Assessment of Library Service Quality at a Private Higher Education Institution

Abstract

This mixed-methods study examines library services at a private higher education institution using a quantitative survey and students' qualitative remarks. The Philippine education system relies on evaluation to improve student performance, satisfaction, and services to meet academic needs. The quantitative phase uses stratified random sampling (n=391) and a customized version of LibQUAL+ to measure five service characteristics (Physical, Services, Collections, Selection, and Staff). The qualitative stage identified users' challenges and suggestions through open-ended questions and topic analysis. Participants generally rated the library staff (M=4.14) and physical characteristics (M=4.15) positively. Internet access and replacing worn materials were the lowest-rated (M = 3.92). Qualitative findings revealed service gaps in limited/outdated resources, noise, and staff approachability (demeanor and empathy). Significant differences in service impression by year level were found (p < .001), with fourth-year students holding the least favorable views across all parameters. Strengths of the library include the expertise of core staff and physical accessibility. It must address inadequacies in resource currency, IT infrastructure, and noise management services. According to the study, a year-level and gender-focused service strategy is needed. Institutional technology modernization investments should focus on error management, user understanding, and technology upgrading. Staff training should include required user-centered training to close the affective rapport gap.