Abstract
This is an exploratory study of customers' satisfaction of service quality in university library. We use one university library as the case, which allows more attention to the detailed structure of the service system. In particular, we construct the library service system, analyze the dimensions of customer satisfaction for evaluating service quality, explore the differences among different groups of customers, and provide suggestions for quality improvements. This study provides not only specific guidelines for the present university library but also a research framework for other service systems.