User satisfaction in a university library: testing the mediating role of staff behavior

Abstract

Purpose This study investigates user satisfaction with library services and staff behavior at the University Library in Bangladesh, focusing on how staff behavior mediates the relationship between library services, resources and overall user satisfaction. Design/methodology/approach The research adopts a quantitative survey method, collecting data from library users through a structured questionnaire. The survey evaluates user satisfaction with the library’s collections, facilities, environment, services, marketing strategies and staff behavior. Findings The majority of users expressed satisfaction with the library’s physical collections, reference and circulation services, library catalog and staff competence and attitude. Marketing strategies and the overall quality of library services received positive ratings, with users giving an average satisfaction score of 7 out of 10. However, users raised concerns regarding the library’s seating capacity, internet access and printing and photocopying services. The findings also indicate that staff behavior and skills significantly mediate user satisfaction by influencing perceptions of library resources, environment and services. Practical implications To improve user satisfaction, the study recommends enhancing the library’s academic and research collections, upgrading internet speed with Wi-Fi access, and addressing infrastructure-related issues such as seating and printing facilities. The findings emphasize the need for regular staff training to ensure effective interaction with users and optimal service delivery. Originality/value This study contributes to the literature by identifying the mediating role of staff behavior in enhancing user satisfaction in academic libraries. The findings provide practical recommendations for improving library services and ensuring user satisfaction, particularly in resource-constrained environments like the university