User satisfaction in a university library: testing the mediating role of staff behavior

This study examines the performance evaluation of service quality and user satisfaction in selected Zimbabwe university libraries. The study objectives were to establish reasons for the criticality of performance evaluation in university libraries, to identify the aspects of performance evaluation standards that contribute the most to service quality and user satisfaction, to examine how the service quality of libraries is affected by technologies, to assess service quality characteristics that contribute to user satisfaction, and to evaluate the decline in the usage statistics of the selected university libraries This study aimed to determine the centrality of the performance assessment of service quality and user satisfaction. The focus is on the selected institutions in Zimbabwe. The study further identifies the contextual areas affecting service quality, user satisfaction, and performance evaluation methods. It provides an opportunity to advance our knowledge of library operations and services, improve our understanding of user expectations, and enhance efficient service delivery. This is crucial in the Information Science fraternity in several ways. For instance, the theoretical perspectives of the study are intended to provide and contribute to the knowledge of performance evaluation of service quality and user satisfaction in university libraries in Zimbabwe. The study adopts the Expectation Confirmation Theory (ECT) as the theoretical lens to view the research hypotheses. It also uses a pragmatic paradigm to address the different research questions. The study also employs a combined quantitative and qualitative approach using a survey questionnaire, interviews, and observation for data collection. A survey questionnaire was administered to 1330 postgraduate library users, and semi structured interviews were conducted with nine purposively selected library managers. Qualitative data were analysed using thematic analysis, while quantitative data were analysed using the statistical package for social science (SPSS) 2021 to generate descriptive and inferential statistics to actualise the study's objectives. The reliability and validity of the instruments were ascertained through test retest reliability using Cronbach's alpha on 30 postgraduate students from a university that was not selected. A reliability analysis was conducted on an instrument comprising 43 items. The Cronbach's alpha showed that the questionnaire had acceptable reliability (α = 0.852). The study adhered to the ethical protocol of the University of KwaZulu Natal. The study findings established that respondents strongly felt that performance evaluation, user feedback, and user suggestions of library services are more critical to library performance and improving library services. The results revealed that library policies, procedures, and regulations affect most service quality and user satisfaction. The findings of this study showed that the use of computers has increased library performance. It was also found that physical library visits declined owing to the proliferation of technologies. The findings indicate that libraries have resources and facilities that meet users' needs. The library staff were highly commendable. The study concludes that variables such as performance evaluation, service quality, and user satisfaction contribute to library service quality. The study also concluded that university libraries that subscribe to local and international associations and organisations develop more in their management. The selected libraries can raise their standards by becoming members of local and international associations. It was concluded that the availability of electronic resources enhances research quality by supplementing hard copies. University libraries should invest in electronic resources and ensure that they subscribe to various of these resources to increase the accessibility of their collections. The study recommended that work on performance measurement and evaluation be performed regularly. Every academic library's measurement and evaluation team must suggest proper planning for conducting performance surveys. The study also recommends that specific standards be observed to allow university libraries to use different indicators and the revised standards procedures in their operations. There was a need for collaborative efforts through national associations (ZimLA), Zimbabwe Library Consortia, and other international associations (IF LA, AFLIA and American Library Association (ALA). The study recommends that university libraries keep pace with the latest technological advancements. The study also recommends that library management create a section in the library dedicated to eliciting user needs. This study also recommends that library staff be trained and retrained on how to maintain library statistics. The findings, conclusions, and recommendations will help university libraries strengthen their systems and strategies for improving the provision of their services. More importantly, evidence based modern benchmarking tools will usher in a new dimension of managing university libraries. The study proposes a more refined model and instrument for measuring the service quality and user satisfaction of libraries. Finally, this study has the potential to improve the user experience of university libraries.

One of the most important measures used for evaluating the service quality of a library is a user satisfaction survey. The objectives of the study were to find out the purposes of using a library and to evaluate user satisfaction towards the library facilities, library staff, library services, library resources and library website of the Open University of Sri Lanka. The population of the study was the university staff and the students who registered in the library of the Colombo regional centre of the Open University of Sri Lanka. Total sample size was 357 inclusive of both university staff members and students. Purposive sampling technique was utilized to get a representative sample. Primary data were collected with the help of a survey using a structured questionnaire, designed specifically for the purpose. Analysis of primary data was done using frequency tables and basic descriptive statistics such as mean, median etc. To measure the validity and reliability of the statements that are used to measure the user satisfaction, Cronbach Alpha testing was used. User satisfaction was evaluated under 05 parameters, such as (a) Library facilities; (b) Library staff; (c) Library services; (d) Library resources and (e) Library Website and Information access. It was identified that the respondents used the library for different purposes. Study results indicated reading, searching library resources, using computers to access information, and borrowing and returning books as the major purposes of using the library. The results of the study also revealed that on average, the respondents were relatively most satisfied with the library staff and their performance and helpfulness, moderately satisfied with the available library services, satisfied with the library website and its facilities and generally satisfied with the library facilities and library resources as a whole. The results also indicated that overall library users are satisfied with the available library resources, services and facilities. But, the study could also identify that there were some areas that users were not much satisfied with, particularly, providing user awareness programs, training on information searching, dissemination of services or providing information through social network media like face book, twitter etc., improving Wi-Fi facilities, improving access to audio visual materials, increasing the availability of electronic databases and providing more online library services. Therefore it is important to conduct information literacy programmes and user awareness progammes in order to make library users aware about new library resources and services and to enhance their information literacy skills. Further, it is recommended that understanding the user information needs, fulfilling those needs and measuring their level of satisfaction on regular basis is essential in order to provide a better service and to establish the sustainability of libraries.

A Review of:
 Quesenberry, A. C., Oelschlegel, S., Earl, M., Leonard, K., & Vaughn, C. J. (2016). The impact of library resources and services on the scholarly activity of medical faculty and residents. Medical Reference Services Quarterly, 35(3), 259-265. http://dx.doi.org/10.1080/02763869.2016.1189778
 
 Abstract
 
 Objective – To assess the impact of academic medical library services and resources on information-seeking behaviours during the academic efforts of medical faculty and residents.
 
 Design – Value study derived from a 23-item survey.
 
 Setting – Public medical residency program and training hospital in Tennessee, USA.
 
 Subjects – 433 faculty and residents currently employed by or completing residency in an academic medical centre. 
 
 Methods – Respondents completed a 23-question survey about their use of library resources and services in preparation for publishing, presenting, and teaching. The library services in the survey included literature searches completed by librarians and document delivery for preparation of publications, presentations, and lecture material. The survey also included questions about how resources were being accessed in preparation for scholarship. The survey sought information on whether respondents published articles or chapters or presented papers or posters in the previous three years. If respondents answered in the affirmative to one of the aforementioned methods of scholarship, they were provided with further questions about how they access library resources and whether they sought mediated literature search and document delivery services in preparation for their recent presentations and publications. The survey also included questions concerning what types of scholarly activity prompt faculty and residents to use online library resources.
 
 Main Results – The study was provided to 433 subjects, including 220 faculty and 213 residents, contacted through an email distribution list. The response rate to the survey was 15% (N=65). Residents comprised 35% of the respondents, and faculty at each of the three levels of tenure comprised 60%. The remaining 5% of respondents included PhD and non-clinical faculty within the graduate school. Over 50% of respondents reported use of library services in preparation for publishing and presenting. These library services were literature searches, document delivery, and accessing online resources. Faculty and residents reported use of PubMed first (71%) and most often, with 56% of respondents reporting weekly use, followed by Google or Google Scholar, with 20% of respondents reporting its use first and 23% of respondents reporting weekly use.
 
 However, regarding responses to the question concerning how journal articles are accessed, “using a search engine” was chosen most often, at almost 65%, followed by (in order) clicking library links in a database, contacting the library directly, searching the list of library e-journals, clicking publisher links in a database, using personal subscriptions, searching the library catalog, and using bookmarks saved in a web browser. Based on survey responses, faculty reported higher use of library services and resources than residents; however, residents reported higher use of library services and resources when preparing posters and papers for conferences and professional meetings. In addition, several comments spoke to the importance of the library for scholarly activity, many indicating the critical role of library assistance or resources in their academic accomplishments.
 
 Conclusion – This study provides evidence in support of library resources and services for medical faculty and residents, which contributes to discussions of the contributions of medical libraries. As hospital libraries close and academic medical libraries see reductions in budgets, this study contributes to the value of a library’s presence, as well as the role of the health sciences librarian in medical research and scholarly communication. This academic medical library was reported to be first and most often used, in comparison with other resources or none, in preparation for publication and presenting. The results of this and similar studies can contribute to the generalizability of its findings relating to the value of medical libraries. In addition, PubMed, UpToDate, and Google were the resources used most often by respondents, along with search engines and library links in databases. These findings can be incorporated into future outreach, marketing, and instructional curriculum for this library’s users. The survey results also provide additional support for the library’s role in the academic research lifecycle, and free-text comments about the critical role of library services furthered those findings. The authors state that further research is necessary for improving awareness of library resources and services in the role of scholarship at institutions.

Academic achievement can be significantly impacted by using library resources and services, but anxiety about libraries may limit students' willingness to use them. Less initiative is taken to assess user anxiety levels in academic libraries in Bangladesh. This study assessed library anxiety levels, evaluated the effect of library anxiety on comfort with library service and technology as well as measured individual differences in library anxiety by different demographic groups applying Bostick's Library Anxiety Scale (LAS). Bostick's LAS was adapted as per the academic library environment, including forty-eight items under five dimensions with a five-point Likert scale. A survey was conducted among 392 students from two private, one international and two public universities in Bangladesh. For data analysis, negatively worded statements were reverse-scored so that all the statements were scored in the same direction. The multiple regression analysis was done to evaluate the effect of library anxiety on comfort with library service and technology. The individual differences in library anxiety were computed through ANOVA and Independent Sample T-test by different demographic groups. The overall mean score of library anxiety was 3.99 out of 5, indicating that library anxiety level was reasonably low among the students. Affective and staff barriers significantly affected comfort with library services as well as affective, cognitive, and staff barriers significantly affected comfort with library technology. The overall and dimensional library anxiety was significantly different among the users by category of university and user. Numerous statistical methods supported sampling adequacy, reliability, and validity of the adapted scale that will prompt further studies on assessing library anxiety in academic libraries locally and globally. The findings would have significant policy and practical implications for developing and implementing strategies that help students feel less anxious and do better academically. Keywords: Effect, Library anxiety, Bostick’s Scale, Individual Difference, University libraries, Bangladesh.

The main library of the General Sir John Kotelawela Defence University conducted a survey of the first and third-year undergraduates of the Faculty of Engineering and Faculty of Management, Social Sciences and Humanities, to investigate the use and user satisfaction on library services and resources. The study employed the 455 structured questionnaires to the whole population of undergraduates as the main tool for collecting data. Further, various registers were used to count the number of users. Collected data were analyzed using SPSS Version 20. The major findings of the study revealed that the respondents were satisfied with the library resources and services of the library as a whole. Also, the study found that many of the respondents visit the library for more than one reason, whereas the majority of the respondents visit the library for accessing past papers. Other findings show that the largest proportion of the respondents visit the library once a week. As for resources, the textbooks were ranked first, followed by the newspapers/magazine, and reference sources. The less frequently used resources are CD/DVD/VCD, online journals, databases, and library web links. To meet undergraduate information requirements and make them aware of the available resources and services, it is recommended to conduct information literacy programs as well as awareness programs at regular intervals.

This study is an investigation of use of library resources, user’s satisfaction in library resources and services and information seeking behaviors of the students and research scholars of Tezpur University. 200 questionnaires were distributed among students and research scholars of Tezpur University to collect relevant data. 79.5%(159) library users responded where 32.07%(51) respondents visited Central library, Tezpur University everyday for borrowing library books. It is found that 82.39%(131) users borrowed text books, (79.87%)(127) consulted journals and 75.47%(120) read news papers to meet their information needs. Library is playing vital role to meet multidimensional demands of students, and research scholar for information and knowledge. It is felt that user guidance is necessary to help library users to meet their information needs and make users aware of the available library resources and services. Key words: Library resources, library services, users’ behavior, library collection, user’s satisfactions.

The purpose of this study was to investigate the gap between library users’ expected and perceived library services and to examine the role of library services in developing user satisfaction and loyalty. A quantitative research design using a questionnaire was used to investigate the research objectives. Undergraduate students were selected as the population from the Information Technology University. The questionnaire was adopted from previous literature. It was pilot tested with 50 undergraduate students and found reliable. Data was collected from 304 respondents and were analyzed using SPSS (v.20) software. The study found that library users expected a high level of service in three categories, i.e., Affect of Service, Information Control, and Library as a Place, as all mean scores were higher than 7 when rated against a scale from 1 to 9. The participants reported that they were likely to consult the library and recommend it to others. The structural equation model confirmed that better services will increase users’ satisfaction with the library resources and services and will lead to winning users’ loyalty. The findings from the study provided useful insight into the determinants of user satisfaction and loyalty and could be useful for other academic libraries seeking ways to increase user loyalty and user satisfaction with library resources and services.

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.

Primarily, academic libraries and librarians’ objective is to satisfy library users. Customer satisfaction in business seeks to maintain and enhance the relationship between customers and organizations to win loyalty and ensure survival in the competitive world of information explosion. Customer satisfaction, therefore, implies customers’ perception that his or her expectations have been met or surpassed. The purpose of this study was to assess the customer service provision for enhanced user satisfaction in academic libraries with a focus on St Paul’s University Library. The objectives of the study were to establish the quality of information resources/services offered at the library; to determine the level of awareness and accessibility of the existing information resources; to establish strategies/methods used to ensure effective customer satisfaction; and to determine challenges encountered by library users while seeking information services at St. Paul’s university library. The study was both quantitative and qualitative in nature and descriptive survey method was used. The study was carried out at St Paul’s university library main campus, which is located in Kiambu County, along Limuru Road, about 32 Kms from the City of Nairobi. The target population included144 full time second, 159 third year full time students, 65 full time lecturers, 31library staff and the Chief University Librarian. The researcher used stratified random sampling to select the respondents and a sample size of 161 respondents was selected from the target population. Data was collected using different questionnaires administered to the students, lecturers and library staff while the interview schedule was used on the University librarian. Data was analyzed, interpreted and presented using descriptive statistics. The findings showed that the library is well equipped with quality information materials both in written and electronic formats and that generally, the services offered at the library were of good standards and library users were treated with respect and courtesy while seeking library services. The findings showed that it is important for librarians to increase communication between library users and library staff, conduct regular staff training on customer care to enhance customer service practices. The findings further showed that a large number of the users visit the library to be able to access and retrieve information materials from online sources; library users get to know about new information materials acquired by the library through: library visits, current awareness service (CAS), Own initiative or visits and notice boards. In conclusion, this research will be used to improve services in the library and also better the library profession as well as contribute majorly to the body of knowledge in the area of library customer service provision and user satisfaction. This study recommended that there is need to transform, re-engineer and improve library services to conform to changing user’s academic needs in the University.

A user satisfaction survey is one of the most crucial tools for assessing the level of service provided by a library. The objectives of this study were to find out the purposes of using a library and to evaluate user satisfaction towards the library services and library resources of the University of Horticulture Science, Bagalkote, Karnataka. The population of the study was the students pursuing their under graduation, post-graduation and PhD who had registered in the library of the University of Horticulture Science, Bagalkote, Karnataka. Total sample size was 610 inclusive of all the three categories of students (UG, PG, Research scholars). Purposive sampling technique was utilized to get a representative sample. Primary data were collected with the help of a survey using a structured questionnaire, designed specifically for the purpose. Analysis of primary data was done using frequency tables and basic descriptive statistics such as mean, Std. Deviation etc. User satisfaction was evaluated under two parameters (a) Library services; (b) Library resources, covering a wide range of attributes focusing on library facilities, staffs, website and Information access, print and online resources etc. It was identified that the respondents used the library for different purposes. Study results indicated reading journals/newspapers, preparing assignments/reading notes, using computers to access information, and access to internet as the major purposes of using the library. The results of the study also revealed that on average, the respondents were generally satisfied with the library facilities and library resources as a whole. While the respondents generally perceive library services positively, there were some areas that users were not much satisfied with, particularly, CDs/DVDs and conference/seminar proceedings, annual reports, subject gate ways, Interlibrary loan and selective dissemination of information (SDI), bibliographic service, reprographic service, document retrieval speed, service quality, staff knowledge, and fairness of treatment where improvements can be made to enhance user satisfaction and consistency in experiences.

In this paper author discuss the role of university library in higher education. Given the brief information of Himachal Pradesh (HP) University Library Shimla and for calculating impact of information technology on library given the journey of library automation and user survey about library activity and use of ICT in library and user satisfactions. A survey was conducted the HP University Library. A total number of 180 users from the postgraduate, research scholar were selected and their response was obtained with the help of questionnaire and conducting meeting with librarian's and staff of the library and users. The results also showed that libraries go for the E-Journals subscription and online and offline databases it may help to users a lot. It also showed that users were satisfied with the services of the library but demanding quality improvement in library services. Also, some suggestions were made to provide quality services and increase user's satisfactions.

Any library irrespective of its kind has to be user oriented. All the services provided by the library are intended for the benefit of the users. In order to improve the existing library services, planning for new services, rationalize the limited financial resources in an economic way, evaluate the performance of the library and enhance the user satisfaction, it is imperative to conduct user studies. These studies will help library authorities to know the utilization and satisfaction of users with existing library resources, services and facilities, the type of new services required and the amount of finance required for their implementation. Usage and satisfaction studies are also part of user studies as these are based on users. The performance of any library can be judged on the basis of extent of usage and satisfaction it is providing to its users. Hence, there is need to conduct user studies to assess the usage and satisfaction of users with the resource, services and facilities provided by the library. These studies are also essential to know the differences in satisfaction among the differences in usage and satisfaction among the different categories of users. Necessary measures can be taken in case of the users are dissatisfied with the library services and facilities by finding out the reasons for their dissatisfaction. The present study makes an attempt in this direction by studying the usage pattern of library resources by the faculty members of NAAC accredited degree colleges in Kadapa District. Efforts have been made to know the differences in usage and satisfaction between the faculty members of NAAC degree college libraries and finally to make recommendations to improve the present library resources, services and facilities.

Now a days the academic libraries are universally accepted as a central organ around which all academic activity revolve. It is probably for this reason that library is said to be the heart of an academic institution. Academic Libraries provide additional facilities for higher learning, research and dissemination of knowledge publications. There are great varieties of users, demanding different kinds of library services. All library services such as collection building, processing, stacking and display of the materials, organizing, managing by other related activities are entirely geared to use and the library users. This study analyses the Information Access by Faculty Members in Electronic Environment: A Study at Selected Veterinary Colleges in Tamil Nadu. This study analyses the accessibility of library collections, information and communication technology infrastructure facilities, the user satisfaction on electronic resources and database management, and the services provided to the user through the Internet. This study is to find out the information access by Faculty Members about library resources and services in the electronic environment. Totally 117 questionnaires were distributed and 102 were received. This study provides the information access by Faculty Members of Veterinary College and Research Institute in Chennai and Orathanad. The present study is focused on the Faculty Members from two Veterinary Colleges in Tamil Nadu. The population for this study consists of full time Faculty Members with different departments using the Simple Random Sampling technique was used to choose the sample.

A Review of:
 Albarillo, F. (2018). Super-diversity and foreign-born students in academic libraries: A survey study. portal: Libraries and the Academy, 18(1), 59-91. https://doi.org/10.1353/pla.2018.0004
 Abstract
 Objective – To evaluate the relationship between academic and public library usage and various characteristics of foreign-born students.
 Design – Survey questionnaire.
 Setting – Medium-sized public liberal arts college in the northeastern United States.
 Subjects – 123 foreign-born students enrolled at the institution in fall 2014.
 Methods – The researcher emailed a five-part survey to participants who indicated on a screening survey that they were foreign-born students currently enrolled at the college. Of the participants emailed, 94 completed the survey. The survey used a super-diversity lens to assess academic and public library use by foreign-born students in relationship to multiple variables, including student status, race and ethnicity, immigration status, first-generation student status, gender, age, age of arrival in the United States (US), years living in the US, and ZIP Code (used to approximate median income based on the US Census Bureau’s 2014 American Community Survey). Respondents reported frequency of use on a Likert-type scale of 1=Never to 6=Always. The author adapted items from the In Library Use Survey Instrument (University of Washington Libraries, 2011). Usage types included: computer, Wi-Fi, staff assistance, electronic resources, physical resources, printing/scanning/photocopying, program attendance, and physical space. Independent sample t-tests were used to evaluate mean differences in reported library usage based on demographic variables. The author used Somers’ d statistical tests to explore the relationship between library use and age, age on arrival in the US, years lived in the US, and median income. The survey asked participants to describe both academic and public libraries in five words. To show term frequency, the author used word clouds as a visualization technique.
 Main Results – The study reported on the results of the library use survey section. Overall, foreign-born students used college libraries more frequently than public libraries. The author reported on findings that were statistically significant (p ≤ 0.5), focusing on those with mean differences ≥ 0.5. Key findings included: undergraduate students used public libraries and Wi-Fi/e-resources onsite at college libraries more often than graduate students; first-generation students gathered at the library with friends more frequently; no significant difference was reported in library resource use by gender; and non-white students used the college library more frequently as a study space and for printing. The author was surprised no significant differences in usage were found between participants with permanent vs. temporary immigration status. Somers’ d associations showed an inverse relationship between age and Wi-Fi use and age of arrival in the United States and likelihood of eating in the library. Overall, both library types were positively described in open-ended responses as places with social and academic value.
 Conclusion – The author suggested the concept of super-diversity equips librarians with a more inclusive approach to studying library user perspectives and behaviors. The author used survey data and the Association of College and Research Libraries (ACRL) Diversity Standards (2012) to highlight library service considerations for foreign-born students. Examples of suggested service improvements included supporting printing in Unicode non-English fonts, cultivating a diverse library staff, and providing culturally appropriate library orientations and outreach. The author recommended that more research with foreign-born students was needed to assess culturally appropriate areas for eating and socializing, unique information needs, and expectations and awareness of library services. The author suggested first-generation students’ use of the library for socializing and non-white students’ higher use of libraries for studying as two areas for further qualitative study. The author also suggested creating services and partnerships between public and academic libraries could support foreign-born students, even recommending cross-training of library staff.

Academic libraries are an integral part of learning institutions, serving as crucial hubs for meeting the information and research needs of students and faculty. The study aimed to determine the level of satisfaction of users with library resources and services at a lone agricultural state higher education institution (HEI) in Bulacan, Philippines. A survey research design was employed to quantify the responses from education faculty and students, who were selected using a purposive sampling technique. The findings reveal that respondents are generally satisfied with the library’s resources, including the availability of printed materials, accessibility of online resources, provision of ICT equipment, and overall conduciveness of the learning environment. Both faculty and students expressed satisfaction with the quantity and quality of the library’s online and print materials in supporting their respective fields of study. Regarding library services, majority of respondents were satisfied with the institution’s library orientation, instruction, guidelines for borrowing books, service hours, reference support, reader’s advisory, information and referral, current awareness, indexing, and internet access. These services enable college librarians and staff to facilitate effective utilization of the library’s resources, allowing students to engage with books, journals, and other vital educational materials, as well as conduct individual and group studies. The degree to which the college community utilizes the library’s services and resources can serve as an indicator of the library's function and value in supporting the academic and research needs of the institution. Generally, this study provides valuable insights to guide the library in enhancing its offerings and ensuring sustained user satisfaction.