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Impact of Technology on Quality of Services

In Technical and Management Libraries In Karnataka.Sponsored by Dept. of Scientific and Industrial Research, Govt. of India, New Delhi, Under Technology Information Facilitation Programme Scheme.

Final Report- 2007By

Dr. Manjunatha KPrincipal Investigator

Dr. Rekha D PaiCo-Investigator

Dr. Saji K MathewProject Advisor

T.A. Pai Management InstituteManipal- 576 104, Karnataka.

T.A. Pai Management Institute

Manipal 576 104 Udupi Dist., Karnataka Phone: 0280-2571358, 2573162 Fax: 0820-2570622 Email: [email protected] Website: Director: Dr. Nagabrahmam, (Fellow IIMA),Phone: 0820-2570361 Fax: 0820-2570699 Email: [email protected]; [email protected] Project Team: Principal Investigator

Dr. Manjunatha KLibrarian T.A. Pai Management Institute Manipal 576 104 Phone: 0820-257355 1 Email: [email protected]


Project Advisor

Dr. Rekha D. PaiSr. Librarian Manipal Institute Technology Manipal - 576 104 Phone: 0820-2571201-Ex. 24451 Email: [email protected]

Dr. Saji K. MathewAsst. Professor T.A. Pai Management Institute Manipal 576 104 Phone: 0820-257 1358 Email: [email protected]


The research project report on Customer Satisfaction of Library Service Quality of Different Management Institute in Lucknow. It seems to me that the results could be implemented relatively easily by many of the technical and professional libraries in the country. In one sense, the report has acquired quality because of the team that has worked on it. All three of them are professionals in their respective fields and particularly the added value by the Project Advisor.

All in all, the work put in by team for this research project is commendable and hope that this report find its place for application and use. The interface of customer satisfaction, services rendered by Knowledge Centers and the impact of technology is quite evident and at the same tine interesting. The results amplify adequately the approach and the interface. I take this opportunity to commend the efforts of the team particularly the Principal investigator whose unbounded enthusiasm and active involvement made the difference. I wish to congratulate the entire team for this quality work and the report.

Dr. D. Nagabrahmam Director

A C K N O W L E D G E M E N TResearch is teamwork. So many have made this research possible and without their help this project would not have completed. I express my gratitude to the authorities of Department of Scientific and Industrial Re searchTechnology Information facilitation cell, Govt. of India, New Delhi for awarding this project to T.A. Pai Management, Manipal (TAPMI) with financial support to be carried out in Karnataka. This project would have been a distant possibility without the strong support of Prof. D. Nagabrahmam, Director of TAPMI who is also chairman of this project. I express my sincere thanks to him for his unwavering support and encouragement right from the initial stages of research. I thank Dr. Bino Paul (Asst. Professor, TAPMI) and Dr. Sreekumar Nair (Prof. & Head, Dept. of Statistics, Manipal University) who offered valuable suggestions and guidelines during research methodology and data analysis. I thank Prof. Vasudev Rao (Dean-Admn, TAPMI), fellow faculty members and staff who helped me in carrying out the research efficiently. I thank the esteemed members of Project Review committee: Smt. Sreedevi Ravindran, Scientist-G, DSIR; Sri. Varun Kumar, Scientist-F, DSIR; Sri. Chikkamallaiah, Librarian, Indian Institute of Management Bangalore; Sri. Muddu Moolya, Librarian, National Institute of Technology Karnataka, Surathkal; Dr. Shivanand Bhat, Librarian, Manipal Academy of Higher Education(Deemed University), Manipal; Sri. N.C. Karishetti, Librarian, Manipal Institute of Technology(MIT), Manipal(Currently Retired); Smt. Vidya Patwardhan, Librarian, Welcome Group Graduate School of Hotel Administration, Manipal for their active participation and valuable inputs for the smooth conduct of this project. I am indebted to project team members Dr. Saji Mathew-Project advisor (Asst. Professor, TAPMI); Dr. Rekha Pai- Co-investigator (Sr. Librarian, MIT, Manipal), Mr. Ramesh Kamath-Project associate (Documentation Officer, TAPMI) and Vasu Nayak, Muralidhara, Srinivas, Raghunath and other colleagues of TAPMI for their involvement and dedication throughout the project. My thanks are due to many professional colleagues in other reputed libraries for their suggestion and valuable inputs during Conceptualization, Questionnaire design and Pilot study. The cooperation and support of library professionals in Technical and standalone Management Institutes in Karnataka was exemplary for providing relevant data input on their library resources and services. I thank all the fellow librarians and their authorities for their whole-hearted support and cooperation in providing the data inputs. This study received priceless responses from users of Engineering and Management Institutes in Karnataka. I place on record my special appreciation to fellow librarians, faculty members and head of departments of respondent institutes who helped us greatly to contact cross section of library users for data collection. The study also received valuable responses for from users of IITs and IIMs for Online-Survey. Despite technical difficulties the users particularly from Karnataka have responded to online survey indicating their concern towards the development of the library. I express my gratitude to all the respondents who have gone through each statement carefully and provided accurate data to the questions. I am grateful to all others who helped for the smooth conduct of this project. I owe my gratitude to my wife, children who gave me moral support for this research. Dr. Manjunatha K Principal Project Investigator i

Table of ContentsChapters Foreword Acknowledgement Table of Contents Executive Summary Introduction 1.1 1.2 1.3 1.4 1.5 1.6 1.7 1.6 2 Background Current Technologies in Libraries Factors Affecting the Libraries Impact of Technology on Library Services Quality in Library and Information Services Need for the Study Objectives of the Study Significance of the Study/ Beneficiaries 10-29 i ii-iii iv 1-9 Page No.


Review of Literature 2.1 2.2 2.3 Technology in Libraries Service Quality and its Measurements Service Quality in Library and Information Services


Technical and Management Education in India 3.1 3.2 3.3 Technical and Management Education in India Technical and Management Education in Karnataka



Quality Standards in Technical/Management Education Research Methodology 4.1 4.2 4.3 4.4 4.5 Research Design Major Activities Performed During PHASE I Major Activities Performed During PHASE II Major Activities Performed During PHASE III Scope and Limitations of the study




Status of Technology in Tech./Mgt. Libraries in Karnataka 5.1 5.2 5.3 5.4 Rate of response from Libraries Information Resources in Libraries Technology-Based Facilities in Libraries


Library Budget, Communication and Staff 5.5 Library Building and Working Hours 5.6 Problems and Future Plans 5.7 Resources and Services IIT/IIM Libraries 5.8 Impact of Technology on Libraries-Librarians Perspective 6 Users Data Analysis: Customer Characteristics, Expectations and Perceptions of Service Quality 6.1 Customer Characteristics 6.2 6.3 6.4 6.5 7 Customer Expectations Customer Perceptions Customer Perceived Service Quality Overall Ratings of Satisfaction, Quality, Resources and Word of Mouth 105-120 66-104

Research Findings 7.1 Status of IT supported Resources and Services in Technical and Management Libraries in Karnataka 7.2 Customer Expectations, Perceptions and gaps in Perceptions of quality 7.3 Impact of Technology on Library services as Perceived by Librarians and Users. Conclusions and Recommendations 8.1 8.2 Conclusions Recommendations



References Appendix Appendix Appendix Appendix -1 -2 -3 -4 Questionnaire AICTE Norms Description of statistical tools used for data analysis List of colleges responded to this study

132-139 140-144 145-150 151-157 158-167 iii

Customer Satisfaction of Library Service Quality of Different Management InstituteE xecu ti ve S u mma r y The primary objective of this project report is to identity different management institute in lucknow The research project was carried out in three phases. The first phase was related to data collection on IT supported resources and services provided by the libraries of Technical and Management Institutes in Karnataka. Of 153 libraries, the study received 116 responses resulting in 75.8% of response rate. In the second phase, data related to customer expectations and perceptions of services provided in their institute library were obtained from a cross section of users of select Technical/Management libraries in Karnataka. It also received 1697 responses from a cross section of users community (faculty, research scholars and postgraduates) in select technical and management libraries. An attempt has been made to obtain library data from IIT/IIM websites and to obtain customers perceptions of quality of library services from a cross section of users for the purpose of benchmarking. The study also obtained 703 responses from users of IIT/IIM libraries through web-based survey. The third phase involved analysis, interpretation and presentation of major findings of the study. The results of the study show that there is wide gap in resources and services provided by respondent libraries in Karnataka as compared to the same available in IIT/IIM libraries. It also observed a gap in

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