.12 Visually appealing physical facilities -0.15 -0.37 Convenient operational opening hours to Users -0.39 -0.4 Suitable layout and proper arrangement of print/ non print resources in the library -0.26 -0.54 Comfortable and Inviting location -0.32 -0.39 Average Information Control (IC) Rich and informative printed/non print collection -0.34 -0.41 Automated library operations and modern equipment to access information easily -0.22 -0.48 Providing online based information services -0.48 -0.5 Subscription of academic/ research based/ bibliographic databases -0.37 -0.49 High Speed Internet Connectivity -0.41 -0.43 Well designed and resource based library website -0.54 -0.86 Easy to access tool for independent search -0.26 -0.29 Provision of on-line reservation/renewals -0.27 -0.71 Average Affect of Service (AOS) Proper signage, shelf guide, location indicators etc to resources and services -0.13 -0.25 Staff pays individual attention and caring while dealing with users -0.16 -0.19 Error free records in the library -0.24 -0.27 Ability to deliver the promised services on time -0.25 -0.3 Staff’s sincere interest/willingness to help users -0.35 -0.38 Staff display reliability in handling users’ service problems -0.38 -0.42 Staff who courage/instill trust/confidence in users -0.43 -0.47 Staff who understand the specific needs of users -0.44 -0.65 Knowledge/Competence of staff to answer user’s queries -0.19 -0.26 -0.30 -0.42 Average The overall gap score of MDU library (mean -0.30) was below the average score of PGIMS-R (-0.42). Therefore it indicates although in all 22 items there were shortfalls in existing library resources and services against the users’ satisfaction. Further added, library users of MDU were observed more satisfied as compared to PGIMS-R.

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Figure 3: Graphical Comparison of Average Gap Scores on 22 Attributes of MDU Library and PGIMS-R Library.

Graphical presentation of comparison of average Gap Scores on 22 attributes of MDU Library and PGIMS-R Library that in all attributes gap score obtained by MDU library on users’ expectations and perceptions were below to users’ expectations and perceptions PGIMS-R Library users. This shows that MDU library users were more satisfied with the resources and services offered than PGIMS-R Library users.

Table 6: Comparison of Average Gap Score on each Dimension of MDU library and PGIMS-R Library Dimensions MDU Library PGIMS-R Library Library as a Place (LP) -0.24 -0.36 Information Control (IC) -0.36 -0.52 Affect of Service (AOS) -0.29 -0.35 From the data analysis of Table-6, it was observed that the average gap score on all 3 dimensions of PGIMS-R Library was more than that of MDU Library. From obtained result, with high infrastructure, well appealing physical facilities, rich library resources and well delivered library services also increase the expectations of users.

FINDINGS OF THE STUDY 

Table 1: Users’ Expectations and Perceptions on LIBQUAL+TM dimensions (22 Attributes) of MDU Library- The data demonstrates that MDU library scored least gap score on Library as a gateway for study, learning or research (-0.08) earned 1st position on Rank Scale and highest gap score on Provision of on-line reservation/ renewals (0.54) hold 22nd rank.



Table 2: Users’ Expectations and Perceptions on LIBQUAL+ TM dimensions (22 Attributes) of PGIMS-R LibraryThe data demonstrates that PGIMS-R library scored least gap on Library as a gateway for study, learning or research (-0.12) earned 1st position on Rank Scale and Well designed and resource based library website (-0.86) hold 22nd rank



Table 3: Comparison of Users’ Expectations on LIBQUAL+ TM dimensions (22 Attributes) of MDU Library and PGIMS-R Library-The expectation level library users of MDU was higher as compared to library users of

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PGIMS-R for most of the attributes except Provision of on-line reservation/renewals and Proper signage, shelf guide, location indicators etc to resources and services. 

Table 4: Comparison of Users’ Perception on LIBQUAL+ TM dimensions (22 Attributes) of MDU Library and PGIMS-R Library- The perception level library users of MDU was higher in all 22 attributes as compared to library users of PGIMS-R.



Table 5: Comparison of Gap Scores on 22 attributes of MDU Library and PGIMS-R Library- The overall gap score of MDU library (mean -0.30) was below the average score of PGIMS-R (-0.42). Therefore it indicates although in all 22 items there were shortfalls in existing library resources and services against the users’ satisfaction.



Table 6: Comparison of Average Gap Score on each dimension of MDU library and PGIMS-R Library- the average gap score on all 3 dimensions of PGIMS-R Library was more than that of MDU Library. From obtained result, with high infrastructure, well appealing physical facilities, rich library resources and well delivered library services also increase the expectations of users.



The complete analysis shows that MDU library users were more satisfied with the resources and services offered than PGIMS-R Library users.

RECOMMENDATIONS 

Library infrastructure should be more user-friendly and acquainted with better facilities.



The library management should plan for more value added services.



Library website should be updated and well maintained.

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Automated library operations and modern equipment to access information easily

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The library should have high speed network connectivity.

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Provision of online reservation/ renewal

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The library staff should more be more courageous and instill trust among the users for making utmost use of library resources, services and facilities.

CONCLUSIONS The results of the present study reflect that there is a gap in users’ expectations and perceptions on quality library services.

The expectation level of library users at MDU was higher than the expectation level of library users at PGIMS-R. The recommendation suggested on the above research study that considering the present situation of changing users’ expectations, required that library staff should put more familiar with the changing technology for getting more fruitful outcomes and continually put forward with new value added and quality library services along with rich resources to retain the existing and potential users.

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Goud, Hosur Gururaja (2013). Measuring service quality at RYM engineering college library Bellari of Karnataka state: A LIBQUAL+TM approach. Asian Journal of Information Science & Technology, 3(2), 1-7.

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Hornby, A.S. (2005). Oxford Advanced Learner’s Dictionary of Current English, 7th ed. Oxford: Oxford University Press, 1233 p.

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Kachoka, N., & Hoskins, R., 2009. Measuring the quality of service: a case of Chancellor College Library, University of Malawi. South African Journal of Library and Information Science, 75(2), 170-178.

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Khan, Bairam, "Performance Audit through LIBQUAL+ TM + Technique: The Experience of Burdwan University and VisvaBharati Library Users" (2016). Library Philosophy and Practice (e-journal).

5.

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