This book presents a framework for the continuous evaluation of the quality of research support provided by High Education Institutes (HEIs). It evaluates a number of tools used for measuring service quality before a particular tool is chosen to empirically evaluate the quality of research services provided at a British University. The research puts forward a hierarchical skeletal model for service quality measurement with three "legs" namely: the importance, satisfaction and frequency of use of each service item, which are all measured and taken into account in the overall perception of service quality. The research also suggest the establishment of periodic service quality measurements to track service quality trends, as well as a customer service charter setting performance targets for information services at HEIs.

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