LITERATURE REVIEW Reliability According to Kiran (2010), reliability refers to the ability to perform promised services reliably and accurately. Ghobadian, Speller, and Jores (1994) stated that reliability is the ability to deliver the promised service on time, accurately, and reliably. It involves performance consistency and reliability. This means that the company performs the service correctly the first time and also the degree to which a service is free from defects. It also means that the company keeps its promises (Edwards & Browne, 1995). A study by Ho and Crowley (2003) uses a focus group method to explore user perceptions of the reliability of library services at Texas A&M University. They found that the reliability of various services, including timely restocking of books, accuracy of catalog records, and timeliness of notifications, can determine patrons' perceptions of how easy or difficult it is to use the library. Five items of the SERVQUAL tool assess reliability based on providing services on time promised, maintaining error-free customer records and catalogs, providing services as promised, reliability in handling customer service issues, and Correct execution of services on the first try. Other SERVQUAL dimensions include safety, responsiveness, empathy and tangibles. While no studies have been conducted that focus exclusively on reliability, past SERVQUAL research shows that it has an important influence on customers' perceptions of service quality in different contexts. Zeithaml, Parasuraman, and Berry (1990) found that customers rank reliability as the most important criterion in judging service quality regardless of service industry. Participants also discussed their experiences with staff helping them find what was missing in the middle of the paper. ....nce, 14 (2), 101-115.Roslah Johari and Zainab Awang Ngah (2007). Identify which services need to be improved by measuring library performance. Malaysian Journal of Library & Information Science, 12 (1), 35-53. Rowley, J. (1996). Staff motivation in libraries. Library Management, 17(5), 31-35. Slatten, T., Svensson, G., & Svaeri, S. (2011). Service quality and turnover intentions perceived by employees: antecedents and consequences. Staff Review40 (2), 205-221. Retrieved July 30, 2010, from: http://www.emeraldinsight.com/0048-3486.htmZabel, D. (2008). Reference desk dilemmas: the impact of new requirements on librarianship. Reference & User Services Quarterly, 48 (1), 20-25. Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (1990). Provide quality service: Balancing customer perceptions and expectations. New York: Free Press.