A Review on Enhancing the Assessment of Service Quality in Libraries Across Maharashtra
Keywords:
service quality, library assessment, Maharashtra, LibQUAL+, SERVQUAL, user satisfaction, academic libraries, public librariesAbstract
Library service quality assessment has emerged as a critical dimension of library management in India, particularly in Maharashtra, a state with a rich tradition of public and academic libraries. This review examines existing literature on frameworks, tools, and methodologies employed to assess and enhance service quality in Maharashtra libraries from 2014 to 2022. Drawing on twenty peer-reviewed studies and reports, the paper synthesizes key findings related to user satisfaction, digital service integration, staff competency, collection management, and infrastructure development. The review highlights significant gaps between user expectations and actual service delivery in both urban and rural library settings. It identifies LibQUAL+ and SERVQUAL as the most widely adopted instruments, while noting the growing relevance of digital performance metrics in the post-COVID era. The paper concludes with recommendations for standardized assessment frameworks suited to the Maharashtra library context and calls for policy-level interventions to strengthen library service culture.
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