Use of libqual+® technique to measure the expectations and perception among the patrons of NKC library: A case study

Abstract

The paper discovers and analyses the users’ expectations and perception about the library and its services. The case study on the Library of Nagindas Khandwala College, Mumbai and its users has been made. The LibQUAL+® technique has been applied to reach the objectives of the study. The study helps the above said library in understanding the users’ expectations and perception about its services, thus giving an opportunity to bring necessary changes. The paper may also help the fellow library professions to undertake similar survey in their libraries to bridge the gap between their users’ expectations and perception. The results of the study show that there is a gap in patrons’ perception of quality of library services against their expectations.