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Perception of Library Users towards Total Quality Management: A Study

Ashok Kumar Upadhyay, Rinku Raghuvanshi, Neetu Singh Raghav


Total quality management (TQM) has already grown in industrial organizations but nowadays TQM is applied in almost all fields including education. The purpose of this study is to measure the total quality management perceptions of the Central Library users, University of Delhi. As they relate to quality service and to determine how far the Central Library, University of Delhi has succeeded in delivering such service to its users. A well-structured questionnaire was administered among the users of Central Library, University of Delhi to collect the necessary data regarding the measure total quality management. The present study consists only measuring total quality management of central Library of University of Delhi and the geographical area is restricted to the only Delhi University. The study reveals that the central Library of University of Delhi is not lacking in quality of service It is observed that in the D.U central library, 81% respondents are satisfied with library service quality. There are a number of studies on the utilization of library resources and services, but this is the original study done on Central Library, Delhi University. As such, it should pave the way for Measuring Service Quality in Central Library, Delhi University as well as elsewhere.

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