Effects Of Service Quality On User Satisfaction As Mediated By Information Literacy Skills

Eugyne Rei R Fiedacan; Samuel Jr. II D  Barnedo; Abegail B Garcia; Irish G Tolero; NAICY SANIDAD; Edwin A Balila; Jolly S Balila; Alva M Albay; Precious R Tayaben

Authors

Eugyne Rei R Fiedacan Adventist University of the Philippines
Samuel Jr. II D Barnedo Universitas Advent Indonesia
Abegail B Garcia Adventist University of the Philippines
Irish G Tolero Adventist University of the Philippines
NAICY SANIDAD ADVENTIST UNIVERSITY OF THE PHILIPPINES
Edwin A Balila Adventist University of the Philippines
Jolly S Balila Adventist University of the Philippines
Alva M Albay Adventist University of the Philippines
Precious R Tayaben Adventist University of the Philippines

Keywords:

service quality, user satisfaction, information literacy, library services

Abstract

Libraries play a crucial role in the dissemination of information, yet they face increasing challenges from changing user expectations and rapid technological advancements. This research investigates how library service quality influences user satisfaction, with a particular focus on the role of information literacy skills at a private university in the Philippines. Employing SERVQUAL and Big6 frameworks, a quantitative methodology was used, incorporating descriptive-correlation and mediation research designs. The study involved undergraduate students, with a sample of 138 participants selected through purposive sampling and data collected via questionnaires. Results indicate a strong perception of library service quality across key dimensions, including Resources, Competency, Responsiveness, Demeanor, and Tangibles. Specifically, Tangibles, Responsiveness, and Resources were identified as significant factors influencing user satisfaction. Additionally, the research revealed important correlations among library service quality, information literacy skills, and user satisfaction. The study found out that higher levels of information literacy skills among users are associated with greater user satisfaction regarding library services. This study recommends continuous evaluation and improvement of library services, with a focus on enhancing Tangibles, Resources, and Responsiveness, while promoting information literacy education initiatives.

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