Library User Satisfaction Research Articles

Enhancing User Satisfaction through Effective People Marketing Strategies in University Libraries

This research article investigates the relationship between people marketing strategies and user satisfaction within university libraries in central Uganda. Given the increasing competition among academic libraries for user engagement and service delivery, understanding how people-oriented marketing approaches can enhance user satisfaction becomes crucial. The objectives of this study are: to analyze the people marketing strategies employed by selected university libraries, assess user satisfaction levels, explore the relationship between marketing strategies and user satisfaction, and determine the influence of these strategies on the overall satisfaction of library users. A mixed-methods approach was used, involving quantitative surveys and qualitative interviews. Findings indicated a positive (0.185-0.509) and significant (P≤0.01) correlation between effective people marketing strategies and higher user satisfaction levels. Staff availability (12.463, P≤0.009), capacity to guide users (3.583, P≤0.000) communication skills (0.605, P≤0.001), effective rapport with users (37.351, P≤0.058), and support in utilization of new technologies (3.283, P≤0.007), among others, were the major determinants of user library satisfaction. The study therefore emphasized the need for library administrations to adopt comprehensive marketing approaches focusing on interpersonal relationships and user-centric services.

Users’ Satisfaction of the Academic Library facilities and Services in Swamy Vipulananda Institute of Aesthetic Studies, Sri Lanka

Library is identified as an important organization in the higher educational system. It is an essential requirement for learning and research activities. The library of a higher education institute is committed to provide an excellent service for its users. Since the higher education institute library is devoted to provide exceptional learning resources, it is recognized as an excellent service providing center among the users. Meantime except learning resources a library develops the availabilities of its other facilities and services. In this context, this study was carried out to evaluate library user satisfaction with existing facilities and services expect learning resources while identifying user needs. The study uses the survey research design through the stratified random sampling method. 240 (out of 808) undergraduates who visit the Swamy Vipulanada Institute of Aesthetic studies library were selected as sample. According to the result that the undergraduates are overall satisfied with available library facilities and services. However, the study further reveals one of the attributes of the study that the orientation program of the library is not being fully effectively utilized by undergraduates. Based on this finding it is essential to reorganize the orientation program among the undergraduates. Thus, this study present recommendation to upgrade the current orientation program among the users to meet the challenges they face in the information access.

Mengukur Pengaruh Kualitas Pelayanan Terhadap Kepuasan dan Loyalitas Pengguna Perpustakaan UMS

This research aims to evaluate the impact or effects of effect of Service, information control, and the Library as a Place on the satisfaction and loyalty of library users. The samples in this test were active students and users who utilized library services at the Muhammadiyah University of Surakarta. Sampling was done using a purposive sampling technique to obtain a total of 150 respondents. The data management is carried out using the SmartPLS 3.0 statistical calculation tool and it can be stated that the effect of Service, Information Control, and Library as Place has a significant effect and has a positive impact on user satisfaction and loyalty so the hypothesis can be accepted.

Competencies, Responsibilities and Interpersonal Skills of library professionals: A Case Study of Teslim Elias Library, Lagos State University, Ojo, Lagos State, Nigeria

This article is aimed to explore the interpersonal communication of library professionals in library service. Satisfaction of library users and the correlation interpersonal communication of library professionals to the satisfaction of library users of library service. This research used quantitative research method. The data collecting technique used observation, questionnaire, and documentation. The population in this research consists of library service patrons (N=4166), then it is taken patrons for sampling (n= 99). The chosen sampling technique used a simple random sample, while data measurement used the Likert scale. The validity test applied the product- moment correlation formula, while the reliability test uses the Alpha Cronbach formula. The result shows that interpersonal communication of library professionals in library service belongs to high category. The satisfaction of library users in library service is in the high class. There is a positive correlation between the interpersonal communication of library professionals and the joy of library users in library service.

Accessibility, Usability and Satisfaction of Library Users in the Hybrid Resources and Services of Academic Libraries in the Province of Albay

This study determines the Accessibility, usability and satisfaction of library users in the hybrid resources and services of academic libraries in Albay province. The methodology used in this research was descriptive-correlational technique. As result in conducting the study the findings were as follows: 1. the level of accessibility of academic libraries in the Province of Albay was high with an average weighted mean of 3.27 accessible in terms of hybrid resources and services. 2. The level of usability for hybrid Resources and Services are both high with the weighted mean of 3.21. 3. The level of satisfaction of library users was high with an average weighted mean of 3.25., 4.There is a significant relationship between the level of accessibility and level of usability since the p value of 0.000 was lower than the level of significance at 0.01., 5. There is a significant relationship between the level of usability and satisfaction in the hybrid resources and services since the p value of 0.000 was lower than the level of significance at 0.01., 6.There is a significant relationship between the level of accessibility and satisfaction of the academic libraries in the province of Albay since the p value of 0.000 was lower than the level of significance at 0.01., 7. An action plan is designed to implicate in the result based on the findings of the study. The researcher has concluded after the result on the findings: 1. The library users are more often of accessing the hybrid resources than accessing its hybrid services. 2. The library users seldom utilize the hybrid services offered by the academic libraries. 3. Despite the low percentage in the accessibility and usability of hybrid resources, the library users still access and utilize both hybrid resources and services of academic libraries which lead to generate a highly satisfied level for satisfaction. 4. The higher the level of accessibility in academic libraries, the higher the level of usability of hybrid resources. 5. The higher level of accessibility of academic libraries, the higher level of usability of hybrid services. 6. The higher the level of accessibility and usability of the hybrid resources and services, the higher satisfaction will be rated from the library users. 7. An action plan is a tool in improving for the weak percentage on the hybrid library resources and services indicated for the accessibility and usability of users in the academic libraries of the Province of Albay

Accessibility, Usability and Satisfaction of Library Users in the Hybrid Resources and Services of Academic Libraries in the Province of Albay

Accessibility, Usability and Satisfaction of Library Users in the Hybrid Resources and Services of Academic Libraries in the Province of Albay

Perpustakaan Sebagai Pilar Merdeka Belajar-Kampus Merdeka: Telaah Kepuasan Pengguna Perpustakaan Perguruan Tinggi Dengan Structural Equation Modelling

<p>This study examines the impact of university library performance, service quality, and leadership support on user satisfaction at the Muhammadiyah University of North Sumatra. This study employs a sample of 380 students from nine faculties with data analysis techniques using SmartPLS. The study results prove that library performance, service quality, and leadership support significantly influence library user satisfaction. Service quality is an essential predictor of library user satisfaction. The leadership support becomes a quasi-moderation that strengthens library performance, service quality, and library user satisfaction. Consequently, users are satisfied with the services provided by the UMSU library and will help decision-makers to provide more support for library management in the future. The authenticity of this study provides knowledge about UMSU library's strategies in comprehensively using library performance indicators and service quality to increase user satisfaction and support the implementation of MBKM.</p>

Reference service user’ satisfaction at the Animal Husbandry Faculty Library, Universitas Padjadjaran

Reference services satisfaction assessment in libraries are one of the factors that determine the satisfaction of library users. Therefore, periodic improvement and development of reference services is required. This study was aimed to determine the extent of user satisfaction with reference services that have been implemented in the Library of the Faculty of Animal Husbandry, Universitas Padjadjaran. This study employed a quantitative descriptive approach based on survey to 132 respondents representing each academic year. The survey data were analyzed descriptively and presented in graphs. The questions in the survey cover four topics, namely the ease of borrowing and returning procedures, staff performance, reference information access, and library facilities. The results showed that respondents answered satisfied with a consistent level across the topics measured above. Even so, improvements are needed, especially in the aspect of library facilities, which are marked by responses with low scores. Service improvement in these four aspects can generally be focused on changing the paradigm from "library-centered" to "user-centered" by accommodating the expectations and desires of most users. In addition, after conducting training on access to reference collections, respondents answered that the training was considered very useful and was expected to be carried out periodically. In conclusion, users are satisfied with the reference service at the Faculty of Animal Husbandry Library, Universitas Padjadjaran. In addition, the training program on access to library collections has been successfully implemented and felt very useful by respondents and can be categorized as a service improvement activity.

Application of Librarian Profession Interpersonal Communication in Influencing Library Existence

Communication is important in determining the ideal quality of library services, especially interpersonal communication. Interpersonal communication in the library occurs between librarians and library users. Librarians must have interpersonal skills to create good communication and not offend others. This study aims to determine the effect of librarian interpersonal communication on the existence of the library. In this study the authors used qualitative methods. The data collection technique is by conducting a document review or literature review. The existence of an open attitude, an attitude of empathy and an attitude that prioritizes the satisfaction of library users becomes a reference for increasing the existence of the library. Therefore, a librarian is needed to be able to develop his skills in the field of interpersonal communication. Therefore, the librarian is a professional profession and must know the library knowledge in depth. Thus, through communication the librarian can change the image and improve the existence of the library.

Application of Kano Model in evaluating indoor environment qualities of university libraries

This paper explores the latent relationship between the Indoor Environment Qualities (IEQ) with the overall University library users’ satisfaction. The study was conducted on central libraries of five West Bengal state government aided universities situated in Kolkata. The study followed an exploratory research design and used questionnaire for data collection from 755 library users. Statistical analysis of responses revealed that the overall library user satisfaction cannot be predicted merely by IEQ parameters through linear regression model, even though strong and significant correlations exist between them. Consequently, the study has shown how effectively the Kano model of customer satisfaction can be applied to properly unveil the relationship. The assessment framework outlined and presented in this study can act as a foundation for librarians and future researchers in evaluating IEQs of Libraries.

How to measure service quality, customer satisfaction and loyalty of public library users: Application of library customer satisfaction index (LCSI) lite model

This study develops a simplified Library Customer Satisfaction Index (LCSI Lite) for public libraries. Using data collected from questionnaires administered at four public libraries in South Korea, structural equation modeling was used to measure the scores. The suggested model was confirmed to have good acceptable fit, and that three dimensions of service quality (library personnel, library resources and user services, and facilities and equipment) influenced loyalty via customer satisfaction. After successful factor analysis and reliability testing, three items for library personnel, four for library resources and user services, two for facilities and equipment, two for customer satisfaction, and two for loyalty were analyzed. Means of each item in service quality were over 3.77, and those in satisfaction and loyalty were over 4.00. Direct and indirect effects of the dimensions of service quality were analyzed, with the effect of satisfaction on loyalty. LCSI Lite scores for the libraries as a whole (73.90 out of 100) and for each library were calculated using suggested formula. Finally, research and managerial implications, some recommendations and suggestions for further research, limitations, and conclusions were presented.

Today’s factors of user satisfaction with library services and their quality

Library user satisfaction is traditionally related to meeting his/her information needs. For long, “user satisfaction” was considered to be a relative indicator as the libraries were established in adapted spaces in Azerbaijan. “The service management” concept put this problem on the agenda. Today, within the context of Azerbaijan economic development, the libraries and information organizations meet the world standards which makes the user satisfaction issue relevant. The authors examine the factors of user satisfaction and reveal strong and weak points of library and information activities in Azerbaijan. The study is based on SERVQUAL model. The Customer Satisfaction Index (CSI) was calculated and assessed according to Laykert-а scale of 1 to 7, and the threshold index. Based on the analysis findings, ergonomic environment, provision of new information, staff expertise and openness of managment innovations were identified as the key factors of user satisfaction and service quality. The authors emphasize the importance of international standards and exeprience exchange in the area under consideration and the need for new approaches, models and assessment methods.

User Information Needs and Reference Services Satisfaction at Selected Federal Universities Libraries in North-Eastern Nigeria

One of the most important criteria for assessing a library is the level of satisfaction its users express with the service they get. The extent to which the library is able to anticipate user needs and integrate such predictions into collection development is a crucial aspect in influencing the level of satisfaction users have with the library's service. As a general concept, "user satisfaction" refers to how satisfied users are with a service or product they have used; as a more specific term, "library user satisfaction," it is used to describe how happy library patrons are with the library's collection and services. The study used a descriptive survey technique with a sample size of 288 postgraduate students randomly selected from four different Federal Universities in Northeast Nigeria. The data was collected by closed-ended questionnaire, and the resulting psychometrics include a CRV=1 and r-coefficient of 0.83. Frequency counts and percentages, together with chi-square tests at the 0.05 significance level, were used to examine the data. The study established that graduate students asked reference librarians for the same types of information but were dissatisfied with the level of service they received from librarians at their respective institutions. The results reveal a linear correlation between all the factors; therefore, it stands to reason that the chosen universities have the same information needs and levels of user satisfaction.

University Library Services and Student Academic Performance

In many countries, university libraries are required to demonstrate quantitatively their value to their institutions. Consequently, many universities spend a large part of their institutional budgets on acquiring new library books, paying for high online journal subscription fees, and recruiting library staff. However, few studies have been conducted to evaluate the contribution of the university libraries to the students' success. Thus, this study, which applied a quantitative survey methodology to quantify the contribution of a Namibian university library to student academic performance, was conducted. The study determined the contribution of the university library services to students' academic performance. Additionally, the study established a relationship between students' library service satisfaction and academic performance. Analysis of library user satisfaction, student age, and gender were also examined.

Satisfaction and Consumption Emotions of Library Users at a Public University in Mexico: A Case Study

Abstract Consumption emotions are not always considered when satisfaction with library services is assessed. In this research, consumption emotions perceived by users of eight different libraries of a Mexican higher education institution are identified when using library services. Laros and Steenkamp. 2005. “Emotions in Consumer Behavior: A Hierarchical Approach.” Journal of Business Research 58: 1437–45. https://doi.org/10.1016/j.jbusres.2003.09.013 hierarchical scale was used to assess library users’ consumption emotions. The relationship between those emotions and the users’ satisfaction is then established and analyzed using both descriptive statistics analysis and an entropy-oriented machine learning approach. The first approach suggests that users feel more positive consumption emotions (contentment and happiness) than negative emotions (anger). The entropy analysis shows that the identified consumption emotions have a great prediction power over the satisfaction level that users will manifest. This research contributes to the issue of satisfaction assessment by including library users’ consumption emotions in Mexico.

THE IMPACT OF SERVICE QUALITY ON USER SATISFACTION: A CASE STUDY OF SELECTED PUBLIC LIBRARIES IN BANGLADESH

The objective of the study is to examine the impact of service quality dimensions on user satisfaction of the public library in Bangladesh. A structured questionnaire had been developed and distributed among 150 respondents who are taking public library services from Barisal and Patuakhali district. Random sampling method was applied to collect primary data. Several hypotheses have been extracted from the conceptual framework and are tested using multiple regression analysis. Findings of the study showed that service quality dimensions have a certain degree of relationship with public library user satisfaction. It is also shown that tangibles are the most dominant predictors among four (4) significant predictors which mostly lead to public library user satisfaction. Besides, results also show empathy, and the assurance dimension plays a significant role in user satisfaction. Therefore, these findings will beneficial for those who are solely responsible for public library management and can get an idea to improve the overall service quality of public libraries to provide a high degree of satisfaction. KEYWORDS: SERVQUAL, Tangibles, Responsiveness, Reliability, Assurance, Empathy, Satisfaction

Beyond Providing Information: An Analysis on the Perceived Service Quality, Satisfaction, and Loyalty of Public Library Customers

Abstract This study investigates the customers’ perceptions on three traditional dimensions of the perceived library service quality (library personnel; library resources and user services; and facilities and equipment), customer satisfaction, and customer loyalty of the public library users. Survey data using simplified questionnaires were analyzed which were collected from 1015 users of public libraries in 2015 and 2019 respectively in South Korea. The results show that they were generally satisfied with public library services and want to visit them again and/or recommend them to others based on the good perceptions on the public library service quality, because the means of each variable on a Likert 5-point scale was fairly high: customer satisfaction 3.85, customer loyalty 4.12, and perceived service quality 3.80 (library personnel 3.80, library resources and user services 3.81, and facilities and equipment 3.79). Each of three dimensions of perceived service quality had statistically significant positive impacts both on customer satisfaction and on the loyalty of the users, and that customer satisfaction had statistically significant positive impacts on customer loyalty. Different groups by gender, age, education, and occupation show the mean differences in customer loyalty. This article suggests research and managerial implications and limitations of the study.

Achieving university libraries user loyalty through user satisfaction: the role of service quality

ABSTRACT This study examines the influence of library service quality dimensions (i.e. service affect, information access, library as place, and personal control) on user satisfaction, as well as user satisfaction on user loyalty. Data were drawn from 349 library users from a public university library in Ghana. The hypothesized relationships were analyzed using structural equation modeling. The study revealed that with the exception of library as place all the service quality dimensions had a positive significant relationship with library user satisfaction. The study further established a positive significant relationship between user satisfaction and user loyalty. The practical implication is that the attainment of library user loyalty is possible when the management of libraries improve the level of user satisfaction with services. This study is one of the few on assessing library service quality, customer satisfaction, and user loyalty in a developing country context.

Assessing Information Needs of Final Year Diploma Students at Kitale Polytechnic Library, Trans-Nzoia County, Kenya

This study assessed information needs of final year diploma students and the aspects explored were the adequacy, relevance, access and challenges faced in the use of the information resources. The study was limited to Kitale polytechnic library and the focus was the information that students seek to satisfy their information needs. The theory adopted for this study was the Principle of Least Effort that was developed by George Kengsley and explored in a study of library use of graduate students by Zao Lang. The independent variable was information needs and library user satisfaction was the dependent variable. Access and use of information resources, information literacy level and staff skills and competencies were the intervening variables. A descriptive research design was adopted to describe the level of students’ information needs and use of the library. Qualitative method was used to collect textual data and quantitative method was used to collect numerical data. The target population of 426 library staff members and final year diploma students based on the polytechnic management records was purposively sampled for study. A sample size of 68 participants was selected for study. The main data collection tools were a structured questionnaire and an interview schedule which targeted students and key informants (library staff) respectively. A pilot study was conducted at Eldoret National Polytechnic. This involved four library staff members and four diploma students who were in their final year of study. Validity was sought by use of expert knowledge in the field of information science to ascertain accuracy of the research instruments and the split half method was used to achieve reliability of the instruments and information collected. The researcher used interview to collect data from the library staff and questionnaires were employed to collect data from the sampled students. Qualitative data was analyzed thematically while quantitative data was analyzed to generate percentages, frequency distribution tables and charts. The results established that majority of students need information for academic purposes while others use it for other information related requirements. The study also revealed that the library collection does not adequately cater for the information needs of students and it was further established that most of the library information resources are rarely relevant to students’ information needs. The study concludes that most polytechnics are not keen on issues related to limited resources, staffing and the quality of information resources and services which negatively affect students in the library. The study recommended that polytechnic policy developers should formulate library policies that are not only academically inclined but also aimed at promoting other information related purposes. The study also recommended that the Institutional management should increase library allocation of resources to ensure improved equipping of a balanced library collection that addresses the diverse information needs of students. The study further recommended that polytechnic library management should enhance its acquisition policy to help acquire information resources from publishers that are more relevant to students’ education and courses of study. The study should be useful to TVET department of the Ministry of Education in their quality assurance programs to formulate policies for polytechnics that maintain high standards of libraries and quality information services for students. The study further recommended that another study should be undertaken to explore more on the use of Wi-Fi in the provision of information services for polytechnic students; an area that deems necessary based on the studies that have been highlighted in this research.

ANALYSIS OF LIBRARY SATISFACTION SURVEY

Problem Statement: The author focuses on the problem of decreasing the number of Library Department of IPDN visitors in 2018. Purpose: This study is focused on answering how the satisfaction of IPDN library users. Method: The author collected data through a questionnaire distributed to 51 respondents in the Praja category. Results: The results showed that the dimensions of collection types, completeness of collections, book search on the shelves, time of visit and borrowing time for library collections needed improvement, while in the dimensions of collection search tools, easiness of library users to obtain information, attitude and behavior of librarians needed improvement. Conclusion: Library users were satisfied with the implementation of the library, especially in the dimensions of the attitude and behavior of librarians, search tools collection and ease of information search. The author suggests that IPDN Libraries need to survey the needs of the type of library collections that are needed by users, update written regulations relating to library service hours, increase lending time for library collections that can be borrowed and brought home, and set shelving schedules on a regular and regular basis.