Performance Measurement of Quality Services in Management Institutions of Bangalore

Abstract

The SERVQUAL scale was developed based on a marketing perspective with the support of the Marketing Science Institute with a purpose was to provide an instrument for measuring service quality that would apply across a broad range of services with minor modifications in the scale. SERVQUAL provides a foundation for a growing body of research that pertains to the creation of quality among service industries. The study evaluates the applicability of alternative measures of service quality in a developing economy based on the analysis of data gathered from users and library staff. . The research study aims to go deeper into the realm of Quality Assessment and Use Techniques with a sincere effort to assess the performance of management libraries in rendering their quality services to the users both from librarians and users perceptions. The quality dimensions viz., Reliability, Responsiveness, Assurance, Access, Communication, Tangibles, Empathy and Security have been applied to management institute libraries and the results indicated that the service quality dimensions of reliability, responsiveness, assurance, access, communication and tangibles are found to be average satisfactory based on the scale techniques.