Customer expectations: Concepts and reality for academic library services

Abstract

As academic libraries continue to evolve as service organizations, they should focus on their users as customers and develop programs of service that meet or exceed user expectations. The overriding goal will become customer satisfaction. This article deals with the elements that determine expectations as well as the existing gaps that relate to customer expectations and service performance. Possible strategies for narrowing these gaps include enhanced communication between the library and its customers and improved management.