Explaining user satisfaction with academic libraries: Strategic implications

Competitive pressures, information availability, rising costs, and an incre asingly aware and selective student population mandate that academic librar ies become more user focused. This calls for a better understanding of the specific needs of library users in order to provide the appropriate type an d level of service that meets those needs. This study proposes and tests a five-factor model to explain user satisfaction with academic libraries. Stu dents availing the services of three academic libraries in Erie, Pennsylvan ia, were surveyed over a period of three semesters. The model explained 64 percent of the variation in the dependent variable. Strategic implications of the proposed model are discussed.