Customer service performance of a public university library in Bangladesh

Abstract

The study aims to identify the users’ perceptions regarding customer service performance of Dhaka University Library. Questionnaire based survey was done to collect respondents’ demographic information and their responses to items were based on 7-point Likert-type scale. The findings reveal that users are somewhat satisfied with the ‘physical setup’ only, and dissatisfied with the other dimensions. The study suggests customer service personnel of Dhaka University Library need to give personal attention to users’ queries, accepting and redressing user complaints and communicate with the users about library services.