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Research Paper | Library Science | Sri Lanka | Volume 6 Issue 12, December 2017

Determinants of Academic Library Service Quality across Sri Lanka: A Marketing Perspective

K. R. N. Harshani | Zafar U. Ahmed | Ali Khatibi ^[4]

Abstract: Libraries as depository of knowledge have been the backbone of academic institutions since the dawn of civilization. They contribute immensely to the development and dissemination of new research, educational learning experience of their clients and by serving their community in numerous ways and means. The service quality of a library is affected by the user experiences and about their assessment of library environment, facilities and assess to wide range of information resources, databases, technological orientation, staff attitudes, size of collection and other related matters. Contemporary libraries need to change their products and services with the passage of time, advancement in technology and globalization of library environment (s). This research study attempts to develop a theoretical model to examine and assess consumer satisfaction within a library setting from a small island nation and emerging country (Sri Lanka) perspective.

Keywords: SERVQUAL, service quality, academic library, library marketing, customer, satisfaction, quality management, higher education, services marketing, library service, Sri Lanka

Edition: Volume 6 Issue 12, December 2017,

Pages: 325 - 329

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