VISUALIZING THE GAP BETWEEN PERCEPTIONS AND EXPECTATIONS OF ARCHITECTURE STUDENTS’ ON LIBRARY SERVICES IN THE UNIVERSITIES OF HARYANA: A MODIFIED SERVQUAL MODEL

Abstract

The objective of this research paper is to visualize Architecture students’ perceptions and expectations towards quality of library services delivered by the universities of Haryana. Using a modified SERVQUAL Model to identify perceived quality of library services and level of Architecture students’ satisfaction grounded on five dimensions: Tangible, Reliability, Responsiveness, Assurance, and Empathy. The study conducted on five university libraries of Haryana having the students from both Bachelor of Architecture and Master of Architecture. The finding of the study illustrated that none of the service quality dimensions met the users’ expectations. Significant differences in quality of library services were identified on each dimensions. This study will guide the authorities of university libraries for efficient resource allocation and enhance quality library services to meet the users’ expectations in future.