STUDENTS’ PERCEPTIONS OF LIBRARY SERVICES IN ACHIEVING TOTAL CUSTOMER SATISFACTION

Abstract

This study used a descriptive research design to assess the quality of service at the Central Mindanao University Office of the Library Services and its college reading rooms. The respondents were library users, including students, faculty, staff, alumni, and visitors, who participated through a complete enumeration or census sampling procedure from August to October 2024. A two-part questionnaire, adapted from the SERVQUAL model, was used to gather data. The first part collected demographic information (age, gender, category, and frequency of visits), while the second part measured the respondents' assessment of service quality across nine dimensions: competence, responsiveness, accessibility, communication, courtesy, credibility, reliability, security, and tangibility.

Descriptive statistics, including frequency, mean, standard deviation, and percentage, were used for data analysis. The findings showed that the majority of library users were students aged 18-21, and females utilized the services more frequently than males. The Office of the Library Services was the most visited location. Overall, respondents rated the library's services positively, with most dimensions receiving a "Very Satisfactory" (VS) or "Outstanding" (O) rating. Older clients (aged 26 and above) and alumni/visitors tended to give slightly higher ratings, particularly for communication, courtesy, and reliability, suggesting they highly value professional and consistent service. Students and faculty, as more frequent users, had slightly lower ratings, possibly due to higher expectations or more exposure to service variations during peak times. The results underscored the library's dedication to offering a professional, secure, and accessible environment, while also identifying opportunities for improvement in areas such as digital engagement to better cater to the needs of younger users.