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Service Quality and Customer’s Satisfaction in Academic Libraries

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The improved service thus obtained has made a library, much more than simply an assemblage of books and numerous sources of knowledge. A real library contains these along with various instructional and access tools and high-quality customer service. In a library, the fundamental goal of a librarian is to make sure that the service provided is consistent with the mission of the institution of which the library forms a part.Service quality of an academic library is a measure of customer satisfaction and the extent to which customers feel that their expectations have met by the service given. Calculation and management of customer satisfaction have remained a usual practice in the for-profit sector for long. The assessment of service quality in the present age finds its roots in the same old trend of measurement of customer satisfaction. Customer satisfaction has frequently undergone many changes in the last four decades as a concept. According to Crosby (1993), the contemporary concept of service quality is significantly influenced by all the approaches made to it in that past that include the 1960s’ corporate image studies and the 1980s’ total quality approach adopted by many economies in the West.The corporate image studies formed the very initial stage of calculation of customer satisfaction that emerged in the 1960s. The image surveys included questions about customer satisfaction and customers’ views about the quality of service given. These questions investigated the progressiveness and the company’s level of engagement with the community. In the latter half of the 1960s, the commencement of studies about the product quality emerged as the second stage of customer satisfaction measurement. A satisfaction index resulted from the adequacy-importance model which served as the cardinal means of measurement of customer satisfaction and played an important role in defining the attitudes of the customers.