All over the world, people have become an enigma in wanting the best. No matter how basic the service or product, despite the monopoly, this research has seen every service provider strive to offer the best of service. This is based on the awareness, as Gronroos (1990) points out, that the increase in productivity has been strongly influenced over the years by external factors such as customer satisfaction. This was the advantage of capitalism. Service providers have realized that offering a service is not enough. All over the world, there is intense competition to conquer the market niche, and where the product quality is almost at par, there can only be one way to gain the upper hand; offering excellent customer service to customers. To this end you need to ensure that the quality of service and customer satisfaction are beyond reproach to conquer that niche. This article will evaluate how this has been important in library services and how they can be improved. Academic libraries are currently facing their greatest challenge since the inception of tertiary education and academic publishing, which took root after World War II. The global digital revolution has influenced both traditional forms of knowledge creation, organization and dissemination, and the world of tertiary education itself. The alliance between business and universities to create a new model of tertiary education and the advent of the computer-generated university, supported by the virtual library, raises many questions about our previous assumptions regarding the role of the academic library as their security in future. Their only focus is maintaining and growing their current customer base... half of the article......jstor.org/stable/1251430?origin=crossref.Reeves, CA & Bednar, DA, 1994 Defining quality: alternatives and implications. Academy of Management Review, 19(3), p.419. Available at: http://www.jstor.org/stable/258934?origin=crossref.Rowley, J., 1996. Motivation and the academic workforce in higher education. Quality Assurance in Education, 4(3), p.11-16. Available at: http://www.emeraldinsight.com/10.1108/09684889610125814.Yong Jae, K, & Pastore, D 2005, 'A Hierarchial Model of Service Quality for the RecreationalSport Industry', Sport Marketing Quarterly, 14, 2, pp 84-97, Business Source Complete, EBSCOhost, viewed 27 April 2011. Zeithaml, V.A., Berry, L.L. & Parasuraman, A., 1988. Communication and control processes in the provision of service quality. Marketing Journal, 52(2), p.35-48. Available at: http://www.jstor.org/stable/1251263?origin=crossref.