Abstract—This study proposes a conceptual model and empirically tests the relationships between customers and librarians (i.e. tangibles, responsiveness, assurance, reliability and empathy) with a dependent variable (customer satisfaction) regarding library services. The SERVQUAL instrument was administered to 100 respondents which comprises of staff and students at a public higher learning institution in the Federal Territory of Labuan, Malaysia. They were public university library users. Results revealed that all service quality dimensions tested were significant and influenced customer satisfaction of visitors to a public university library. Assurance is the most important factor that influences customer satisfaction with the services rendered by the librarian. It is imperative for the library management to take note that the top five service attributes that gained greatest attention from library visitors’ perspective includes employee willingness to help customers, availability of customer representatives online for response to queries, library staff actively and promptly provide services, signs in the building are clear and library staff are friendly and courteous. This study provides valuable results concerning the determinants of the service quality and customer satisfaction of public university library services from the users' perspective. Keywords—Service Quality, Customer Satisfaction, SERVQUAL Model, Multiple Regression Analysis I. INTRODUCTION IBRARY is a place where books and papers are collected and gathered for public utilization [1]. Typically a range of library services and materials are provided. Important aspects include how customers experience the physical environment, the accessibility of materials, collections and technology, how customers are treated by staff in every contact (face to face as well as online and telephone) with the library, and the availability of products and programs the customers want and need. Gupta and Ashok [2] refers library as a service organisation providing access to books and information as well as advice and assistance the library staff provide to the users. A quality service rendered to all library users is among the core values of librarianship. Iacobucci, Ostrom, and Grayson [3] concluded that the key difference between service quality and customer satisfaction is that quality relates to managerial delivery of the service while Norazah Mohd Suki is an associate professor with the Labuan School of Business & Finance, Universiti Malaysia Sabah, 87000 labuan F.T., Sabah, Malaysia (e-mail: azahsuki@yahoo.com). Norbayah Mohd Suki is a senior lecturer with the Labuan School of Informatics Science, Universiti Malaysia Sabah, 87000 labuan F.T., Sabah, Malaysia (e-mail: bayasuki@yahoo.com). satisfaction reflects customers' experiences with that service satisfaction. Providing excellent service to customers entails the customers’ perception of satisfaction in order to meet the customers’ expectations [4]. This study aims to examine whether service quality influences customer satisfaction of visitors to a public university library. No previous study has focused on the factors affecting customer satisfaction with library services among public library users in the Federal Territory of Labuan, Malaysia. This research moves towards a broader view of the relationship between customers and librarians (i.e. tangibles, responsiveness, assurance, reliability and empathy) with a dependent variable (customer satisfaction) regarding library services. The current study tests a more widespread model by examining the integrative system of the relationships, by assimilating marketing perspectives as inputs into the model, thus taking a broad view of its findings as well as broadening the theoretical base in library management research and practice within the Malaysian context. Customers’ feedback information can be of assistance to the library in satisfying users’ demands in seeking library services. II. LITERATURE REVIEW Excellent service quality will result in high level of customer satisfaction [5]. Hoyer and MacInnis [6] said that satisfaction can be associated with feelings of acceptance, happiness, relief, excitement, and delight. Lee [7] described six major dimensions for evaluating library services: circulation operations, collections utilisation, environment and physical facilities, attitude of the staff, serving manners, and education and consultancy. Moreover complaints, suggestion and feedback forms are methods used to measure customer satisfaction [8]. Among the most popular measurement tools of service quality is SERVQUAL, based on the work of Parasuraman, Zeithaml and Berry [9]. Dimensions that have been consistently ranked by customers to be important for service quality include tangibles, responsiveness, assurance, reliability and empathy. A. Tangibles Tangibles refer to physical facilities of library premises, up- to-date equipment and appearance of the library’s personnel. Normally customers look at tangible signs of the service quality that the library can provide. Kumar, Mani, Mahalingam and Vanjikovan [10] and Lai [11] found that Norazah Mohd Suki and Norbayah Mohd Suki Service Quality vs. Customer Satisfaction: Perspectives of Visitors to a Public University Library L World Academy of Science, Engineering and Technology International Journal of Economics and Management Engineering Vol:7, No:2, 2013 338 International Scholarly and Scientific Research & Innovation 7(2) 2013 ISNI:0000000091950263 Open Science Index, Economics and Management Engineering Vol:7, No:2, 2013 publications.waset.org/3586/pdf