Contents: Preface. 1. Introduction. 2. Marketing of library and information products and services. 3. Quality concepts in libraries. 4. Total quality management. 5. Quality standards and libraries. 6. Service quality. 7. Library evaluation and performance measurement. 8. Methods for collection of data. 9. Methods for analysis of data. 10. SERVQUAL, a scale for measuring service quality. 11. LibQUAL, an instrument for measuring library quality. 12. Library quality; a review. 13. Quality of libraries; case studies. Bibliography. Index.

"The libraries have transformed drastically from the storehouses of books to the powerhouses of knowledge and information since the middle of 20 century. The information and communication technology, which is responsible for this revolution has drastically changed the organization, management and functioning of modern libraries. The very existence of library is fully dependent on the satisfaction of users. Therefore, libraries are now more concerned about the library customers, their satisfaction, the quality of libraries and information products and services and their proper marketing.

A user is satisfied when the library is able to rise to his/her expectations or meet the actual needs. The library and information professionals have to properly understand the customers, what they want, how they want it and when they want the documents or information from a library. So the library has to consider the individuality of the customers, responsiveness of staff and the relationship of the customer with the library very seriously as it effects the quality of library products and services heavily.

Every library exists to satisfy the needs of the customers and aims to achieve hundred percent customer satisfaction, however, they may be some discrepancy between what libraries provide and what the customers actually need. This mismatch results from the failure of the library to meet customer needs and from the unrealistic expectations of customers. Therefore, it is necessary to have some system through which the customer needs are heard and these must be used to improve the quality of the libraries.

There are several methods or tools or techniques to measure, control and improve the quality of a library. The quality can be perceived from the organizational level or user level or both, but the perceptions of the library users is most important as the quality of a library has been defined as the gap between the expectations and perceptions of users about the library.

The main objective of writing this book is to make the practicing librarians acquainted with the various methods of measuring the quality of libraries. This book will also be useful to researchers, students and faculties of library and information science." (jacket)