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Library Philosophy and Practice (e-journal) Libraries at University of Nebraska-Lincoln

10-2011

Use of IT and Its Impact on Service Quality in an Academic Library

Gulam Rasul
Institute for International Management and Technology, [email protected]

Ashok Kumar Sahu

Institute for International Management and Technology, [email protected]

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Rasul, Gulam and Sahu, Ashok Kumar, "Use of IT and Its Impact on Service Quality in an Academic Library"
(2011). Library Philosophy and Practice (e-journal). 622.
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Library Philosophy and Practice 2011

ISSN 1522-0222

U se of I T a nd I t s I m pa c t on
Se rvic e Qua lit y in a n Ac a de m ic
Libra ry
Gulam Rasul
Asst. Librarian
Institute for International Management and Technology
Gurgaon, Haryana

Ashok Kumar Sahu

Senior Librarian
nstitute for International Management and Technology
Gurgaon, Haryana

I nt roduc t ion

Information technology has profound effect on the progress and development of human
civilization. The advances in science and technology has made a tremendous improvement
and changed all activities of present society. Due to revolution of information technology,
increased tremendously demand, consumption, and importance of information in present
society. The librarians are faced challenges to managing massive volume of information for
storage, process, retrieve, and disseminate in libraries (Ramana, 2004). Rapid advances in
Information Technology in the past two decades have brought revolutionary changes in the
concept, organization, functioning and management of library and information systems
through out the world. The modern technology has greatly improved the capabilities of
managing this explosive growth of information effectively. Information technologies today
are characterized by their very dynamic development and increasing complexity.
Information technology application in library and information field has made remarkable
progress in the world. Information Technology not only affects the technical services of
libraries but also shapes the library services that are being offered to the public. Worldwide
libraries have been exploring new technologies for providing better and faster access to vast
information resources and efficient information services to their users. Information
Technology has offered better solutions to achieve greater level of efficiency, productivity
and excellence services in libraries (Cholin, 2005).

I nform a t ion T e c hnology T re nds in Ac a de m ic Libra rie s

The advent of information society can be traced to 1960s when a shift occurred from the
industrial processes to a service based economy. Since 1960s, libraries worldwide have
been using technology in general and computers to automate the administrative & technical
tasks of the library (Raman, 1998). In India, computerization of library had started in the
year of 1955 at Indian Statistical Institute, Calcutta. During 1970s DRTC, BARC, TIFR, IIT-
Madras, and BHEL- Hyderbad have been used production of information product and
services (Raman, 1998). Every facet of library work, in academic, school, public, and
special libraries, is being transformed as a result of technological advances. Among the
changes are: increased database access through CD-ROMs, local mainframes, or dial-up
services; a shift in the focus of library instruction toward skills for using computer-based
information systems; and the provision of access to local collections for remote users, and
to remote collections for local users. The World Wide Web became a significant vehicle for
distributing information. Information technology has emerged as the most potent tool to
collect, organizes, and disseminates information to the people at large scale through
communication network. Internet brought the biggest change in libraries as 1990s saw the
rapidly increasing availability of access to computers generally. The Information and
Communication Technologies (ICT) have brought revolutionary changes in handling
delivering and storage of information. The transition of traditional library collections to digital
or virtual collections presented the librarian with new opportunities and challenges.

Libraries in India have struggled with many problems, but recent government support for
research has provided an opportunity for the development of library services and increased
access to information. Government encouragement of funding of private organizations
through tax benefits has also led to investment in libraries and information as part of
research activities (Ashraf, 2008). The internet, especially WWW has given the librarian a
new dynamic role to play in the society and serve the new information based in better ways
than every before, because of the powerful features of web i.e. distributed, heterogeneous,
collaborative, multimedia, Standards and Protocols, architecture, world wide web has
revolutionized the way people access information and has opened up new possibilities in
areas such as digital libraries, Virtual libraries, efficient information retrieval and
dissemination.

INFLIBNET has played major role in bringing IT culture and establishing IT infrastructure in
Indian Universities. It is involved in modernizing university libraries in India. To create
awareness about library automation and spread IT culture among library professionals,
INFLIBNET organizing INFLIBNET Regional Training Programme on Library Automation
(IRTPLA) in different regions of the country. Recently it has initiated subscription of the E-
Journals for academic libraries in India. INFLIBNET has played major role in library
automation. SOUL designed and developed by INFLIBNET, which is cost affective and user
friendly software has been installed in 170 universities/institutions (INFLIBNET, 2003).

Applic a t ion of I T in Ac a de m ic Libra rie s

The application and accessibility of IT facilitates the free flow of information, creative
expression and effective management. The major factors and challenges forced the
libraries to adopt Information Technology such as Information explosion, Technological
development, Provide efficient and effective services, Increased number of users, Increased
the expectations of the users, Online Information retrieval, Increase the commercial
information providers , and Changes the nature of Information resources (E-Journals, CD-
ROMs, and Online Databases etc.) (Davarpanah, 2001).

Libraries are using the Information Technology in general and to automate a wide range of
administrative and technical process, build databases, networks and provide better services
to their users. The use of IT has become imperative for the efficient management of modern
libraries. Library Automation is one of the major applications of IT in libraries. It is helped to
change the libraries In-house activities (Acquisition, Cataloguing, Indexing, Serial control,
Circulation etc.) from manual system to automation (Venkataraman, 1998). In 1980s, most
of the libraries were computerized their in-house activities. Recently, libraries have to
implement increasingly complex solutions that involve distributed networking and access to
remote information resources. The use of IT in libraries has tremendously increased due to
its enhanced user satisfaction, cost effectiveness, faster and simpler programs, rapid
communicative interaction and easier operational procedures (Storey, 1995).

Effective use of IT in libraries increase efficiency in operations, eliminates repetitive nature

of works, improves the quality and range of services, facilities easy and wider access to all
kinds of information sources, facilitates faster information communication, increase moral
and motivation of library staff, facilitates cooperation and resource sharing, save time,
space, improves productivity and image of library (Venkataramana, 1998).

The electronic resources that are available in libraries are an outcome of the advances in
both computer technologies, including information storage and delivery mechanism, and
software providing user friendly interfaces. In most of the libraries in the western countries,
Online Public Access Catalogues (OPAC) have almost replaced card catalogues, offering
enhanced search capabilities for accessing the collection of library. Many libraries also
provide a web interface to their library and information system, often including direct links of
electronic journals, books and internet resources (Cholin, 2005).

I m pa c t of I nform a t ion T e c hnology on Libra ry Se rvic e s

The growth of information and the dependency on it have paved the way for the
information society and subsequently the knowledge society. Information has always been
prime factor for the development of society and is often regarded as a vital national
resource. Information services try to meet this objective. Information has become important
part of our lives and should be available when needed. Information services are generated
using new tools and techniques to facilitate the right users to the right information (Khodeh
and Dhar, 2002). The implementation of information technology in the libraries has
demanded new forms of library services to get more user satisfaction. Digital library service
has evolved after the implementation of IT in the library and information centers.
Information technology has had a significant impact and has successfully changed the
characteristics of information services being generated in libraries. The past two decades
have seen great changes in library due to information technology. The technological
advancement have made significant impact on the growth of knowledge and unlocking of
human potential. In library, the impact is clearly visible on information resources, services,
and people (Manjunatha, 2007).

One of the distinct gifts of information technology has been the invention of devices with
huge storage capacity. CD-ROM’s, DVDs and flash memory cards have changed the face
of libraries. Online access to information has turned many libraries into “Virtual Libraries”
(Mishra, 2001). Now Libraries are changing the way in which information is stored and
disseminated to users.

The next benefit of IT is the automation of library activities. Many in-house operations in
the library like acquisition, processing, circulations, maintenance, serial management are
changed manual to automation. The need for automation arises as to reduce the effort a
time required for these jobs. Now many softwares are available in market for library
automation. IT has helped in establishing library networking and resource sharing through
internet and intranet. Library networks have expanded the limitation of the scope of
resource sharing and information exchange. Today internet is the major resource for
librarians. Application of IT has contributed the improvement in provision of quick, quality
services in the libraries.

Another impact is remote access of variety of commercial and non commercial information
sources i.e. online full text databases, e-journals, e-books, library catalogue (OPAC) etc.
The present day information seekers can access the worldwide information through internet
on their desktop without any time limitation.

Libra ry Se rvic e Qua lit y

The concept of service quality in the context of a library can be defined as the difference
between user expectations and perceptions of service performance. In the library, quality
may be recognized by the customers in terms of prompt delivery or lack of error in services.
Quality can also be seen as relating to the fitness of a service or product to its intended
purpose or use, subject to the expectations of the customer or user. Quality becomes a big
issue when libraries try to expand their scope and improve their service. Quality, therefore,
must be in conformity with the customer’s requirements or needs. This means that the
quality of a service can be a definition of the customer’s perception of what is good or bad,
acceptable or not acceptable service. (Sahu, 2006)
The service quality measurement is essential to know the user expectation and perception
on library services. Zeithaml, Parasuraman, and Berry identify the five service quality
dimensions and also use them to develop a model of service quality which is commonly
known as the Gaps Models. To measure those gaps, Zeithaml, Parasuraman, and
Berry(1998) developed 22 item questionnaire called SERVQUAL. The Gaps Model and its
SERVQUAL instrument is probably the most frequently used approach to discuss and
measure service quality. The Gaps Model provides valuable insight into understanding
challenges of delivering quality service. (Fitzsimmons, 2000)

In India, service quality is a new concept for the service industries. As a result most of the
academic libraries in India are now implementing quality management for developing the
standard of services and to satisfy the demands of users.

Obje c t ive s of t he St udy

The aim of this study is to measure the impact of Information Technology (IT) on quality of
service as perceived by IIMT Library users, to determine how far the library has succeeded
in delivering such service to its users, and understand the status of IT supported resources,
facilities & services in IIMT Library. The objectives of this study are:

To determine the impact of IT on library services as perceived by the students and

staff of IIMT.
To access user expectation, perceptions of service quality and gaps in perceived
services quality in IIMT Library.
To know the status of use of IT in IIMT Library.
To make recommendations on how to improve the level of services quality.

I I M T Libra ry Ove rvie w

The Institute for International Management & Technology (IIMT) is a privately funded
institution of higher education located in Gurgaon in the National Capital Region (NCR
Delhi). Its long-term objective is to provide internationally recognized undergraduate and
postgraduate programmes of study in the professional area of hospitality and tourism
management, information technology and business management. The institute was
established in the year 2000 with the active support of corporations such as - The Carlson
Group - USA, the Edwardian Group - UK, and Unitech India. IIMT has established the two
schools 1.School of Hospitality and Tourism Management (SHTM) 2.School of Management
and Entrepreneurship (SOME). IIMT has total 25 dynamic faculty members on different
subjects. And total 600 hundred students are joined on both schools.

The state-of-art IIMT Library has equipped with multimedia facilities is a student’s delight. It
uses Libsys Software, which is an integrated multi-user library management system that
supports all the library activities. It is a lively place of the institute providing a safe,
comfortable and friendly environment that enables learning and advancement of knowledge,
and promotes discovery and scholarship. It has a rich collection of over 10,000 books, 200
video/audio cassettes and 1000 DVD/CD-ROMs on different subjects such as Business
Management, Hotel Management and Information Technology. It houses 200 national and
international journals. The IIMT Library provides the facility to all users to browse the library
collection through online catalogue-OPAC (Online Public Access Catalogue). It has also
providing facilities to access internet and online databases inside the library. IIMT Library
has connected with Wi Fi network. Total 10 computers are available inside the library for
student to access online databases. It has total 700 users both student, faculty. It is also
providing inter library loan, reference services, reprography services to library users. It is
subscribing various online databases in the field of Business Management, Hospitality
Management, Finance, Economics etc. It is also providing different user awareness
programmes for its user to familiarize and use of the various library resources & services
available for them.

M e t hodology
The research was carried out among the students and faculty members of the IIMT Library.
This research study is to measure the impact of Information Technology (IT) on quality of
service as perceived by IIMT Library users. The study has a total sample of 80 from 100
questionnaires issued, among them 75 students and 25 faculty members. The samples
were randomly selected from out of the regular users of IIMT library. The advantage of a
random sampling method is that the results can be analyzed faculty-wise and student-wise,
drawing certain conclusions from each category of respondents.

Both qualitative and quantitative data were collected. The instrument for data collection
consisted of structured (open/closed-ended) questions. The questionnaire was administered
to a sample of students and faculty members to collect data on their perceptions of quality
of service with application of IT at IIMT library.

Que st ionna ire

The present study used survey method to approach the respondents through questionnaire
as an instrument for data collection. The framework was developed using the variables
suggested by Parasuraman and his team (Parasuraman, 1988). SERVQUAL was used as
tool for data collection which developed by Parasuraman and his team . It consisted of
structured, open-ended and closed questions. The questionnaire consists of four parts such
as namely respondent’s demographic features, expectations, perceptions, overall ratings.
The first part consists of personal and demographic information of respondents. The second
and third part contains 29 questions each related to expectations and perceptions on
library. All the closed ended questions were designed to be responded to on a five point
Likert scale to measure both respondent satisfaction and perception of service quality. The
fourth part was contains variables to measure respondent’s overall satisfaction level, overall
rating of service quality, adequacy of print and electronic resources, IT based facilities and
services, and willingness to spread word of mouth recommendations among friends.

Da t a Colle c t ion, Ana lysis, a nd Findings

A total of 100 questionnaires was distributed among the students and faculty members of
Institute for International Management and Technology (IIMT). Questionnaire is consisted of
structured close-ended and open-ended questions. From 100 questionnaires, 80 responses
were received. This represents an effective response rate of around 80% of the total
sample. Statistical methods are used to give a general picture about the result of this study.
The data is analysed using SPSS software. Statistical tools like frequency distribution,
Compare means, factor analysis, GAP analysis were used to analysis the data. And some
responses are presented in graphically.

Da t a Ana lysis

The present study evaluates the status of technology and service quality at IIMT Library
from user perspectives. The primary data is obtained through print questionnaires. Total
received 80 completed responses from users of IIMT Library. This represents an effective
response rate of around 80% of the total sample.

De m ogra phic Cha ra c t e rist ic s of Re sponde nt s

Out of 100 questionnaires, 75 questionnaires were distributed among the students and 25
questionnaires distributed among faculty members. But received 60 responses from the
students (the rate of around 80%) out of the total 75 questionnaires. And received 20
responses from the faculty members (the rate around 80%) out of the total 25
questionnaires. The total sample includes 57.5% male and 42.5% female respondents.

Fre que nc y of Libra ry V isit a nd T im e Spe nt in Libra ry

As per the table-1, it is observed that 53.75% of the sample visits library daily and 30%
visit once in 2-3 days. Further, 11.25% users visit library once a week and 3.75% users
visit library fortnightly. Table-1 shows that 1.25% users visit library occasionally. The
statistical data (Table-1) has proved that maximum users daily visit the IIMT library.

The statistical table shows that 47.50% of respondents spend less than 1 hour and 28.75%
spend 1-2 hours in the library. It means a majority of sample spend less than 2 hours
during their visit library. And 15% respondents spend 2-3 hours in library. It indicates that,
in the age of Internet the library resources can be accessed even outside the library. Now
day’s maximum library resources are available in electronic media. Due to photocopying
and scanner facilities, it helps the users to making photocopy or scanning their required
materials without spending much time in the library.

Table 1: Frequency of Library Visit and Time Spent in Library

Frequency Total Nos. Percentage

Daily 43 53.75%

Once in 2-3 Days 24 30%

Library Visit Once in a Week 9 11.25%

Once in 15 Days 3 3.75%

Occasionally 1 1.25%

Less than 1 Hour 38 47.50%

1-2 Hours 23 28.75%

Time Spent in Library 2-3 Hours 12 15%

3-4 Hours 4 5%

4-5 Hours 2 2.50%

5hrs - Above 1 1.25%

U se r Ex pe c t a t ions

The user expectations are measured by asking the respondents to indicate the extent to
which specific items identified for the current research are important for a good library. The
rating are obtained through Likert Scale from “1” for least important to “5” for very important.
In Table 2, the individual features are arranged on descending order as per their mean
score indicates priorities in user expectations.

Table 2: Ranking of User Expectations

Standard
Sl.No. Items Mean
Deviation

28 Staff who understand the specific needs of users. 5.14 5.69

26 Provision of "Right Document the Very First Time" 5.06 6.82

25 Staff's sincere interest/willingness to help users 4.6 0.7

29 Knowledge/competence of staff to answer user's queries 4.58 0.63

4 Comprehensive Print Resources like Books, journals 4.55 0.76

12 Internet connectivity 4.5 0.8

Subscription to e-journals/full-text databases like EBSCO, IEEE,

14 4.5 0.8
PROQUESTetc...

3 Convenient library working hours 4.43 0.76

Subscription to statistical/bibliographical
13 4.4 0.8
databases like CMIE, Indiastat.com, Capitaline etc...

24 Ability to deliver the promised services in time 4.4 0.8

27 Staff who instill trust/confidence in users 4.5 0.6

2 Easy physical access for a good library 4.37 0.83

6 Proper arrangement of Print Resources in the library 4.34 0.84

11 Well maintained computer & equipment in the library 4.23 0.94

16 Easy-to-use library on-line catalogue (OPAC) 4.2 0.8

Library's ability to promise products/services to users by a certain time

23 4.2 0.8
(commitment)

15 Automated Library operations and services 4.19 0.89

1 Spacious & modern looking building for a good library 4.15 0.9

19 Provision for on-line reservations/renewals 4.13 1

22 Error free records in the library 4.11 0.99

17 Remote (LAN/campus-wide) Access to Library Resources 4.1 0.9

5 Good Collection of Electronic Resources like CDs/VCs/e-books. 4.05 0.95

18 Making library resources available through Website 4.01 1.03

Library's networking/collaboration with other

21 4 0.9
libraries for interlibrary lending

9 Scanners in the library 3.9 1

20 Speed of response for Queries via LAN/Internet 3.9 1

7 State-of-Art computers in the library 3.88 0.86

10 Electronic security/burglars in the library 3.8 1.2

8 Laser Printers in the library 3.6 1.1

Average of Expectations: 4.26 1.24

The overall average expectation score (4.26) indicates user’s high level expectations on
library resources and services. As per Table 2 some features are high expected (mean >
4.26) and some less expected (mean < 4.26).

U se r Pe rc e pt ion of Libra ry Se rvic e s

Perception means customer experiences or feelings about the product or services provided
by the specific organization. The user perceptions are measured through 29 statements.
The rating are obtained through Likert Scale from “1” for strongly disagree to “5” for strongly
agree. In Table 3, the individual features are arranged on descending order as per their
mean score.

Table 3: Ranking of User Perceptions

Standard
Sl.No. Items Mean
Deviation

25 Staff's sincere interest/willingness to help users 4.537 0.654

27 Staff who instill trust/confidence in users 4.425 0.655

29 Knowledge/competence of staff to answer user's queries 4.525 0.762

28 Staff who understand the specific needs of users. 4.512 0.693

3 Convenient library working hours 4.325 0.775

4 Comprehensive Print Resources like Books, journals 4.212 0.757

6 Proper arrangement of Print Resources in the library 4.212 0.937

12 Internet connectivity 4.212 1.259

 Subscription to e-journals/full-text databases like EBSCO, IEEE,
14 4.150 0.901
PROQUESTetc...

26 Provision of "Right Document the Very First Time" 4.150 0.797

2 Easy physical access for a good library 4.112 0.779

24 Ability to deliver the promised services on time 4.087 0.782

Library's ability to promise products/services to users by a certain time

23 4.062 0.717
(commitment)

1 Spacious & modern looking building for a good library 3.887 0.913

Subscription to statistical/bibliographical
13 3.850 1.126
databases like CMIE, Indiastat.com, Capitaline etc...

16 Easy-to-use library on-line catalogue (OPAC) 3.825 1.088

15 Automated Library operations and services 3.737 1.166

22 Error free records in the library 3.700 0.933

5 Good Collection of Electronic Resources like CDs/VCs/e-books. 3.500 1.180

11 Well maintained computer & equipment in the library 3.487 1.368

9 Scanners in the library 3.312 1.563

17 Remote (LAN/campus-wide) Access to Library Resources 3.025 1.550

8 Laser Printers in the library 2.975 1.630

20 Speed of response for Queries via LAN/Internet 2.962 1.570

7 State-of-Art computers in the library 2.900 1.327

19 Provision for on-line reservations/renewals 2.800 1.795

Library's networking/collaboration with other

21 2.800 1.656
libraries for interlibrary lending

10 Electronic security/burglars in the library 2.675 1.741

18 Making library resources available through Website 2.525 1.582

Average of Perceptions: 3.709 1.126

The respondent’s overall perception score (mean) is 3.709. This average perception scores
(mean) is below the expectation score (mean) 4.27. It indicates that low perceptions
towards IIMT Library services. As per Table 3, the maximum perceived items are better
(mean > 3.709). And few items are least perception scores (mean < 3.709).

Ga p be t w e e n U se r Pe rc e pt ions a nd Ex pe c t a t ion on Se rvic e Qua lit y

The service quality measured as difference between user perceptions and expectation on
library services. The magnitude of discrepancy indicates how well the facilities and services
provided in the library match with user expectation. According to Zeithaml, Parasuraman
and Berry(1999) “More negative the score, more the service quality shortfall in the eyes of
customer”. The Table 4 presents the mean gap scores for individual features in descending
order.

Table 4: Gap Between User Perceptions and Expectation On Service Quality

Expected Perceptions GAP

Sl.No. Items
Mean (E) Mean (P) (P-E)

18 Making library resources available through Website 4.01 2.525 -1.485

19 Provision for on-line reservations/renewals 4.13 2.800 -1.33

Library's networking/collaboration with other

21 4 2.800
libraries for interlibrary lending -1.2

10 Electronic security/burglars in the library 3.8 2.675 -1.125

Remote (LAN/campus-wide) Access to Library

17 4.1 3.025
Resources -1.075

7 State-of-Art computers in the library 3.88 2.900 -0.98

20 Speed of response for Queries via LAN/Internet 3.9 2.962 -0.938

26 Provision of "Right Document the Very First Time" 5.06 4.150 -0.91

11 Well maintained computer & equipment in the library 4.23 3.487 -0.743

28 Staff who understand the specific needs of users. 5.14 4.512 -0.628

8 Laser Printers in the library 3.6 2.975 -0.625

9 Scanners in the library 3.9 3.312 -0.588

Good Collection of Electronic Resources like CDs/VCs/e-

5 4.05 3.500
books. -0.55

Subscription to statistical/bibliographical
13 4.4 3.850
databases like CMIE, Indiastat.com, Capitaline etc... -0.55

15 Automated Library operations and services 4.19 3.737 -0.453

22 Error free records in the library 4.11 3.700 -0.41

16 Easy-to-use library on-line catalogue (OPAC) 4.2 3.825 -0.375

Subscription to e-journals/full-text databases like

14 4.5 4.150
EBSCO, IEEE, PROQUESTetc... -0.35

4 Comprehensive Print Resources like Books, journals 4.55 4.212 -0.338

24 Ability to deliver the promised services in time 4.4 4.087 -0.313

12 Internet connectivity 4.5 4.212 -0.288

1 Spacious & modern looking building for a good library 4.15 3.887 -0.263

2 Easy physical access for a good library 4.37 4.112 -0.258

Library's ability to promise products/services to users by

23 4.2 4.062
a certain time (commitment) -0.138

6 Proper arrangement of Print Resources in the library 4.34 4.212 -0.128

3 Convenient library working hours 4.43 4.325 -0.105

27 Staff who instill trust/confidence in users 4.5 4.425 -0.075

25 Staff's sincere interest/willingness to help users 4.6 4.537 -0.063

29 Knowledge/competence of staff to answer user's queries 4.58 4.525 -0.055

Average of Mean: 4.26 3.709 -0.563

Median 4.2 3.85 -0.453

The overall gap score (mean-0.563) below the median score (-0.453) indicate the shortfalls
in existing library resources and services against customer expectations. As per the Table
4, all features have experienced noticeable gaps, about 14 features experienced high gaps
(> -0.453) and 15 features experienced low gaps (< -0.453) by users inviting attention of
service providers. The features that experience high gaps are related to IT Supported
resources and facilities. It indicates that the library staffs will give more attention towards
least perceived items such as electronic resources and IT equipments & services.The high
gap features are indicated the need for immediate attention by library staff. And low gap
features are indicating to improvement and suggest for further development.

Ove ra ll Ra t ings of U se r Pe rc e pt ions on Libra ry Se rvic e s

User satisfaction or dissatisfaction arises during users encounter with the system. The
perception of service quality is depending upon overall satisfaction of the user. The current
research uses two approaches to assess the overall service quality of IIMT library from user
perspective. The first approach is to measure the service quality as the difference between
user perceptions and expectation. The second approach is the direct measure of overall
user satisfaction through a question. The respondent requested through a set of six
questions to indicate their overall satisfaction level, overall rating on print & electronic
resources and services, and word of mouth recommendation on a five point scale. The
response is graphically presented in Fig-1.

Fig.1: Overall Ratings of User Perceptions on Library

The total 71 (88.75%) respondents out of 80 are overall satisfied on library facilities and
services and 09 (11.25%) respondents not satisfied. As per the above figure 70 (87.50%)
respondents are judged good quality of services provided at IIMT library and 10 (12.50%)
respondents judged quality of service is very poor. And also 67 (83.75%) users are agreed
to spread good words about their library and 13 (16.25%) users not to be agreed to spread
good words about IIMT library. The following three features 1. Adequacy of print resources,
2. Electronic resources and 3. IT Services are approximately 60% users rated good and
adequate and 40% users rated very poor. As per the analysis, the library staff should give
more attention about these three features.

Disc ussion of Re sult s

In this study, the user expectations and their perceptions of quality of resources and
services in their library was measured by using SERVQUAL instrument. As per the data
analysis, it is observed that 53.75% of the sample visits library daily and 30% visit once in
2-3 days. Further, 11.25% users visit library once a week and 3.75% users visit library
fortnightly. Table 1 shows that 1.25% users visit library occasionally. Table 1 has proved
that maximum users daily visit the IIMT library. Due to high cost of the foreign text books
and journals, the maximum users are visiting the library regularly. The statistical table
shows that 47.50% of respondents spend less than 1 hour and 28.75% spend 1-2 hours in
the library. It means a majority of sample spend less than 2 hours during their visit library.
And 15% respondents spend 2-3 hours in library. It indicates that, in the age of Internet
the library resources can be accessed even outside the library. Now day’s maximum library
resources are available in electronic media. Users can easily access the library resources
through network and internet, which may not insist physical visit to the library.

U se r Ex pe c t a t ions

The user’s expectation level is high (mean 4.26 on 5-point scale) regarding library
resources, services and facilities. The high level could be due to enhanced awareness and
technology facilitation.

U se r Pe rc e pt ions

The respondent’s overall perception score (mean) is 3.709. This average perception scores
(mean) is below the expectation score (mean) 4.27. It indicates that low perceptions
towards IIMT Library services. It indicates that the library staffs will give more attention
towards least perceived items such as electronic resources and IT equipments & services.

As per Table 4, there exists gap between user expectation and perceptions. The negative
values indicate magnitude gap in user’s assessments. Though all the features experienced
considerable gaps, noticeable gaps are observed in half of the key features on services
quality inviting more attention from library staffs. The following features are high gaps such
as

Available library resources through website

Online renewal and reservation facilities, networking
Electronic security system
Remote access of library
Speed of Internet, latest computer facilities
Subscription of more statistical and article online databases.

IIMT library has only three online databases such as PROQUEST, INDIA STAT, &
CAPITALINE database. As per user perceptions, need to be purchase more online
databases for IIMT Library. And also to be providing latest computer facilities, increase the
bandwidth of internet in the library.

Conc lusion

Libraries are using information technology ito automate a wide range of administrative and
technical processes, build databases, networks, and provide better services to their users.
IT in libraries helps in performing operations and services efficiently. The application of IT
and accessibility of IT facilitate the free flow of information, creative expression, and
effective management. The current research has investigated the status of technology in
IIMT Library. The overall assessment of service quality and user satisfaction is moderate,
indicating wide scope for improvement. The following three features 1. Adequacy of print
resources, 2. Electronic resources and 3. IT Services were rated particularly low. As per the
analysis, the library staff should give more attention to these three features. Improving
performance requires paying attentions to the key features by which users access the
service quality and it involves commitment from management and library staff.

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