Service Quality Expectations of Academic Library Users

The library services have changed very fast in the digital era. The library customers have access to multiple sources of information and expect quality material within the shortest possible time irrespective of the format of information. Hence, library must provide quality service in order to retain and increase its importance for its users and succeed in enhancing the role of the library in teaching, learning and research. Quality services means those which satisfy users’ expectations and perceptions. Proper understanding of customers' perceptions along service quality dimensions is essential for LIS professionals to recognize the customer expectations. This paper briefly explains the concept of service quality; trace its development and highlight some results of service quality studies using various models, with an objective to describe and identify the issues meriting attention by the library professionals to gear up the library products and services so that user communities get satisfied coming to library