The Influence of LibQUAL+ Service Quality Factors on Customer Satisfaction with University Library: Science and Arts Students’ Perspectives

Abstract

This study aims to determine the influence of LibQUAL+ service quality factors (affect of service, information control, and library as place) on customer satisfaction with the university library. Questionnaires developed based on LibQUAL+ were distributed to university students using the convenience sampling technique in July 2023. 373 valid responses obtained were analyzed using multiple linear regression analysis. The findings indicate that the regression model explains 69.5% of the total variance in customer satisfaction. Moreover, affect of service, information control, and library as place significantly influence customer satisfaction. Therefore, this study confirms that library customers’ satisfaction is subject to the quality of library services, particularly in terms of the library environment, followed by the easiness of retrieving information and staff competency. This study intends to confirm how widely used LibQUAL+ service quality factors could provide insights to guide universities toward more promising outcomes in enhancing customer satisfaction.