Satisfaction of students with the reference services at the National and University Library Of KosovaMekolli, Bedrije (Avtor) Petek, Marija (Mentor) Service quality is essential in changing the work culture among the employees and generates their involvement in the services of the library. It should focus on continuous improvement of products and services, with greater employee involvement and an increased emphasis on customer needs. This study explores satisfaction of students with the reference services at the National and University Library of Kosova (NULK). Furthermore, this work investigates students% perceptions of reference service, and level of satisfaction with library services in the NULK, how they use the reference services, online sources and its usage, evaluates and assesses the quality of resources, services and challenges that undergraduate and graduate students face when using library services, involving a few other library related issues.[B. Mekolli]20142015-09-08 16:41:02Magistrsko delo/naloga72225sl