Enhancing the Assessment of Service Quality in Libraries Across Maharashtra: An Empirical Investigation Using a Multidimensional Conceptual Framework
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Abstract
This study empirically investigates the assessment of service quality in libraries across Maharashtra using a researcher-developed multidimensional conceptual framework grounded in the study's own literature review rather than a pre-existing standardised instrument. The framework treats eight independent variables — physical infrastructure, adequacy of library collections, accessibility of digital resources, ICT facilities and automation, staff competence and behaviour, service responsiveness, accessibility and convenience, and institutional support mechanisms — as core determinants of the dependent variable, user satisfaction or perceived overall service quality. Mediating variables including frequency of library use, digital literacy, institutional type, and geographic location are also incorporated. A quantitative survey design was adopted with a structured questionnaire administered to 350 library users drawn from academic, public, and special libraries located across urban, semi-urban, and rural settings in Maharashtra. Descriptive statistics, one-way ANOVA, and multiple regression analysis were employed. Results indicate that staff competence and adequacy of collections received the highest perception scores, while ICT facilities and digital resource accessibility received the lowest scores. Multiple regression analysis confirmed that all eight independent variables significantly predict user satisfaction, collectively explaining 69.3% of variance (R² = 0.693). ICT facilities and digital resource accessibility emerged as the strongest predictors. Significant location-based disparities were identified through ANOVA, with rural library users reporting substantially lower satisfaction across all dimensions. The study recommends targeted investment in digital infrastructure, ICT modernisation, and geographic equity in library service planning across Maharashtra.
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