Library Service Quality and Student Satisfaction: Among Junior High School Students in A Private Basic Education Institution

Abstract : This study investigates junior high school students’ satisfaction with the library’s service quality at a private institution and whether demographic factors influence their satisfaction with the services provided. The data showed that the students had high levels (M = 3.56) of overall satisfaction with the library’s service quality (Composite M = 3.53) and that students rated the library as being quiet and conducive to studying (M = 3.66), which were the two highest-rated areas of library service quality. On the other side, computer units and internet access had the lowest level of library service quality according to students’ ratings (M = 3.37). Also, a statistical analysis using the Kruskal-Wallis test found no differences in perceived library service quality (r = 3.41, p = 0.332) or student satisfaction (r = 7.47, p = 0.058) across grade levels. Therefore, it appears that students at the junior high level receive similar levels of library services regardless of grade. There was a strong positive correlation between perceived library service quality and student satisfaction (r = 0.850, p < 0.001), suggesting that as the library’s service quality improves, the level of student satisfaction will increase. Beyond digital infrastructure limitations as an impediment to student success, physical characteristics (e.g., atmosphere), hours of operation, and interpersonal relationships with library staff all contribute significantly to a student’s level of satisfaction. The researchers suggest that library managers create a more diverse digital infrastructure, ensure proper maintenance of existing computers, and increase their subscriptions to electronic resources so that traditional libraries can begin to operate as full digital learning ecosystems with active, living spaces.