Libraries at University of Nebraska-Lincoln



The purpose of this study is to design a user-centered process improvement for academic libraries. The study proposes a theoretical framework to continuously improve the existing library service processes thus improving user satisfaction, loyalty and retention. The paper is based on a review of literature collected through the secondary sources such as books, research reports and journal articles. This paper attempts to gather and review the literatures on relevant topics and give a theoretical analysis as we try to draw up a conceptual foundation of user-centered process improvement methods and techniques for academic libraries. The proposed framework may provide librarians understanding about what their users’ needs and wants, identifying how they can best meet these needs, let them to know how to ensure quality across the library functions, strengthen users’ satisfaction and loyalty, and thus achieving the library’s goal.