Multivariate modeling to assess user satisfaction in university libraries

• Lidia Janeth Llacsa-Puma https://orcid.org/0000-0002-5682-6974
• Manuel Iván Tostado-Ramírez https://orcid.org/0009-0004-3449-4181
• Isaura Vanessa Peña-Vélez https://orcid.org/0000-0003-4075-7537
• Ángel Ramón Sabando-García https://orcid.org/0000-0001-5438-9590

DOI: https://doi.org/10.31876/rcs.v31i2.43761

Palabras clave: University libraries, user satisfaction, multivariate modeling, library management, service quality

Resumen

University libraries face challenges in the digital age to meet the evolving expectations of users. Although there are studies on user satisfaction, few have applied a multivariate model to examine how various variables interact to affect this satisfaction. The purpose of the study was to evaluate the level of user satisfaction at the Pontificia Universidad Católica del Ecuador, using a multivariate model. A quantitative, correlational, comparative approach with a cross-sectional design was employed. The sample included 365 individuals, among students and professionals. A measurement instrument, reviewed by experts, was used and the application was conducted virtually. Analyses were carried out using SPSS and AMOS, applying reliability analysis, principal components, and structural equations. The results showed high satisfaction coefficients in all the evaluated dimensions, highlighting the importance of specialized staff, up-to-date bibliographic resources, adequate infrastructure, and a robust computer system in the perception of service. It is concluded that the multivariate model was effective in assessing and improving user satisfaction, highlighting that the library services offered by the university are considered excellent by both students and teachers and defining key areas for future interventions.

Citas

Abdullahi, A. M., & Owolabi, R. O. (2022). Influence of professional competence on users satisfaction of colleges of education libraries in Lagos State, Nigeria. Journal of Information and Knowledge Management, 12(2), 126-136. https://doi.org/10.4314/iijikm.v12i2.10

Adekoya, C. O. (2023). Library funding and sustainable development of higher education. The International Information & Library Review, 55(4), 317-328. https://doi.org/10.1080/10572317.2023.2167053

Adigun, G. O., & Tella, A. (2021). User Education and Information Literacy Instruction as Determinant of Use and Satisfaction with Library and Information Support Services at National Open University Nigeria (NOUN). Journal of Library & Information Services in Distance Learning, 15(2), 99-128. https://doi.org/10.1080/1533290X.2021.1896621

Alsabawy, A. Y., Cater-Steel, A., & Soar, J. (2013). IT infrastructure services as a requirement for e-learning system success. Computers & Education, 69, 431-451. https://doi.org/10.1016/j.compedu.2013.07.035

Andrade, C. (2003). Satisfacción de los usuarios de las Unidades Sectoriales de Información de la Universidad del Zulia (LUZ). Revista de Ciencias Sociales (Ve), IX(3), 509-515. https://produccioncientificaluz.org/index.php/rcs/article/view/25228

Angamarca, G. R., Díaz, Y., & Martínez, C. C. (2020). Calidad percibida por los clientes de los hoteles de la provincia Los Ríos, Ecuador. Revista de Ciencias Sociales (Ve), XXVI(4), 380-393. https://doi.org/10.31876/rcs.v26i4.34669

Ashaye, O. R., & Irani, Z. (2019). The role of stakeholders in the effective use of e-government resources in public services. International Journal of Information Management, 49, 253-270. https://doi.org/10.1016/j.ijinfomgt.2019.05.016

Asim, M., Arif, M., & Rafiq, M. (2022). Applications of internet of things in university libraries of Pakistan: An empirical investigation. The Journal of Academic Librarianship, 48(6), 102613. https://doi.org/10.1016/j.acalib.2022.102613

Aslam, M. (2022). Changing behavior of academic libraries and role of library professionals. Information Discovery and Delivery, 50(1), 54-63. https://doi.org/10.1108/IDD-05-2020-0048

Bandyopadhyay, A., & Boyd-Byrnes, M. K. (2016). Is the need for mediated reference service in academic libraries fading away in the digital environment? Reference Services Review, 44(4), 596-626. https://doi.org/10.1108/RSR-02-2016-0012

Bawden, D. (2001). Information and digital literacies: A review of concepts. Journal of Documentation, 57(2), 218-259. https://doi.org/10.1108/EUM0000000007083

Cobblah, M.-A., & Van der Walt, T. (2017). Staff training and development programmes and work performance in the university libraries in Ghana. Information Development, 33(4), 375-392. https://doi.org/10.1177/0266666916665234

Dochy, F., Gijbels, D., Segers, M., & Van den Bossche, P. (2021). Theories of workplace learning in changing times. Routledge. https://doi.org/10.4324/9781003187790

Durana, P., Kral, P., Stehel, V., Lazaroiu, G., & Sroka, W. (2019). Quality culture of manufacturing enterprises: A possible way to adaptation to Industry 4.0. Social Sciences, 8(4), 124. https://doi.org/10.3390/socsci8040124

Ellis, C., Johnson, F., & Rowley, J. (2017). Promoting information literacy: Perspectives from UK universities. Library Hi Tech, 35(1), 53-70. https://doi.org/10.1108/LHT-10-2016-0118

Galyani, G., & Moballeghi, M. (2008). Total quality management in library and information sectors. The Electronic Library, 26(6), 912–922. https://doi.org/10.1108/02640470810921664

Habibi, A., Yaakob, M. F. M., & Sofwan, M. (2022). Student use of digital libraries during COVID-19: Structural equation modelling in Indonesian and Malaysian contexts. The Electronic Library, 40(4), 472-485. https://doi.org/10.1108/EL-12-2021-0212

Halpin, E., Rankin, C., Chapman, E. L., & Walker, C. (2015). Measuring the value of public libraries in the digital age: What the power people need to know. Journal of Librarianship and Information Science, 47(1), 30-42. https://doi.org/10.1177/0961000613497746

Hamad, F., Al-Fadel, M., & Fakhouri, H. (2023). The provision of smart service at academic libraries and associated challenges. Journal of Librarianship and Information Science, 55(4), 960-971. https://doi.org/10.1177/09610006221114173

Hamadamin, H. H., & Atan, T. (2019). The impact of strategic human resource management practices on competitive advantage sustainability: The mediation of human capital development and employee commitment. Sustainability, 11(20), 5782. https://doi.org/10.3390/su11205782

Henss, L., & Pinquart, M. (2023). Expectations do not need to be accurate to be maintained: Valence and need for cognitive closure predict expectation update vs. persistence. Frontiers in Psychology, 14, 1127328. https://doi.org/10.3389/fpsyg.2023.1127328

Hong, W., Thong, J. Y. L., Wong, W.-M., & Tam, K.-Y. (2002). Determinants of user acceptance of digital libraries: An empirical examination of individual differences and system characteristics. Journal of Management Information Systems, 18(3), 97-124. https://doi.org/10.1080/07421222.2002.11045692

Hou, H., Lan, H., Lin, M., & Xu, P. (2024). Investigating library users’ perceived indoor environmental quality: SEM-Logit analysis study in a university library. Journal of Building Engineering, 93, 109805. https://doi.org/10.1016/j.jobe.2024.109805

Iqbal, M., & Rafiq, M. (2023). Psychometric analysis of Integrated Digital Library User Success (IDLUS) Scale in academic digital library environment. Global Knowledge, Memory and Communication, 73(8/9), 1081-1102. https://doi.org/10.1108/GKMC-06-2022-0127

Jayamma, K. V., Mahesh, G. T., & Kotur, M. (2023). Role of libraries in implementing the new education policy 2020 in Higher Education in India. Asian Journal of Information Science and Technology, 13(2), 66-71. https://doi.org/10.51983/ajist-2023.13.2.3748

Kato, A., Kisangiri, M., & Kaijage, S. (2021). A review development of digital library resources at university level. Education Research International, 2021, 8883483. https://doi.org/10.1155/2021/8883483

Ketheeswaren, S. (2025). Infrastructure limitations in school libraries: Case study of the ‘Thenmarachchi’ Education Zone, Sri Lanka. The International Information & Library Review, 57(1), 51-63. https://doi.org/10.1080/10572317.2024.2420575

Kettinger, W. J., & Lee, C. C. (1994). Perceived service quality and user satisfaction with the information services function. Decision Sciences, 25(5–6), 737-766. https://doi.org/10.1111/j.1540-5915.1994.tb01868.x

Khan, A. U., Rafi, M., Zhang, Z., & Khan, A. (2023). Determining the impact of technological modernization and management capabilities on user satisfaction and trust in library services. Global Knowledge, Memory and Communication, 72(6/7), 593-611. https://doi.org/10.1108/GKMC-06-2021-0095

Khan, A. U., Zhang, Z., Chohan, S. R., & Rafique, W. (2022). Factors fostering the success of IoT services in academic libraries: A study built to enhance the library performance. Library Hi Tech, 40(6), 1976-1995. https://doi.org/10.1108/LHT-06-2021-0179

Lima, I., Cândido, J., & D’Amorim, M. (2020). Practical detection of CMS plugin conflicts in large plugin sets. Information and Software Technology, 118, 106212. https://doi.org/10.1016/j.infsof.2019.106212

Manoharan, G., Ashtikar, S. P., & Nivedha, M. (2024). Integrating Artificial Intelligence in library management: An emerging trend. In K. Senthilkumar (Ed.), AI-Assisted Library Reconstruction (pp. 144-157). IGI Global Scientific Publishing. https://doi.org/10.4018/979-8-3693-2782-1.ch008

Martzoukou, K. (2021). Academic libraries in COVID-19: A renewed mission for digital literacy. Library Management, 42(4/5), 266-276. https://doi.org/10.1108/LM-09-2020-0131

Mathew, R. M., & Raju, S. (1981). Library Resource Allocation. Library Management, 2(3), 2-40. https://doi.org/10.1108/eb054857

Meesad, P., & Mingkhwan, A. (2024). Libraries in Transformation: Navigating to AI-Powered Libraries. Springer. https://doi.org/10.1007/978-3-031-69216-1

Morillo, M. C., & Morillo, M. D. C. (2016). Satisfacción del usuario y calidad del servicio en alojamientos turísticos del estado Mérida, Venezuela. Revista de Ciencias Sociales (Ve), XXII(2), 111-131. https://produccioncientificaluz.org/index.php/rcs/article/view/24863

Mugo, G. W., & Mathu, M. (2021). Assessment of customer service provision for enhanced user satisfaction in academic libraries: A case study of St Paul’s University Library, Kiambu County, Kenya. International Journal of Current Aspects, 5(1), 20-34. https://doi.org/10.35942/ijcab.v5i1.155

Ndhlovu, P. (2018). The state of preparedness for digital curation and preservation: A case study of a developing country academic library. IASSIST Quarterly, 42(3), 1-22. https://doi.org/10.29173/iq929

Nhamo, G., & Malan, M. (2021). Role of libraries in promoting the SDGs: A focus on the University of South Africa. In G. Nhamo, M. Togo, & K. Dube (Eds.), Sustainable Development Goals for Society (Vol. 1; pp. 137-153). Springer. https://doi.org/10.1007/978-3-030-70948-8_10

Ojennus, P., & Watts, K. A. (2017). User preferences and library space at Whitworth University Library. Journal of Librarianship and Information Science, 49(3), 320-334. https://doi.org/10.1177/0961000615592947

Onunka, O., Onunka, T., Fawole, A. A., Adeleke, I. J., & Daraojimba, C. (2023). Library and information services in the digital age: Opportunities and challenges. Acta Informatica Malaysia, 7(2), 113-121. https://doi.org/10.26480/aim.02.2023.113.121

Pickton, M. (2016). Facilitating a research culture in an academic library: top down and bottom up approaches. New Library World, 117(1/2), 105-127. https://doi.org/10.1108/NLW-10-2015-0075

Rafi, M., JianMing, Z., & Ahmad, K. (2020). Digital resources integration under the knowledge management model: An analysis based on the structural equation model. Information Discovery and Delivery, 48(4), 237-253. https://doi.org/10.1108/IDD-12-2019-0087

Rahman, M. H., Mohammed, A. B., & Bin, M. Z. H. (2024). Reasons for resistance to technology adoption in university libraries in Bangladesh. Information Development. https://doi.org/10.1177/02666669241294249

Seal, R. A. (2015). Library spaces in the 21st century. Library Management, 36(8/9), 558-569. https://doi.org/10.1108/LM-11-2014-0136

Silva, R., Julca, F., Luján-Vera, P. E., & Trelles, L. R. (2021). Calidad del servicio y su relación con la satisfacción del cliente: Empresas turísticas de Canchaque-Perú. Revista de Ciencias Sociales (Ve), XXVII(E-3), 193-203. https://doi.org/10.31876/rcs.v27i.36502

Skyrme, D. (2001). Capitalizing on Knowledge. Routledge. https://doi.org/10.4324/9780080500683

Tait, E., Martzoukou, K., & Reid, P. (2016). Libraries for the future: The role of IT utilities in the transformation of academic libraries. Palgrave Communications, 2(1), 16070. https://doi.org/10.1057/palcomms.2016.70

Tristán, A., & Pedraza, N. Y. (2017). La Objetividad en las Pruebas Estandarizadas. Revista Iberoamericana de Evaluación Educativa, 10(1), 11-31. https://doi.org/10.15366/riee2017.10.1.001

Uluskan, M. (2023). Structural equation modelling – artificial neural network based hybrid approach for assessing quality of university cafeteria services. The TQM Journal, 35(4), 1048-1071. https://doi.org/10.1108/TQM-01-2022-0001

Verdegem, P., & Verleye, G. (2009). User-centered E-Government in practice: A comprehensive model for measuring user satisfaction. Government Information Quarterly, 26(3), 487-497. https://doi.org/10.1016/j.giq.2009.03.005

Von Bertalanffy, L. (1972). The history and status of general systems theory. Academy of Management Journal, 15(4), 407-426. https://journals.aom.org/doi/abs/10.5465/255139

Wang, D., Zhong, D., & Li, L. (2022). A comprehensive study of the role of cloud computing on the information technology infrastructure library (ITIL) processes. Library Hi Tech, 40(6), 1954-1975. https://doi.org/10.1108/LHT-01-2021-0031

Wójcik, M. (2019). How to design innovative information services at the library? Library Hi Tech, 37(2), 138-154. https://doi.org/10.1108/LHT-07-2018-0094

Zhang, Z. (2019). The effect of library indoor environments on occupant satisfaction and performance in Chinese universities using SEMs. Building and Environment, 150, 322-329. https://doi.org/10.1016/j.buildenv.2019.01.018