Service Quality and User Satisfaction in Sri Lankan Academic Libraries: A Comparative Study Nawarathne I.M.1,*, Singh Ajay Pratap2,** 1Research Scholars, Department of Library & Information Science, Banaras Hindu University, Varanasi, India and Senior Assistant Librarian, Sabaragamuwa University of Sri Lanka, P.O. Box 02, Belihuloya, 70140, Sri Lanka 2Associate Professor, Department of Library & Information Science, Banaras Hindu University, Varanasi-221005, India *Email id: imihami9@gmail.com;
**apsingh_73@yahoo.co.in
Abstract Main aim of this paper was to find out the service quality and user satisfaction of University Libraries of Sri Lanka. For this purpose, questionnaire was prepared including all the services under six dimensions. Two hundred undergraduates were selected randomly from three major government universities.Service quality indexes and user satisfaction indexes were utilised to analyse data. In addition, overall service quality and overall user satisfaction were observed. Overall in this research were unable to express that the library services were not required progress in Sri Lanka. It was possible to find out lot of weaknesses in services provided by the of university libraries. Top Keywords Service Quality, User Satisfaction, User Perception, Academic Library, Sri Lanka. Top |