Qual Quant (2013) 47:1093–1103 DOI 10.1007/s11135-011-9587-x Development of a service quality model for academic libraries Muhammad Usman Awan · Khalid Mahmood Published online: 6 September 2011 © Springer Science+Business Media B.V. 2011 Abstract The purpose of this research is to develop a model for the measurement of library service quality. 1629 students studying in different universities and degree awarding insti- tutions responded to a survey. Confirmatory factor analysis developed a valid and reliable service quality measurement scale with 6 dimensions and 30 items. This research contributes to the measurement of service quality by developing a valid and reliable measurement scale in a previously neglected population. The model developed in this research can be used by librarians to measure, control and improve the service quality provided to students. This research also provides a framework for researchers to develop further library service quality scale development studies so that more concrete generalizations can be made. Keywords Pakistan · Service quality · Measurement scale · Libraries 1 Introduction Libraries connect customers to what they need. A good library service enables customers to use the library resources effectively. Libraries must know the requirements and expecta- tions of their customers. A strategic focus on customer service acts as an effective tool in helping libraries to serve customers (Miao and Bassham 2007) as better service quality is a differentiating factor. Service quality’s theoretical and practical link to customer satisfaction has turned it into a core marketing instrument (Venetis and Ghauri 2004). Curiosity over the measurement of service quality is therefore high. Researchers have devoted a great deal of attention to service quality research (Abdullah 2006). However because of the lack of clarity over identifying the customer’s viewpoint on critical aspects of service quality, efforts in providing customer satisfaction have failed to a great extent (Nejati and Nejati 2008). M. U. Awan (B ) Institute of Quality & Technology Management, University of the Punjab, Lahore, Pakistan e-mail: usman.iqtm@pu.edu.pk K. Mahmood Department of Library and Information Science, University of the Punjab, Lahore, Pakistan 123