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The aim of this study was to evaluate the service quality of Pakistani university libraries in the context of the user satisfaction. A quantitative survey was conducted to collect data from postgraduate students. The multi-dimensional modified SERVQUAL structured questionnaire consisting of 23 statements was used as a data collection instrument. The results revealed that users were satisfied with the "Empathy" dimension, showing that users were satisfied with the behavior of library staff and the friendly environment between the users and the library personnel. However, there was a gap in the expected service quality and perceived service quality in the four dimensions of SERVQUAL ("Tangible," "Reliability," "Responsiveness," and "Assurance"). The findings of the study would support university library professionals to improve web-based library services. The study would be a useful addition to the body of knowledge. [ABSTRACT FROM AUTHOR]

Academic libraries are experiencing significant changes, and leadership plays an essential role in successfully implementing those changes. The study analyzed the leadership practices in academic libraries in Pakistan's twin cities (Islamabad and Rawalpindi). Another important purpose of the study was to shed light on the adopted practices in decision-making and motivating staff. The qualitative research approach was used to achieve the objectives. A structured interview method was employed to collect data from twenty chief librarians or directors of university libraries in Rawalpindi and Islamabad (twin cities). A purposive sampling technique was used. Open-ended questions were used to collect the data by considering the research objectives. The consent was taken from the selected LIS professionals as prior permission for the interview. NVivo was used to analyze the data, which was then presented using thematic content analysis. The findings revealed that most university library leaders were practising and following the participatory leadership style, also known as democratic leadership. The study will create awareness among academic professionals about the adopted leadership styles and practices and the benefits that can be obtained by implementing them. It will also attract the attention of associated bodies towards this dilemma and result in a positive initiative to build leadership skills in LIS professionals. To our knowledge, no prior study has been conducted to analyze the leadership practices in academic libraries in the Twin Cities, Pakistan. This study will fill that niche. [ABSTRACT FROM AUTHOR]