The Service Quality and User Satisfaction in Sri Lankan Academic Libraries: Literature Review

Abstract

It is beyond controversy that the libraries are for the benefit of the readers. The objective of a library is to producebetter citizens, happier people and finally a better society. Libraries furnish information on all subjects, provide the means of self-education in order to help people to participate intelligently in society and give an opportunity of reading for pleasure as well as educational purposes. In the event we were to look back to hundred years, we would find these ideas quite unknown to that age, but in the modern age, library is an essential part of the educational resources. It has grown with the schools, colleges, and universities and shares with them the onerous responsibility for helping to maintain and to promote heritage, freedom and opportunity. A study of world history and civilization has evidence to prove that libraries in some form or other existed in all ages as a part of social fabric. Libraries can be classified into live groups. Firstly, there are national libraries, the main purpose of which is to collect and preserve books and other printed matter. Secondly, there are special libraries which deal with specific subjects for the benefit of special readers. Libraries of industries, firms, Government research organization and professional bodies come under this segment. Thirdly, there are public libraries which aim at providing reading materials for the community. Fourthly, there are private libraries which are owned and looked after by intellectuals. Finally, there are academic libraries for universities. Academic libraries are for research and educational needs of the students. Books and printed matters have a great place in life. They are our reliable and abiding companions in the pilgrimage of life. They give us both light and delight. The purpose of this paper is to investigate to explore the literature of service quality and user satisfaction of the academic libraries. It reviewed the knowledge contributions of previous studies in the area of Service quality and user satisfaction. The endeavour was to examine the extent of the knowledge contribution on this study.