University library administrators in Sri Lanka have begun to search for alternative ways to satisfy their clientele on the basis of service quality. This article aims at providing a theoretical model to facilitate the identification of service quality attributes and domains that may be used to predict customer satisfaction from a service quality perspective. The effectiveness of existing service quality models such as LibQUAL, SERVQUAL and SERVPREF have been questioned. In that regard, this study developed a theoretical model for academic libraries in Sri Lanka based on the disconfirmation and performance-only paradigms. These perspectives were considered by researchers to be the core mechanism to develop service quality/customer satisfaction models. The attributes and domain identification of service quality was carried out with a stratified sample of 263 participants selected from postgraduate and undergraduate students and academic staff members from the faculties of Arts in four universities in Sri Lanka. The study established that responsiveness, supportiveness, building environment, collection and access, furniture and facilities, technology, Web services and service delivery were quality domains which can be used to predict customer satisfaction. The theoretical model is unique in its domain structure compared to the existing models. The model needs to be statistically tested to make it valid and parsimonious

Continuous improvement of customer (user) service is essential to successful development of business in today's highly competitive, dynamic and complex business environment. There is no exception from it for philanthropic areas including libraries. Thus, this paper reviews the existing literature related to customer satisfaction in relation to service quality to identify the research issues and implications to establish further research avenues in the field. The study revealed that there is a consensus among service marketing researchers on the causal sequence/order of the concepts of customer satisfaction and service quality. Through conceptual improvement and empirical findings of past studies, most researchers have concurred on the fact that quality judgments cause satisfaction, leading to the finding on service quality being the antecedent of customer satisfaction. The formation of satisfaction in relation to service quality is generally based upon some significant theories identified in the literature and it recognised two dominant theoretical paradigms, disconfirmation and performance-only, which can be duly used for modelling customer satisfaction through the service quality perspective in organisations, enabling them to perform possible customer-led service quality evaluations. Secondly, the review more closely examined the potentiality of the prevalent service quality and customer satisfaction models which have been applied in the field of library and information services, such as SERVQUAL, SERVPREF and LibQUAL, understand the customer satisfaction process in the context of service quality. These models were, however, not adequately qualified to confirm their strong applicability for the modelling of the satisfaction process in libraries. Finally, the review concluded with fourteen research issues and their implications relating to library services in demonstrating the void of the prevailing body of knowledge, for new research avenues.----------------------------

This paper reviews the prevailing literature on Knowledge Management in banking industries. The purpose of KM is to value to information resides in organizations resulting value addition to their tasks and ultimately to approach competitive advantage. Most common KM applications identified in the banking industries are risk management. Customer Relationship

Access to fresh international research is a prerequisite for meaningful research endeavor. With the objective of providing online scholarly information, the e-Information service was established in 2003 and it was quickly became the hart of the library services and a catalyst for change and collaboration. The e-Information service of the University of Colombo's leading edge resource based teaching and learning facility, provides a collaborative interdisciplinary environment where campus wide access is granted. Identification of CSFs and degree of user satisfaction towards the e-Information service were the objectives of this study. The method of collecting data was informal discussions with 10 postgraduate students, 05 undergraduate students and 8 lecturers who were familiar with using e-resources and where comfortable using IT in FGS, Education, Arts and Science faculties. Physical observations in e-Resource centers were also made. The data collection was preliminary focused on four key areas namely Infrastructure, Support, Resources and Patrons. Conducting e-Information Literacy Development Programmes, enhancing resource sharing activities, strengthening einformation acquisition and delivery procedures were important suggestions.

This study aimed at establishing service quality determinants which may affect customer satisfaction in university libraries in Sri Lanka. Using the literature, 113 service quality determinants were identified. These were then reviewed by eight focus groups in four different universities. Forty of the determinants were perceived to be applicable to their context. The participants also added 14 quality requirements which they thought were not provided for in the list. Finally, the content and face validity of the 54 determinants were evaluated by a panel of experts who ultimately reduced them to 50. This study recommends the use of the identified quality determinants by library administrators and policymakers in the higher education sector in Sri Lanka to gauge the levels of customer satisfaction and assure quality of service