TQM vis-à-vis USER SATISFACTION IN ACADEMIC LIBRARY A CASE STUDY

Abstract

Today every institution of higher learning in the country has a library and it covers almost the whole field of knowledge according to the requirement of its users for the benefits of its users. The image of the academic library, however, does not depend on mere existence of a library, its building and its architectural elegance. Rather it depends on the extent to which it attains its objectives. One of the foremost objectives of an academic library is to provide quality library services to its users to ensure user satisfaction. TQM is a management approach to facilitate user satisfaction in an academic library. The present paper describes user satisfaction (one of the different approaches of TQM) using different parameters(as per SERVQUAL Model) to measure user satisfaction out of using library services on the basis of a user survey on the users of B.C.Roy Memorial Library in IIM Calcutta.