User Experience in Libraries: A Comparative Analysis of Spaces, Services, and Digital Platforms Across Library Sectors

Abstract

User experience (UX) has emerged as a critical lens for evaluating how library users engage with physical spaces, digital systems, and service environments. This study examined UX across school, academic, and public libraries in the Philippines and Qatar using a descriptive-comparative and predictive-correlational design with 188 library users. Physical User Experience (PUE), Digital User Experience (DUE), and Service-Oriented User Experience (SOUE) were assessed alongside overall library satisfaction and comparative library experience. All three dimensions were rated Very Positive, with PUE receiving the highest composite mean. One-way ANOVA confirmed statistically significant differences across library sectors in all UX dimensions (p < .001), with large effect sizes across all comparisons (η² = .278–.532). Multiple linear regression revealed that SOUE was the strongest predictor of both overall library satisfaction and comparative library experience, followed by DUE; PUE significantly predicted overall satisfaction but not comparative experience. These findings resulted in the development of the Library User Experience Enhancement Framework (LUXEF), an evidence-based model designed to guide libraries in strengthening service excellence, digital infrastructure, physical environments, and continuous user experience assessment.