The purpose of this paper is to assess the expectation and perception of the users of a library of reputed special academic institute in India on quality of library services. The paper is an effort to identify a service gap within five SERVQUAL dimensions rated by the library users.,The study was conducted through a survey methodology. The survey was implemented through a questionnaire based on five SERVQUAL dimensions. The data were collected by using 22 attributes of SERVQUAL for user expectations and perceptions of special academic institute library, and the gap score between expectation and perception of users was calculated. Based on the expectation mean score and gap score of each attributes, the researchers have identified the service shortfall in five SERVQUAL dimensions.,The result of the study indicates that there is an overall service quality (SQ) gap in services provided by institute library. However, the library is providing relatively satisfactory services to the faculty, but it needs to enhance up to the expectation level of its services to their registered participants. From the study, the average expectation score is very high and it indicates that users expect more from the institute library, particularly in Reliability and Tangibles dimensions. Out of the total 22 SERVQUAL attributes, the result reflects that 10 SERVQUAL attributes have high expectation and high service gap.,This paper will assist libraries to improve their library services, particularly in special academic training libraries. Determining SQ has been originated from marketing discipline that has progressively shown its value in the discipline of library and information science profession. This study contributes to the emergent body associated with SQ measures in libraries. Expectation-service gap chart and expectation-service gap grid are the major contribution and rarely found in SERVQUAL literature.

中文翻译：

---

追求品质

本文的目的是评估印度知名专门学术机构的图书馆用户对图书馆服务质量的期望和看法。本文旨在确定图书馆用户在五个SERVQUAL维度内的服务差距。该研究是通过调查方法进行的。该调查是通过基于SERVQUAL五个维度的问卷进行的。通过使用SERVQUAL的22个属性收集数据，以达到用户对特殊院校图书馆的期望和感知，并计算用户的期望与感知之间的差距。根据每个属性的预期平均得分和差距得分，研究人员确定了SERVQUAL五个维度的服务短缺。研究结果表明，机构图书馆提供的服务存在总体服务质量（SQ）差距。但是，图书馆为教职员工提供了相对令人满意的服务，但是它需要提高对注册参与者的服务期望水平。根据研究，平均期望得分非常高，这表明用户对机构图书馆的期望更高，尤其是在可靠性和有形资产方面。在22个SERVQUAL属性中，有10个SERVQUAL属性具有很高的期望和较高的服务差距。本文将帮助图书馆改善其图书馆服务，特别是在特殊学术训练图书馆中。确定SQ源自市场营销学科，该学科在图书馆和信息科学专业学科中逐渐显示出其价值。这项研究有助于与图书馆中的SQ措施相关的新兴机构。期望服务差距图和期望服务差距网格是主要贡献，在SERVQUAL文献中很少见。