Library User Satisfaction Research Articles

LibQual+® as a predictor of library success: Extracting new meaning through structured equation modeling

The LibQUAL+ instrument serves as an indicator of user satisfaction. While offering clear insights into user satisfaction levels, it lacks interpretability when seeking to judge overall library success. This study aims at adopting LibQUAL+ as a measurement tool to predict library users' intention to patronize the library more in future. A theoretical model is presented to measure the relationships among the three LibQUAL+ service dimensions and the overall library user satisfaction. We estimate the effects of the three service dimensions on two indicators of students' attitudes and beliefs (Overall Satisfaction and Perceived Academic Success) and, in turn, the effects of those two variables on students' anticipated library use. We tested the research model using structural equation modeling. Our study results reveal that the three dimensions, Library as Place, Affect of Service and Information Control have considerably different impact on Satisfaction and Perceived Academic Success. Similarly, the two mediating variables, Satisfaction and Perceived Academic Success, have different impact on the Intention to Use [the] Library More in future. Our work is meant to explain how an effective and widely used measurement tool can become more effective and informative through SEM analysis and to provide a broader model to predicting library success.

Application of Marketing Mix Elements to Improve Customer Satisfaction of Main Library, University of Colombo

This research study focuses on the application of marketing mix elements mainly Product, Price, Place and Promotion to improve user satisfaction of a library. Libraries need to adopt marketing mix strategies in order to retain existing users and to attract more users to the library. The main objective of this study was to identify which element among product, price, place and promotion mostly affect library user satisfaction. This study involved 364 library users who were selected using Stratified Random Sampling technique. The sample size was determined by using Krejcie & Morgan’s “table for determining sample size of a given population”. Self-Administrated Questionnaires were used for data collection from the sample. Data analysis and presentation were done using SPSS and Microsoft Excel 2013 software packages. The major objective of this study was tested using stepwise multiple regression analysis and the specific objectives were tested using Pearson Correlation Coefficient. The result depicts that, there is a positive linear correlation between these four variables and library user satisfaction. There is a strong positive relationship between Product & Promotion elements with the library user satisfaction, when compared with other two elements. The result indicates that Promotion element had a significant impact on library user satisfaction. Library can focus more on promotion element and consider more on effective promotion methods in order to improve library user satisfaction. Survey results indicate that, 26% of the users prefer receiving emails regarding library services mostly as a promotional method. 41% of the respondents have stated that, library does not use effective promotion methods. Library can interact with their users through social networking, especially via Facebook. And most importantly a good word of mouth regarding the library may increase the positive image of the library and it would result in gaining more users. This research study is significant since the library administration can identify and develop favourable marketing strategies to improve user satisfaction by considering the marketing mix elements; product, price, place and especially promotion.

PENGARUH KUALITAS PELAYANAN DAN FASILITAS TERHADAP KEPUASAN PENGGUNA PERPUSTAKAAN (DI POLITEKNIK NEGERI BATAM)

The library is a place that becomes a service provider that contains information. Independent variables in this study are service quality and facilities, the dependent variable is library user satisfaction. This study aims to study the quality of services and facilities for library user satisfaction. by using primary data and secondary data, data collection techniques by distributing questionnaires. The population in this study were students using the Business Administration (AB) library in 2018 in the last three months, namely July, August, September as many as 3208 people. The sample in this study amounted to 100 taken using probability sampling techniques with random sampling method. The results of the study stated that valid and reliable, normal, did not occur Multicollinearity and Heteroscedasticity. The results of the F Test show that the quality of service and facilities have a positive and significant effect on the satisfaction of library users. the results of the T Test show that the value of service quality has a positive and significant effect on user satisfaction. while facilities have a positive and significant effect on user satisfaction.

Peran mediasi customer-employee rapport pada pengaruh strategi emotional labor pustakawan terhadap kepuasan pelayanan pengguna perpustakaan

Introduction. Strategies of Deep Acting and Surface Acting using Emotional Labor in library services have been conducted. The study aims to examine the effect of Emotional Labor on library user satisfaction mediated by Customer-Employee Rapport.Method. There were 86 participants involved in this experimental study. They were undergraduate students in Makassar who were asked to watch the video related to library services by using Deep Acting or Surface Acting strategies.Data Analysis. Hypothesis were examined by using Hayes Process analysis to understand the mediation model.Results and Discussions. Emotional Labor strategy was found to have a relationship to customer satisfaction through Customer-Employee Rapport mediation. Emotional labor strategy was found to have directly affected customer satisfaction and Customer-Employee Rapport. The librarians applied Deep Acting strategy to enhance customer satisfaction and customer-employee rapport was found to be more effective compared to Surface Acting. The librarians’ emotional expression in deep acting enables them to transform the positive emotion between librarians and users, thus, it improves good relationships and customer satisfaction.Conclusion. The librarians’ emotional labor strategies effect on library user satisfaction with customer-employee rapport as the mediation variable. Future research should discuss another library experiment based on gender perspectives.

Using SEM-PLS to assess users satisfaction of library service quality: evidence from Malaysia

Purpose The purpose of this paper is to examine the impact of Libqual+™ dimension (affect of services, information control and Library as a place) on user satisfaction at Universiti Kebangsaan Malaysia (UKM). Design/methodology/approach Data were collected using a sample of 100 students and it was analyzed using SPSS and SmartPLS. The measurement model was analyzed using composite reliability, convergent and discriminate validity while the structural model was used to predict the relationships between variables. Findings The results indicated that services, information control and library as a place have a significant and positive impact on the overall satisfaction of library users, with affect of services being the most important predictor of library user satisfaction. Practical implications Overall, users are satisfied with the services provided by the UKM library. Results from this study will help librarians to make better decisions in providing effective services and fulfilling the library’s vision and mission. Originality/value The study provides insight into the UKM University how to use LibQual+™ dimension to improve user’s satisfaction.

Service Quality and Customer Satisfaction of the GPERI Library Users: An Analytical Study

Strengths, Weaknesses, Opportunities, and Threats (SWOT) analysis is one of the most widely used tools for strategic planning of any organization. It helps them to gain a better insight into their internal and external environment when making strategic plans and decisions. One of the best ways to use SWOT is to identify customer perception and their satisfaction towards the services and products they purchases. Companies and production houses are mostly practicing SWOT analysis however in today’s age of competition, academic institutions and libraries are also optimizing such management concepts. The present research emphasizes on customer satisfaction of the literary users including the staff/faculty and students of Gujarat Power Engineering and Research Institute. The study also describes the evaluation of users’ determination on the library collection, services, infrastructure, staff behavior and online tools.

The Analysis of Library Collection, Electronic Resources, and Librarian Services Quality on The Student’s Satisfaction

The studies on library user satisfaction have become a topic of recent debate. the aimed of this paper is to analyze the effects of library collection, e-resources, and librarian service quality towards student satisfaction in the sultanah bahiyah library of uum. a sample of 80 were employees based on probability sampling technique adopted. the data were obtained from the respondents using a questionnaire.the study used ibm spss statistics 24 application software foranalysis, descriptive analysis, reliability analysis, regression analysis, and hypothesis testing results using. the results and findings shown that the library collection, e-resources, and librarian service quality are significantly related to the student satisfaction in the sulthanah bahiyah library of uum. therefore, the result of this study found that the best services, physically and technically, provided by the sultanah bahiyah libraryhas been satisfying the customers, which are students of universiti utara malaysia generally, and especially the students who visit the library. hence, this paper recommended that sulthanah bahiyah library uum to improve their performance in order to meet the visitor’s satisfaction, especially in the area of quality of librarian services.the future researchers employ other factors besides of library collection, e-resources, and librarian service quality towards the student satisfaction.

The Relationship Between Emotional Intelligence of Librarians and Satisfaction of Library Users in the Libraries of the University of Guilan, Iran

The Relationship Between Emotional Intelligence of Librarians and Satisfaction of Library Users in the Libraries of the University of Guilan, Iran

Library Marketing and User Satisfaction in Higher Institution

Library marketing strategy is seen as the important activity that should be taken into consideration by the library to improve its image and visibility. To have effective library marketing to library users, it is essential for the library to offer high quality of product, price, place and promotion. This study presents a perception on library marketing (product, promotion, and staff) and its relationships with user satisfaction. Questionnaires were distributed to 183 random library users who are using the academic library services. The analyses were undertaken using SPSS. Descriptive findings showed moderate perceptions in three variables measured where the mean value was in the range 3.61 to 4.10 on a 5-point Likert. Besides that the results also indicates a positive and moderate relationship between staff, product, promotion, and user satisfaction. The finding of the study is useful for the library to realise that marketing strategies applied will contribute to the user satisfaction. Library should improve their marketing strategies to make them still relevant in this era.

Analysis of Environmental Friendly Library Based on the Satisfaction and Service Quality: study at Library “X”

One of the factor that influenced the development of science is the existence of the library, which in this case is the college libraries. Library, which is located in the college environment, aims to supply collections of literatures to support research activities as well as educational for students of the college. Conceptually, every library now starts to practice environmental principles. For example, “X” library as a central library claims to be an environmental friendly library for practicing environmental friendly management, but the X library has not inserted the satisfaction and service aspect to the users, including whether it is true that environmental friendly process is perceived by library users. Satisfaction can be seen from the comparison between expectations and reality of library users. This paper analyzes the level of library user satisfaction with library services in the campus area and the gap between expectations and reality felt by the library users. The result of the research shows that there is a disparity between the hope of library management, which is sustainable and environmentally friendly with the reality in the management of the library, so that it has not given satisfaction to the users yet. The gap value of satisfaction that has the biggest difference is in the library collection with the value of 1.57; while for the smallest gap value is in the same service to all students with a value of 0.67.

Kepuasan Pemustaka Terhadap Fasilitas Perpustakaan di Fakultas Psikologi Universitas Gadjah Mada

This study aims to determine the characteristics and level of user satisfaction on the facilities available at the library of the Faculty of Psychology UGM. This descriptive quantitative study, population are users of the library at the Faculty of Psychology of the period from August to October 2016 with a sample of 174 people. Methods of data collection using a questionnaire, to determine the characteristics and user satisfaction of the library facilities at the Faculty of Psychology. Characteristic variables include: gender, study program, as well as the number of semesters that are taken when shooting data. Variable library user satisfaction focused on the following five indicators: collection, services, information technology, human resources, and infrastructure. Measurement of each indicator by using univariate analysis. The results show that: (1) Characteristics of the higher percentage of women (79.88%) than men (20.12%), undergraduate student of the highest percentage (64.94%) among other courses, and most of them (53.44%) has been studied in the range 1-4 semester. (2) User satisfaction on the facilities available at the library of the Faculty of Psychology UGM grade average score of 74.38% is included in the category of very satisfactory.

User satisfaction and loyalty in a public library setting

We investigated how the relationships among service experience, perceived quality, and user satisfaction affect user loyalty in a public library context. The study framework was based on the Hotel Customer Satisfaction Index, with service experience assessed in place of the customer expectation construct. Participants were 339 library users who completed measures of service quality, service experience, satisfaction, and loyalty. Survey data were analyzed and we used regression analysis and mediation analysis to assess the reliability and validity of the newly developed measurement instrument. Results showed that service experience directly and positively influenced both user satisfaction and loyalty; however, the effect of service quality on satisfaction of library users was nonsignificant. The results can be applied to examine customer satisfaction with, and loyalty toward, nonprofit organizations, such as public libraries.

Information literacy skills as correlates of library user satisfaction among undergraduates in Nigeria

This paper examined information literacy skills as correlates of Library user satisfaction among undergraduates in selected university Libraries in Niger Delta Area of Nigeria. The study adopted a descriptive survey research design and used the stratified and simple random sampling techniques to determine the sample for the study. A total of two hundred questionnaires was administered for this study. The respondents for the study comprised of two hundred (200) undergraduates from selected universities in Niger Delta area of Nigeria. The analysis of the result was done using descriptive statistics. The study revealed that information literacy skills are needed for undergraduates to gain maximum satisfaction in the use of library resources.

Evaluating library service quality at the Aga Khan University library: Application of a total quality management approach

The purpose of this paper is to report on an investigation of the service quality of the Aga Khan University library in Kenya. The total quality management philosophy which forms the basis of this report has been demonstrated by the use of SERVQUAL, a user-based assessment tool, in the evaluation of service quality. The research was conducted among 123 Aga Khan University library users – nursing and medical faculty and nursing and medical students – with an aim to investigate the quality of its services based on the satisfaction of library users with the services and as expressed by and based on users’ expectations and perceptions. The data was gathered through the SERVQUAL structured questionnaire and a 63% response rate was realized. The findings generally established that the expectations of Aga Khan University library users are higher than their perceptions. The results also show that there are service quality gaps in a number of services offered by the library. This research is deemed important as there is lack of information showing libraries in Kenya having involved library users in service quality evaluation through the use of objective and user-based tools. Thus this paper may lead to libraries in Kenya embracing objective measurement tools for the evaluation of library service quality. It is hoped that this article will contribute to a better understanding of philosophies such as total quality management in an academic library environment in developing countries, users’ expectations and perceptions of quality.

Library Service Satisfaction of library users in Cendrawasih University Library Unit

This study aims to identify and analyze how much influence the quality of library services to the satisfaction of the library users at the University Library of Cenderawasih. Research method used in this study is the method of observation, interviews, questionnaires, and literature study using a Likert scale and sampling method used is Probability Sampling with Proportional stratified random sampling, which means sampling of members of the population at random and stratified proportional so that samples obtained 90 samples. The analytical method used is multiple linear regression method. The results showed that the quality of service which consists of tangible, reliability, responsiveness, assurance, empathy, and together have a positive influence. Service quality has a significant effect on satisfaction library users at the University Library of Cenderawasih. The variables that have a significant influence on satisfaction library users are tangibles, reliability and empathy. Responsiveness and assurance does not have a significant influence on satisfaction in the Library Unit Uncen library users. The most dominant variable is empathy.

Survei Peningkatan Mutu Berkelanjutan Melalui Pemantauan dan Pengukuran Kepuasan Pemustaka

Two keywords in implementing Quality Management System ISO 9001:2008 are customer satisfaction and continuous improvement. Both are important and always influence each other. In the practice of library service, user satisfaction becomes an essential aspect for the library to make a continuous improvement. This means when a library puts priority on user satisfaction, it will make continuous improvement. In other words, a continuous improvement will always be made when the library concentrates on achieving user satisfaction. This study is aimed at identifying the achievement level ofuser satisfaction reached at Sanata Dharma University Library (SD UL) in the period of 2008 to 2014 and to find out continuous improvement that has been made by SDUL, especially, the result analysis on monitoring and assessing user satisfaction. This study was a survey that used descriptive method. The result of the study showed the achievement level of monitoring and assessmentof user satisfaction at SDUL in the period of 2008 to 2014 reached maximum score, that is, 3.5 to 3.8 in the scale of I to 5. Observed from the user satisfaction analysis, continuous quality improvement conducted in SDUL covered three important fields, that is, information and information access facilities, library services, and infrastucture and work environment. Keywords: library user satisfaction, collection and information access, library services, infrastructure and work environment

Strategies to Improve the User Experience

ABSTRACTLibraries are increasingly embracing user experience (UX) and user-centered design principles to improve the satisfaction and success of library users. Electronic resources management can utilize such principles to better support users as they interact with the library's website and its electronic resources. In this column, four academic librarians discuss strategies libraries can employ to improve the user experience. These strategies include utilizing basic UX principles when designing sites and interfaces; analyzing quantitative data to inform the library on how such sites are being used; recruiting strategies for library user studies; and, finally, a call to move to a more unified user experience and to work more closely with vendors on improvements to help users succeed.

Reference Desk Service: Success or Failure?

At present, research related to library user satisfaction is a never ending journey. With this regard, this study seeks to assess the reference desk services and the users’ satisfaction level at Malaysian academic libraries. Twenty respondents from Perpustakaan Tun Abdul Razak Library (PTAR), Universiti Teknologi Mara (UiTM) Shah Alam and Perpustakaan Tunku Tun Aminah Library (PTTA), Universiti Tun Hussein Onn Malaysia Johor was involved in this study. The result revealed that students of both libraries expressed the needs of services rendered by the reference desk, in terms of the usage and importance of the reference desk. Specifically, UTHM students preferred and online information searching compared to UiTM students. This means that, libraries can provide specific services to students who underutilized the reference desk. Hence, this study is used to seek whether reference desk services are still relevant (success) or not (failure) when experiencing declining reference desk services from the students’ perspective. It is hoped that the findings of this study will be beneficial for increasing level of user satisfaction in order to retain reference desk services in the library.

Using LibQUAL+® to identify commonalities in customer satisfaction: the secret to success?

Purpose – What is the key to library user satisfaction? Can LibQUAL+® help in the quest for delivering a quality library service? The purpose of this paper is to present international research into library customer satisfaction as measured by the LibQUAL+® survey methodology. Commonalities of satisfaction and dissatisfaction have been identified which influence the customers overall view of the library. This knowledge can be used to further increase customer satisfaction through targeting these areas for service improvement. Design/methodology/approach – The LibQUAL+® results from SCONUL Libraries, Utrecht and Leiden Universities were analysed to explore the differences between customers who were very satisfied, and those who were very dissatisfied, with the service. Results from each of the three dimensions of service quality were reviewed separately. The survey results from respondents who had given a high satisfaction mean score to one of the three dimensions were analysed to assess if they had also given high satisfaction mean scores overall. This process was then repeated for those who had given low satisfaction mean scores. Findings – Respondents with high satisfaction mean scores in the Information Control dimension were discovered to have the largest positive scores for the overall average perceived scores, indicating they are the most satisfied customers. When reviewing the surveys with low satisfaction mean scores in the Affect of Service dimension it was discovered that these respondents also had the largest negative scores for the overall average perceived scores, indicating they are the most dissatisfied customers. The findings show that both information resources and customer service affects the overall opinion of the library service for all customer groups. Research limitations/implications – Good information resources has a positive effect on customers’ opinions of the library just as much as poor service from library staff has a detrimental effect. Any conclusions drawn from these findings should recognise that the research is limited to measuring service quality within the confines of the LibQUAL+® survey methodology. The research has not investigated the reasons for the commonality, nor do these averages say anything about the motivation for each individual respondent to give these scores in the survey. Practical implications – Statistical analyses confirm that these findings hold for every user group. Therefore, for the library manager seeking to deliver a quality library service it will be important to take both of these factors into account and deliver information not only in a professional, but also in a helpful manner. Originality/value – Although based on previous research, the extension of the analysis from an institutional level to an international consortia level strengthens the initial research conclusions. The findings, implications, and conclusions are valuable to library managers seeking to improve the customer perceptions of their library service, providing evidence of factors that influence customers’ opinions.

Risk Assessment in Securing Radio Frequency Identification (RFID) Systems: a Case Study on Petra Christian University Library

Each library collection has an identification number which is unique number for each book. Identification numbers are used in searching process, and library’s circulation. Identification number is presented by barcode, and will be coupled with RFID, in order to facilitate collection information searching service, collection circulation service, and as a function of the collection security. The current barcode system problem lacks security features, the process of collection finding is very difficult, and the circulation process takes more time. This problem can result in losses of the library assets, and reduce library user satisfaction. Therefore, Petra Christian University Library plans to implement the RFID system as the solution of collection security. The RFID implementation process requires an analysis to be done to assess the risk factors that affect the library’s business processes and provide a response to those risks. This paper discusses the risk assessments for the RFID system to be implemented in the library. Risk assessments are based on the NIST SP800-98 standard Guidelines for Securing Radio Frequency Identification (RFID) System and NIST SP800-30 Guide for Conducting Risk Assessments. Risk factors are categorized into two, namely business process risk and risk intelligence process. The results show most of the risk factors are related to the server system.