The National Assessment and Accreditation Council (NAAC) has been established in India for ensuring quality and excellence in higher education and has developed a set of objective indicators for the library, as it is the fulcrum of support for the community of academic and research pursuits. This resulted in a general consensus for rising demands of evaluation and accountability of academic and
research libraries to develop performance evaluation and measure service quality and thereby build a culture of quality. Advancements in information and communication technology, transforming the world into the global village, contributed significant scope for development of electronic information resources and Internet resources in the library for continuous quality improvement. Library and information centers need to map the information needs of the customers into quality information services by making use of various information technology-based information retrieval tools. The quality gurus especially Parasuraman, Barry, and Zeithaml have developed the SERVQUAL to measure the quality dimension in the academic and research environment
