Drivers of customer satisfaction in libraries: a case study of the FNU Libraries

Jayasundara, Chaminda


Although the provision of facilities and staffing at Fiji National University (FNU) Libraries appear to be adequate, there seems to be less emphasis on quality service delivery in the customers’ eyes. This study therefore aimed to establish service quality determinants, which may have good relationship with customer satisfaction in FNU libraries. Invention of quality determinants were derived upon a comprehensive methodology consisting of three methods. First, 68 determinants were generated through  the existing literature, and then these determinants were reviewed by focus groups and 39 determinants were identified as applicable determinants in FNU libraries. In addition to that 7 determinants were found by focus group discussions which are very specific to the FNU and which cannot be found from the prevailing literature. The focus groups were used as the key method for selecting the appropriate determinants. Finally, the content and face validity of these determinants were evaluated by a panel of experts to identify the most appropriate determinants and produced 37 determinants in the FNU library system. This study provides a useful device as a reference tool for library professionals and policy makers to gauge the levels of overall user satisfaction and setting up a quality assurance scheme in Fijian university libraries.


Quality determinants; Customer satisfaction; Service quality; University libraries; User satisfaction;
User services; Relationship management; Service marketing; Quality attributes; Reader services

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