Correspondence of User Expectations with Staff Presumptions Regarding the Quality of Services Offered At [Iranian] National Library

The present investigation aims to determine the gap between users, understanding and expectation of services received with staff presumptions regarding their expectations.

LibQual questionnaire comprising of 23 indicators grouped into three dimensions (Service impact, information control and library as a locality and space) was used in this research.

From the standpoint of users, library staff and resources have to some extent been able to fulfill expectations of users in the least regarding some cases. Staffs presume that users expect them to be more willing to answer their queries and that the resources available have to some extent been able to meet the least expectations of users. They further presume that patrons have lesser expectation of library to serve as a social space contusive to group learning. Whereas, the patrons have considered a social space for group learning and study as being imperative.