Library Service Quality: A Comparison between SERVQUAL and LibQUAL Model

Abstract

Both profit and non-profit organizations need to take care of their customer satisfaction. For a service institution customer satisfaction highly depends on the quality of the service. Being a service sector institution it is paramount for libraries to evaluate the quality of services provided to the users of a library. Several models and standards have been proposed by scholars and different organizations to measure the service quality of libraries. This paper discusses the different tools for measuring the service quality and compares two prominent models SERVQUAL and LibQUAL model based on their parameters.