CSIR-National Institute of Science Communication and Policy Research (NIScPR)
Doi
Abstract
269-276The main purpose of this study was to measure the strengths and weaknesses of library services using Importance-
Performance Matrix Analysis (IPMA). It also intends to identify the critical areas of the library within the three dimensions
of LibQUAL+® based on student feedback. Data were collected from students at a private engineering institute in India,
using a structured questionnaire to achieve these objectives. Respondents rated the importance and performance of library
services on the three dimensions of LibQUAL+®: affect of service (AOS), information control (IC), and library as a place
(LP) on a 7-point Likert scale. Analysis was carried out using IPMA to identify the strengths and weaknesses of the library
services. The findings suggest that LP was the most essential and well-performing dimension in the library context. IC is the
most important, but poorly performing dimension. Therefore, strategies are recommended to ensure the effectiveness of the
service. The findings of this study would help library administrators, and policymakers formulate appropriate fund
allocation/reallocation based on user requirements. The integration of IPMA and LibQUAL+® in measuring library service
quality is a significant contribution of this study to LibQUAL+® literature