There are many different approaches to the concept of "quality," which focus on both "what" defines the quality of a service and "who" defines quality. A study funded by the British Library (England) sought to define an approach to quality appropriate for the delivery and effective management of public library services. The study was concerned with quality management as a specific system or technique for securing a high quality library service and focused on organizational, client, and policy issues. A questionnaire sent to all public library authorities in the United Kingdom yielded an 81% response rate. Of the authorities surveyed, 62% do not have a quality program, 19% have a quality program, and 19% are developing a quality program. The three most important quality features identified were: skilled, courteous employees (62%); an appropriate range and quality of resources (57%); and a welcoming environment (32%). Areas felt to be in need of greatest improvement included: employee knowledge to answer client questions or make referrals; convenient opening hours; clear guides for clients to navigate the library; a good book stock; and making clients aware of the standards of service they can expect. Service quality can be judged by the users, professional librarians, and other stakeholders, including local politicians and library suppliers. (Contains 28 references.) (SWC)