Abstract
The purposes of this study were to determine the importance of criteria identified by Perasuraman, Zeithmal and Berry, which can be used to assess service quality in service organizations, and to determine the degree of satisfaction towards service quality in selected academic libraries in the universities of Sri Lanka. Careful inspection of tabulated data on the usefulness of determinants of service quality in academic library sector; eight determinants have been placed by the respondents as important criteria to be assessed service quality in academic libraries. As noted in the data on the degree of satisfaction, respondents those in the selected universities were satisfied with the determinants of reliability, courtesy, competence and tangible, and not satisfied with responsiveness, communication and access. This suggest that the librarians especially those in university libraries need to put more emphasis on service quality rather than just focusing on high quality tangible facilities.
| Keywords: | Service quality; Academic libraries; User satisfaction; Service marketing; Sri Lanka |
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