Bibliotekspersonalen utfärdar lånekort Studenters uppfattning av bibliotekspersonalens service
The purpose of this Masters thesis is to study students perception of the services that the library staff provides and the library staffs opinion of the students perceptions. With the concept service we mean the treatment, the attitudes and the qualities that exist between the library staff and their users. Our purpose is also to examine how the users experienced services quality. Our survey was conducted at an academic library with questionnaires to both students and library staff. We analysed the result of the survey by using three theories by Lundmark, Keen and Grönroos and Monthelie. We used the theories to clarify the concepts of competence and quality. Our conclusion is that students perception of the library staffs services is that it held high quality. We have also drawn the conclusion that the library staffs opinion agrees with the students perception.