Service Quality and Customer Satisfaction

The world over, people have developed into an enigma of wanting the best. No matter how basic the service is or the product, despite there being monopoly, this quest has seen every service provider fight to offer the best of the service. This is based on the realization as Gronroos (1990) points the increase in productivity has been greatly influenced over the years by external factors like customer satisfaction. This has been the advantage of capitalism. Service providers have realized that offering a service is not good enough. The world over, there is stiff competition for people to achieve the niche of the market, and where product quality is almost at par, there can be only one way to win the upper-hand; offering excellent customer care service to the clients. To this end one has to ensure that the service quality and customer satisfaction is above reproach to win that niche. This paper will evaluate how this has been important in the library services and how the same can be improved.

Academic libraries are currently facing their greatest challenge since the inception of tertiary education as well as academic publishing, which saw root after World War II. The global digital revolution has been affecting both the traditional forms of the creation, organization, and dissemination of knowledge, and the world of tertiary education itself. The alliance of business and universities to create a new model of tertiary education, and the advent of the computer-generated university, supported by the virtual library, generates a lot of queries into our previous suppositions in reference to the role of the academic library as their security in the future. Their only solute lies in retaining as well as growing their current customer base...

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