Abstract
This thesis aimed to analyze the service use patterns, user satisfaction and librarian perception of service quality in a university library so as to build a research framework for the study of service systems. I used the NTHU Library as the case, which allowed more attention to the detailed structure of the service system. In particular, I constructed the library service system, analyzed the dimensions of user satisfaction for evaluating service quality, explored the differences of user satisfaction among different user groups, and provided suggestions for quality improvements. In addition, I found that different groups of readers have different use patterns in the NTHU Library. However, the results of this study did not show that the lower degree of service involvement the more service use or the higher degree of service involvement the less service use. Furthermore, I also compared the user satisfaction and service use as well as the user satisfaction and librarian perception to derive possible directions for quality improvements. This study provided not only specific guidelines for the present university library but also a research framework for other service systems.