Library services in the age of digital feedback: A case study of Google Maps reviews of Uttar Pradesh’s district libraries

This study examines how Google Maps user reviews serve as a feedback mechanism for evaluating service quality and public perception of government district libraries in Uttar Pradesh, India. Using a quantitative and text-analysis approach, 1357 star ratings and 577 textual reviews from 58 of the 75 government district libraries listed on the Uttar Pradesh Library Portal. Sentiment analysis showed that 74.5% of ratings were 4 or 5 stars, while 66.0% of reviews were positive, 8.3% negative, and 25.6% neutral. Positive reviews highlighted the study environment, peaceful ambience, and infrastructure, whereas negative reviews focused on cleanliness, staff behaviour, and inadequate facilities. Varanasi emerged as the most digitally engaged district. K-Core analysis highlighted academic use, comfort, and ambience as key public concerns. The lack of demographic data and potential biases among internet users limit the study. Our research is among the first to use Google Maps reviews to evaluate public library services in India.