University students' satisfaction with library services and resources using the Kano model

Abstract

Student satisfaction is essential for developing an engaging and active library environment that promotes usage and shapes a favorable view of the institution. This study uses the Kano Model to investigate university students' satisfaction with library services and resources, focusing on basic, performance, and excitement dimensions. The goal is to enhance understanding of user satisfaction in academic libraries. The study surveyed 300 university students randomly selected from four State Universities and Colleges (SUCs) in the Philippines using a researcher-created survey tool. The results showed that students were generally satisfied with the basic aspects of library services and resources. However, they expressed neutral satisfaction with performance aspects and dissatisfaction with library resources. Similarly, satisfaction with the excitement aspects of library services was neutral, but there was dissatisfaction with the excitement aspects of library resources. These findings provide valuable insights into the complex dimensions of university students' satisfaction with library services and resources, helping institutions improve the quality of their educational library services.