Explaining user satisfaction with academic libraries: strategic implications

Abstract

This is an Open Access Article. It is published by College & Research Libraries (C&RL) is the official scholarly research journal and the definite version is available at: http://doi.org/10.5860/crl.59.2.156 The Journal's Retrieved from http://crl.acrl.org/content/59/2/156Competitive pressures, information availability, rising costs, and an increasingly aware and selective student population mandate that academic libraries become more user focused. This calls for a better understanding of the specific needs of library users in order to provide the appropriate type and level of service that meets those needs. This study proposes and tests a five-factor model to explain user satisfaction with academic libraries. Students availing the services of three academic libraries in Erie, Pennsylvania, were surveyed over a period of three semesters. The model explained 64 percent of the variation in the dependent variable. Strategic implications of the proposed model are discussed.Publishe