Libraries at University of Nebraska-Lincoln


Date of this Version



Published in Library Philosophy and Practice (2011) 13 p.


The purpose of this study was to determine the user's priority expectations and their perceptions of quality services of university libraries. Survey method was used to assess user's perceptions and expectations. A revised version of SERVQUAL was used to determine user's perceived and expected service levels along seven point Likert scale. A sample of 390 respondents was chosen and selected using stratified random sampling through proportional allocation. The collected data was analyzed using SPSS. The results of the study revealed that respondent's priority expectations are related to knowledgeable and competent staff, library staff’s ability to develop confidence in their users, convenient library timings, attractive physical appearance of library building and materials. On the other hand, respondents perceived only libraries' opening and closing timings high. This study is particularly significant for librarians and university administrators to assess user's perceptions and expectations of quality library services. They can improve library services according to user's expectations and review their service policies.