The impact of library resources, system, and service quality on user satisfaction and continuance intention: a case study of the Vietnamese-German University Library

Abstract

Academic libraries play a vital role in supporting education and research by providing access to quality resources and services. However, ensuring that library services effectively meet user needs remains a challenge. At the Vietnamese-German University (VGU) Library, several issues have been identified, particularly regarding library resources quality, information system quality, and service quality, which impact user satisfaction and their intention to continue using the library. Through a comprehensive study, this research investigated these issues by reviewing relevant literature on library service evaluation and applying validated measurement scales. A mixed-methods approach was used, combining semistructured interviews with students and staff to explore key concerns and a large-scale survey to assess perceptions of library services. A total of 306 valid responses were collected and analyzed using SmartPLS 4.0. The result shows that library resource quality, information system quality, and library service (including library as place and staff performance) have a positive effect on user satisfaction as well as a strong relationship exists between user satisfaction and the intention to continue using the library both physically and electronically. As a result, five key solutions were proposed to improve library resources, information systems, space, and staff performance at VGU Library. For each solution, the study outlined the rationale, objectives, implementation process, estimated budget, and feasibility analysis to ensure their practicality. Firstly, implementing IoT technology to optimize library spaces and enhance user experience. Secondly, expanding library resources by purchasing additional magazines, books, and subscribing to academic databases, as well as strengthening interlibrary collaborations. Moreover, developing a mobile application for easier access to library services, and installing multi-purpose touch screens to streamline information retrieval, encourage users to provide quick feedback on library services. Lastly, enhancing staff training to improve user engagement and support. Despite the contributions of this study, there are some limitations. First, the survey responses were mainly collected from current library users, which may not provide a complete picture of the perspectives of those who do not use the library regularly. Additionally, due to time constraints, this research did not conduct a longterm evaluation of the proposed solutions to measure their effectiveness after implementation. Therefore, future studies should involve a broader range of participants and conduct follow-up assessments to ensure that the recommended improvements effectively address user needs while aligning with the available resources. By addressing these challenges, the VGU Library can enhance its resource accessibility, system efficiency, and service quality, ultimately creating a more userfriendly and engaging learning environment for students, faculty, and staff.