Integrated Library Environment, User Engagement and Librarians User-Centered Approach: Predictors of the Library Service Quality

Abstract

This study examined the influence of the Integrated Library Environment (ILE), User Engagement (UE), and Librarians’ User-Centered Approach (L-UCA) on Library Service Quality (IDSQ) in an academic library. A quantitative descriptive-correlational research design was employed, involving 200 library users as participants. Data were collected through a researcher-made questionnaire and analyzed using descriptive statistics, canonical correlation analysis, and multiple regression analysis. Results revealed that participants assessed the Integrated Library Environment as high in terms of library systems, technology integration, and space design. User engagement was also generally high, particularly in cognitive and affective dimensions, while behavioral engagement was moderate. Participants further rated the librarians’ user-centered approach as high, indicating that librarians provide responsive, respectful, and personalized services that support users’ academic needs. Likewise, the library’s innovation-driven service quality was assessed as high, suggesting that the library effectively integrates technology, user feedback, and modern service features to enhance learning experiences. Statistical analysis showed that Integrated Library Environment, User Engagement, and Librarians’ User-Centered Approach significantly influence Library Service Quality, with user engagement emerging as the strongest predictor. Overall, the findings indicate that a well-designed library environment, active user participation, and responsive librarian services collectively contribute to improving innovative and high-quality academic library services. For future research, it is recommended to explore specific variables that influence affective involvement, particularly the impact of social media engagement and mobile library applications on students’ emotional connection to the library over time.