A conceptual framework on information literacy and its impact on university library users’ satisfaction

Purpose This conceptual paper develops an integrated framework that theorizes how information literacy (IL) influences university library users’ satisfaction. Responding to gaps in the literature, the paper clarifies IL as a multidimensional construct and maps its mechanisms of effect on satisfaction within contemporary digital and hybrid library environments. Design/methodology/approach This paper draws on a comprehensive integrative literature review across IL, information behaviour, service quality and information systems literature. It synthesizes complementary theories [Theory of Planned Behaviour, Technology Acceptance Model (TAM), DeLone and McLean’s Information Systems Success Model (ISSM)] and established measurement traditions (LibQUAL/SERVQUAL, TAM/ISSM) to derive testable pathways linking instructional inputs, awareness, digital literacy, access and information searching behaviour (ISB) to perceived service quality and satisfaction. Findings The proposed conceptual model positions library instruction and awareness as primary antecedents that develop IL competencies; ISB functions as a proximal mediator; digital literacy and access operate as enabling contextual factors; and system/information/service quality jointly shapes perceived usefulness/ease of use leading to user satisfaction. The framework identifies specific mediation and moderation hypotheses for empirical testing. Practical implications The model provides diagnostic leverage for libraries to distinguish competency deficits from infrastructure/service problems and informs targeted investments in instruction, faculty partnerships and system design. Originality/value By explicitly integrating behavioural, perceptual and system level theories, this paper reframes IL as an active mediator/moderator in service quality processes and supplies a coherent, empirically tractable framework for subsequent quantitative validation Partial Least Squares Structural Equation Modeling (PLS-SEM), and policy action.