International Journal of Research and Innovation in Social Science (IJRISS) |Volume V, Issue V, May 2021|ISSN 2454-6186 www.rsisinternational.org Page 538 International Students Assesment of Service Quality In Academic Libraries Baffour Gyau Emmanuel, Jing Liu Institute of Science and Technology Information, Jiangsu University, China Abstract: Service quality assessment is a key and significant issue in library management since it gives criticism to libraries to enhance on services delivery to their users. This study presents LibQUAL+ TM tool and SERVQUAL gap analysis by measuring the perception and expectation of the quality services provided by academic libraries from the point of view and experiences of international students in Jiangsu University. The 22-item LibQUAL+ TM instrument, measuring the three service dimensions of Affect of Service, Information Control and Library as Place, was administered to the international students, with 201 respondents based on simple random sampling. The researchers used analysis method like descriptive statistics, reliability analysis and exploratory factor analysis. The study revealed that international students who are users of the Jiangsu University Library have high expectations of service quality at Jiangsu University Library whiles perception of services delivered by Jiangsu University Library was a mixture of both low and high across the three dimension of service quality based on the LibQUAL+ TM instrument. In addition, the results show that there is negative gap for Affect of Serve (-0.62) and Information Control (-0.54) dimension and a positive gap for Library as Place (0.07) service dimension. Even though, the library has high perception for one of the dimensions, the overall level of service quality (-0.44) is low and negative. This study therefore fills in as a guide for various libraries to utilize while leading service quality appraisal for their users and furthermore makes recommendation for libraries to consider in the provision of services for their users particularly international students. Keywords: Service quality, LibQUAL+ TM , library services, international students, expectation, perception, users I. INTRODUCTION ibraries in higher education institutions as a service organization play a significant role when it comes to research as well as growth and dispersion of knowledge. Academic libraries are key centers that play a huge role in supporting learning, research and several other study missions whiles being effective and efficient is their main challenge (Lane, Anderson, Ponce, & Natesan, 2012). Therefore, academic libraries have to efficiently and effectively provide quality services to attain the expectations of their users. Thus, the library environment, it‟s information and communication technology services, human resources, collection of materials and the library as a place should be of better quality to attract more users, both locals and internationals to visit and make use of the library frequently. In view of this, academic libraries are therefore urged to frequently assess the quality of services they provide in order to be at the high end of supporting learning and research works as well the needs and expectations of their users in the changing information era. Thus, frequent service quality assessment based on users‟ experiences of the various library services will assist the library to improve, evolve and innovate in its service provision to meet the needs and expectations of all their user. Previously, the volume and diversity of books and journals, size and the number of users were the ways in which the quality of libraries were assessed and measured. Nevertheless, to better ascertain and evaluate quality of library services, users are included in the evaluation process in order for the library to obtain acceptable and valid results (Zabed Ahmed & Hossain Shoeb, 2009). Nejati and Nejati (2008) outlined service quality in relation to library studies as the difference between the desires of library users and experiences of service performance. Relying on this definition, quality of service in relation to library refers to the fact that, the behavior and satisfaction of academic library users being it good or bad, emanate from the type of services they receive from these academic libraries. Therefore, assessing library service quality from the user‟s perspective is the best way for academic libraries to know their level of service quality delivery. An academic library is accessible to all students and professionals in education, regardless of age, program of study or professional status, level of study, country and other groups. Thus, academic libraries provide services to distinct and diverse group of users and should thereby make sure the services they provide meet the expectations of these diverse user groups from their level of study, program of study, to their nationality in service delivery to achieve a greater level of user satisfaction and be highly user centered. In this rapid changing education environment, academic libraries need to be internationally innovative in resources and services to provide quality services and resources for teaching and research to meet the expectations of their international users. Globally, the number of students who take an interest in formal or tertiary education outside their own nation continues expanding year after year and is expected to continue increasing rapidly in the following decade. This clearly appeared in the steady growth of international students coming to study in China lately. With a sharp increment in the quantity of foreign students coming to study in China, it is significant for academic libraries to be updated internationally to address and meet the desires of all users particularly the L