Measuring Service Quality of Dhaka University Library: A Gap Analysis

The present research aims to measure the service quality of Dhaka University Library (DUL). To do this questionnaire was designed on quality assessment tools using SERVQUAL and some modifications were done to make sure its tally to university library setting purposely. Five service quality categories were included in the questionnaire. The methodology included both quantitative and qualitative approaches. ISLM students' opinions were undertaken in questionnaire to gather information on library collections, performance and quality of the services. The results of the study showed that DUL services are lagging far behind than what is expected by its users. The result of the zone of tolerance showed that almost all the items of service quality are not within the range of tolerance zone and the result indicates that Dhaka University Library (DUL) services do not meet the users' expectations at any service level. The results also yielded some implications for DUL in Bangladesh, including how their service quality could be improved.