Building a culture of quality assurance in the libraries of the University of Ljubljana

This paper seeks to examine measures for assessing library performance from three perspectives: efficiency, effectiveness and service quality.

The concepts of the measurement of library performance are discussed in order to identify appropriate research methods for studying the libraries of the University of Ljubljana.

A set of performance indicators and a research method are suggested.

This paper fulfils a need for a practical solution of how to improve service quality in university libraries. The libraries of the University of Ljubljana are used as a case study.