Evaluation of User Satisfaction with Academic Libraries Services Based on Students' Perspectives

Abstract

Evaluation of user satisfaction is a significant determinant of library performance in terms of quality service delivery to ascertain and innovate where the library services need improvement. The main goal of the study is to evaluate user satisfaction of academic library services based on students’ perspectives and determine the relationship between user satisfaction and the overall library service quality. The study adopted the survey research method and a user satisfaction questionnaire was developed to solicit data and responses from international students who are users of the Jiangsu University Library. A total of 283 responses were obtained through the simple random sampling technique. The solicited data were analyzed using frequency, percentage, tables, and charts. The results of the study indicate that users are satisfied with both library’s support for learning and research, and the library’s treatment of users and students rated the overall quality of services provided by the library as good. Pearson correlation analysis and multivariate analysis of variance (one- way MANOVA) were done to measure the relationships and effects between user satisfaction and the overall library service quality and the results show that library users’ satisfaction has a positive and significant relationship and effect with the overall library service quality. However, the academic still has to improve its services because a few users are dissatisfied with the library’s support for learning and research, and the library’s treatment of users. The outcomes of the study will assist academic libraries to formulate effective strategies to ensure better delivery of quality services to the users to enhance their satisfaction, thereby attracting more users. This will also help academic libraries to regularly analyze user’s satisfaction and their views on academic library services.