Measurement of Total Quality Services in Non Agricultural University Libraries in Maharashtra

Abstract

The topic of the research is Measurement of Total Quality Services in Non-Agricultural newlineUniversity Libraries in Maharashtra . The survey carried out about the quality services provided newlineto the users of Non-Agricultural universities in Maharashtra. The study covered frequency of newlineLibrary visit, Service quality dimensions, including Reliability, Responsiveness, Assurance, newlineAccess, Communication, Tangibles and Empathy and Security regarding the library services. newlineThe researcher has also emphasized on the Expectations and Perceptions of Library Services. newlineThe study mainly focused on the users of Non-Agricultural university libraries in Maharashtra newlinei.e. Faculty members, Research Scholars and Post Graduate students. newlineThe study is aimed to cover the use of library services in nine non-agricultural university newlinelibraries in the Maharashtra. This study does not cover deemed university and institutions of newlinenational importance because of their special character. The nine non-agricultural universities of newlineMaharashtra have undergone NAAC (National Accreditation and Assessment Council) process, newlinebut no University has ISO recommendation. newline2700 questionnaires were thus distributed in nine universities of Maharashtra. Among the users newlineof different departments of the universities in Maharashtra under study, out of which 405 newlineteaching faculty members, 315 Research Scholars and 486 P.G. students responded. Thus it was newlinedescriptive survey research method consisted of questionnaires, interviews and other newlinetelecommunication tools. newlineIt can be concluded that all the university libraries providing OPAC service, efficient newlineretrieval system. The staff in the university libraries gives personal approach to the users. Total newlineQuality Management concerns with the customer satisfaction, which requires healthy newlineenvironment in the university libraries. University libraries are neat and clean and inviting users newlineto the library for accessing the resources and services of the library. The users has rated 60 to newline85% to all the Service Quality Dimensions including Reliabili