Assessing User Satisfaction and Service Quality in Public Digital Libraries

Thesis Abstract

The rapid proliferation of digital technologies has transformed public library services, making digital access a critical component of community information infrastructure. Despite this technological shift, many public digital libraries struggle to consistently deliver satisfactory user experiences, which undermines their role in fostering information literacy and community engagement. This study aims to assess user satisfaction and service quality in public digital libraries by identifying the key factors influencing user perceptions and experiences, with a focus on developing actionable strategies for service improvement. The specific objectives include (1) measuring users' overall satisfaction levels with digital library services; (2) evaluating the dimensions of service quality perceived by users; (3) exploring the relationship between service quality dimensions and user satisfaction; (4) identifying demographic and behavioural factors affecting satisfaction; and (5) providing recommendations for enhancing service delivery in public digital libraries. The research adopts a descriptive cross-sectional survey design, enabling the collection of quantitative data to ascertain current levels of user satisfaction and service quality perceptions. The theoretical underpinning is grounded in the SERVQUAL model, which assesses service quality across five dimensions tangibility, reliability, responsiveness, assurance, and empathy. Additionally, the Expectancy Disconfirmation Theory provides a lens for understanding how user expectations influence satisfaction outcomes. The population comprises active users of public digital libraries within a metropolitan area, numbering approximately 50,000 registered users. A stratified random sampling technique was employed to select a representative sample of 384 users, ensuring proportional representation across age, gender, education level, and frequency of use. Data collection was executed through structured questionnaires containing validated scales adapted from prior studies, with sections covering service quality perceptions, overall satisfaction, and demographic information. To enrich quantitative insights, key informant interviews were conducted with ten library managers to triangulate user data and contextualize service delivery challenges. Data analysis involved descriptive statistics to profile respondents, followed by inferential tests including multiple regression analysis to examine the influence of service quality dimensions on satisfaction. Confirmatory factor analysis (CFA) was used to validate the measurement model of service quality. Reliability of the instruments was confirmed through Cronbach’s alpha coefficients exceeding 0.80, and validity was established via content and construct validation procedures. Hypotheses posited that higher perceived service quality positively correlates with increased user satisfaction, and that specific demographic factors moderate these relationships. Expected findings suggest that responsiveness and reliability are the most significant predictors of satisfaction, while tangibility and empathy hold moderate influence. The study anticipates discovering meaningful variations in satisfaction levels based on demographic variables, particularly age and frequency of use. These insights will contribute to the growing body of knowledge on digital library service quality assessment, particularly within the context of public institutions striving for user-centric innovation. The study’s main conclusion emphasizes the critical role of reliable, responsive, and user-focused digital services in enhancing satisfaction and adoption of public digital libraries. It recommends tailored strategies for service improvement such as investing in user training, reducing system downtime, and personalizing user interactions. Furthermore, the research underscores the need for continuous feedback mechanisms and regular service quality audits to sustain high levels of user satisfaction. It advocates for policy adjustments at the municipal level to allocate resources more efficiently toward service quality initiatives, thereby ensuring that public digital library services effectively meet evolving user needs and expectations. Future research could explore longitudinal effects of service quality enhancements and the impact of emerging digital literacy programs on user satisfaction.