Service Quality of Special Libraries in Kerala, India.

This study evaluates the service quality of special libraries in Kerala, India. A modified SERVQUAL questionnaire was used to collect data from a sample of 800 library users. The analysis revealed that the service quality of the libraries is not up to the expectations of their users. The users have high expectations but they perceived low. The libraries have to update their resources and services regularly in order to meet the changing needs of their users. Proper user orientation programs need to be conducted. The study results suggest the elements to be improved for enhancing the service quality of special libraries in India. [ABSTRACT FROM AUTHOR]