SER-QUAL To Lib-QUAL: Is the Difference Provides NewHorizons of Customer’s Satisfaction

Abstract

There are several studies that are conducted to highlight the understanding factors responsible for higher (tertiary level) education. However, very few of these studies are focused on the impact of library services although the importance of these services cannot be ignored. Similar points are reflected through literature as well as through standards of quality education. However, the relationship of libraries with the level of quality education provided by tertiary level institutions in Asia as well as in Pakistan is relatively under-explored. These lacking became much more severe when it is related to the state-owned universities and therefore the study has been conducted purposely to investigate the role of libraries at tertiary level organizations in Karachi on the quality of education. SMART-PLS has been incorporated to balance the criterion linked with theory building and generalization which indicated that SER-QUAL model with bit of modification is highly correlated with perceived level of customer’s satisfaction in government sector universities.