Abstract:

A public library plays an important role as center of education, information and knowledge. As a result, a public library must serve the community’s good quality service in order to improve the user satisfaction in the library. To achieve a good quality of service therefore researcher attempt to measured the library services by using LibQUAL+ instrument in a public library, by reviewing research literature written by other researchers that could helps to seek evidence into this current study. According to Hernon and Whitman (2001) service quality is typically defined in term of gap analysis, or the gap between customers' expectations in general (for an ideal library and its services) and those perceptions relating to the particular library and its services. The primary focus on a library is its services. In other words of service quality is the gap between customer expectations towards services of public library in general and those perceptions of the services offered by a particular public library.