Listening to users: insights from a LibQUAL+® assessment of library services in central universities

Purpose This study aims to evaluate the quality of library services in five Central Universities in Delhi, India, using the standardized LibQUAL+® framework. Design/methodology/approach A structured survey was administered to 832 undergraduate students (39.1%), postgraduate students (34.9%), research scholars (18.0%) and faculty members (8.0%) to assess three core dimensions of service: affect of service (AS), information control (IC) and library as place (LP). Findings Quantitative analysis revealed that perceived service consistently exceeded minimum expectations, with positive service adequacy gaps (SAGs) across all 22 items, most notably in AS items such as “staff courtesy” (M = 7.85; SAG = +1.30). However, service superiority gaps (SSGs), the difference between perceived and desired service levels, were uniformly negative, with the most significant shortfalls in digital access items such as “electronic access from home” (SSG = −1.05) and “availability of required materials” (SSG = −0.82). While no statistically significant gender differences were observed (p > 0.05), faculty and research scholars reported the highest expectations, particularly in the information control dimension. Practical implications Findings highlight the need for targeted investment in digital infrastructure, remote access tools and personalized academic support to bridge the gap between current performance and ideal user expectations. By improving access and tailoring services for advanced academic users, central university libraries can strengthen research productivity, enhance teaching effectiveness and promote equitable access to knowledge in the Indian higher education system. Originality/value Unlike previous Association of Research Libraries-administered LibQUAL+® surveys, this study was conducted independently. It offers one of the first multi-institutional assessments of service quality across central universities in Delhi.