Evaluating library service quality and its influence on user satisfaction: a LibQUAL study in Serbia

Jelena Rodić; Vesna Rodić Lukić

doi:10.71159/bizinfo260018R

Authors

Jelena Rodić Subotica City Library, Serbia
Vesna Rodić Lukić University of Novi Sad, Faculty of Education in Sombor, Serbia

DOI:

https://doi.org/10.71159/bizinfo260018R

Keywords:

service quality, user satisfaction, LibQUAL, libraries, regression analysis

Abstract

This study explores the relationship between the perceived quality of library services and user satisfaction in Serbian libraries, using the LibQUAL model. By analyzing adequacy and superiority gaps in three dimensions of service quality: Affect of Service, Information Control, and Library as Place, the study determines whether users' expectations are merely met or ideally fulfilled. A descriptive and regression analysis was applied to a sample of 281 users. The results indicate that all dimensions meet users’ minimum expectations, while ideal expectations remain unmet, especially regarding Information Control. The regression model confirms that Affect of Service and Library as Place significantly affect user satisfaction, while Information Control has no statistically significant effect. The findings support previous research and highlight specific areas for improving library services, with implications for librarians’ professional practice and future research.

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Author Biography

Jelena Rodić, Subotica City Library, Serbia

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