Service Quality and Customer Satisfaction of the GPERI Library Users: An Analytical Study

Strengths, Weaknesses, Opportunities, and Threats (SWOT) analysis is one of the most widely used tools for strategic planning of any organization. It helps them to gain a better insight into their internal and external environment when making strategic plans and decisions. One of the best ways to use SWOT is to identify customer perception and their satisfaction towards the services and products they purchases. Companies and production houses are mostly practicing SWOT analysis however in today’s age of competition, academic institutions and libraries are also optimizing such management concepts. The present research emphasizes on customer satisfaction of the literary users including the staff/faculty and students of Gujarat Power Engineering and Research Institute. The study also describes the evaluation of users’ determination on the library collection, services, infrastructure, staff behavior and online tools.