Beyond bookshelves: Measuring Library Service Quality and User Satisfaction at Quezon City University
DOI:
https://doi.org/10.64807/zwfq9365Abstract
This study investigates how students and faculty perceive the quality of library services and their overall satisfaction with the QCU Library. Using a descriptive-quantitative approach, data were gathered from 627 respondents through a structured survey based on the LibQUAL+ framework, which assesses three key dimensions of service quality: Affect of Service, Information Control, and Library as Place. Results show that most users visit the library daily, mainly to borrow materials, study, conduct research, and engage in collaborative activities or library programs. Respondents reported high satisfaction across all dimensions, highlighting the staff’s approachability and responsiveness, the accessibility and relevance of both print and digital resources, and the comfort and functionality of the library’s physical environment. These findings suggest that the QCU Library effectively supports academic work while providing a collaborative and engaging learning space. The study emphasizes the value of continuous evaluation and the use of Key Performance Indicators (KPIs) to maintain and improve service quality, ensuring that the library remains responsive to the evolving needs of its users. Recommendations include sustaining a user-centered environment, expanding digital access, and systematically monitoring service performance to strengthen the library’s role as a dynamic academic hub.
Keywords:
LibQUAL+ framework, user satisfaction, academic library, information control, library as a placeReferences
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