Meeting Academic Needs for Information: A Customer Service Approach.

The article presents a study on meeting academic needs for information using a customer service approach. The study aimed to investigate whether academic libraries should seek to improve general satisfaction with their services or are services more relevant than others. The study asserted that faculty and students mainly want information services. It analyzed the LibQual+(trademark) data to identify which other resources contribute to information satisfaction among users. The results indicated that access mechanisms were very relevant predictors of information satisfaction and that library facilities and staff were negligible predictors.