Measuring Users’ Perceptions of the Libraries of Management Institutions in Pune Region: a Libqual+ Study

Meenal Oak

Service quality is an important aspect of the academic libraries Basic role of academic libraries is to provide quality service to its varied academic user segments. So providing a consistent level service is a prime need for the academic libraries and meeting or exceeding the user needs is focused effectively. The basic purpose of this paper is to measure the perceptions of users in the libraries of Management Institutions in Pune Region in Saviribai Phule Pune University. The survey method was selected for the present study and used questionnaire instrument for the data collection purpose. The questionnaires are prepared using the LIBQUAL+ (Modified SERVQUAL) tool. The data are collected from the faculty members and students. Further, the stratified random sampling is used and total 1147 questionnaires were circulated to the students and faculty user segments and received a 76.93 % response (883%). This paper is a part of Minor Research Project, which is completed in the 2014; the final report of the same submitted to Savitribai Phule University of Pune. This project was funded by BCUD Savitribai Phule University of Pune for the period of two years as A.Y. 2012-2013 & 2013- 2014. The study is useful in proving a guideline for the library professionals in the Management Institutes in Pune region in tracing out the strong areas as well as the areas needed improvement in their library services. The survey instrument measured library users’ perceived service level of service quality. It is effort to investigate an extent to which the user segments of the Libraries of Management Institutions in Pune Region are satisfied.

Keywords: User Perception, Quality library services; Libqual+