Assessing Library Website Quality on User Satisfaction: A Case Study at the University of Ruhuna.

Abstract

Library websites have become crucial for accessing resources and services in the modern world. Therefore, the quality of these digital platforms has become increasingly significant in shaping users‘ experiences according to existing literature. This study aimed to propose a model to explore the factors which are affecting the library website quality (QoW) and user satisfaction at the University of Ruhuna. For this purpose, a survey was carried out among 591 undergraduates in the University of Ruhuna through a structured questionnaire with a five-point Likert scale. The data were collected through the survey which was analyzed using statistical tests, exploratory factor analysis (EFA), confirmatory factor analysis (CFA), and structural equation modeling (SEM). Factor analysis revealed three main factors influencing the website quality: information quality (QoI), usability quality (QoU), and service interaction quality (QoSI). A structural equation model was employed to investigate the model fit with the three hypotheses to clarify the relationships among these constructs. The findings of the study reveal that QoSI, QoU, and QoI exert a positive and significant influence on library user satisfaction. Additionally, the structural equation model of QoW was significant, accounting for 79.9% of the total variation in user satisfaction. Notably, users ranked QoI as the most critical factor, though it exhibited the lowest satisfaction level among the three dimensions. These results provide valuable insights for university library administrators, highlighting the need to prioritize improving information quality by aligning resources and services more closely with user expectations, and by enhancing and diversifying information access services.