Libraries at University of Nebraska-Lincoln


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This review article compiles literature on library service quality assessment both nationally and internationally, and discusses user perceptions of library service quality in the higher education context, including why library service quality research is necessary, how customer satisfaction and library service quality are linked, and how service quality in higher education is measured using SERVQUAL, LibQUAL+, etc., The gap, according to the research, is primarily due to variances in expected and perceived service quality. While all of the great work can contribute to and be supplemented by an effective planning process, a closer look at the sources of variances might reveal the root causes. In addition, this study could help higher education libraries pinpoint which student segments they can target and then change the variables that worsen poor quality rankings.