PROVIDING ACADEMIC LIBRARY SERVICES IN AN ENVIRONMENT WHERE FACULTY AR
ABSTRACT
The current study examines the impact of information technology (IT) on service quality as perceived by IIMT library users, as well as the status of IT-supported resources, facilities, and services in the IIMT Library. The study was conducted with the help of IIMT students and faculty. The study found gaps in customers’ perceptions of the quality of library resources and services in comparison to their expectations.
The study identifies some characteristics that may influence customer expectations and perceptions of service quality. This study may be useful to libraries that are serious about increasing user satisfaction by providing better service to their customers. It also makes some recommendations for improving user satisfaction in library services through the use of information technology.
INTRODUCTION
The current study examines the impact of information technology (IT) on service quality as perceived by IIMT library users, as well as the status of IT-supported resources, facilities, and services in the IIMT Library. The study was conducted with the help of IIMT students and faculty. The study found gaps in customers’ perceptions of the quality of library resources and services in comparison to their expectations.
The study identifies some characteristics that may influence customer expectations and perceptions of service quality. This study may be useful to libraries that are serious about increasing user satisfaction by providing better service to their customers.
It also makes some suggestions for improving user satisfaction in library services through the use of IT Information Technology, Quality management, Service quality, Academic Libraries, Information Resources, Electronic Information Resources, Computer Network Resources, Library Information Networks.
Information technology has had a significant impact on the advancement and development of human civilization. Science and technology advancements have made a tremendous improvement and have changed all aspects of modern society.
The revolution in information technology has greatly increased the demand for, consumption of, and importance of information in today’s society. Librarians face difficulties in managing massive amounts of information for storage, processing, retrieval, and dissemination in libraries (Ramana, 2004).
Rapid advances in information technology over the last two decades have resulted in revolutionary changes in the concept, organization, operation, and management of library and information systems all over the world. Modern technology has greatly improved our ability to effectively manage the explosive growth of information.
Today’s information technologies are distinguished by their rapid development and increasing complexity. The application of information technology in the library and information field has made remarkable progress around the world.
Information technology influences not only the technical services provided by libraries, but also the library services provided to the general public. Worldwide libraries have been researching new technologies in order to provide their users with better and faster access to vast information resources as well as efficient information services.
Information technology has provided better solutions to achieve higher levels of efficiency, productivity, and excellence in library services (Cholin, 2005).
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PROVIDING ACADEMIC LIBRARY SERVICES IN AN ENVIRONMENT WHERE FACULTY AR
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