ISSN Print: 2984-8288, ISSN Online: 2984-8385

Vol. 2, No. 7, pp. 804-813, July 2024

Users’ Access, Utilization, and Satisfaction with

Library Resources, Services, and Facilities in a
Selected Academic Library
Ruvy M. Tuble, Analyn P. Panhilason*
Carlos Hilado Memorial State University, Negros Occidental, Philippines

*Corresponding Author email: [email protected]

Dated received: May 21, 2024 Originality: 97%

Date revised: June 13, 2024 Grammarly Score: 99%
Date accepted: June 17, 2024 Similarity: 3%

Recommended citation:
Tuble, R., & Panhilason, A. (2024). Users’ access, utilization, and satisfaction with library resources, services, and
facilities. Journal of Interdisciplinary Perspectives, 2(7), 804-813. https://doi.org/10.69569/jip.2024.0226

Abstract. The study sought to evaluate the status of access, utilization, and satisfaction with the library
resources, services, and facilities. Likewise, it ascertained if utilization has a significant relationship with
satisfaction. A sample size of 351, representing 20% of the population, was selected through random
sampling. The respondents were the 31 faculty members and 320 students who have visited the library. An
online survey using a Google Form questionnaire was used. Data were analyzed using frequency,
percentage, mean score, and Pearson's r. The study results showed that almost all faculty and student
respondents have accessed the library's resources, services, and facilities. This effort resulted in a very high
utilization and satisfaction level. Notedly, faculty members visit the library, avail varied services, and utilize
resources in various formats as their primary tool, particularly in developing their course outline, preparing
lectures, searching a topic for giving assignments/projects, preparing handouts for students, looking for
supplementary reading material and knowing the variety of material available in the library to guide
students. The library's high utilization and satisfaction rating create an excellent reputation attributed to its
good service philosophy, relevant and appropriate physical set-up, and sufficient collection in quantity,
depth, diversity, format, and currency to support the research and teaching mission of the institution.

Keywords: Access; Utilization; Satisfaction; Resources; Services; Facilities.

1.0 Introduction
The academic library has been described as the "heart" of the institution or learning community, providing a place
for students, faculty, and other library users to research and advance their knowledge. It is vital to the educational
process because it supports curricula, teaches information literacy, and fosters critical thinking skills. According
to Singh & Arora (2015), a library must have appropriate resources like information resources, staff, space, etc., to
successfully play its role in the institution. Its purpose is to enable users to access and use its resources (Agyeiku
& Agyeiku, 2021). Likewise, its essential function is to develop and provide effective services and modern
facilities to meet the users' diverse expectations and needs (Marjaei et al., 2022). It is a must for every academic
library to meet its users' information needs and provide them with the right and quality information resources
and services. Boakye (2018) stated that the extent of user satisfaction with the resources and services provided by
academic libraries justifies their existence.

CHMSC-FT Library is a learning center under the umbrella of academic libraries that primarily aims to provide
its academic community with essential and appropriate services, required facilities, and a balanced collection of
materials and resources necessary to meet the current and future needs of school programs and user's
informational, instructional, and personal requirements. It assumes a pivotal role in institutional development
through its commitment to achieving success and efficient delivery of services in various aspects of institutional
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License (CC BY-NC 4.0).
instruction, research, and public service (Library Operational Manual, 2019). To fulfill this goal, CHMSC-FT
Library continuously enhances its collection to provide clientele with print, non-print, and electronic materials. It
provides various services to facilitate maximum utilization of the developed collection.

Moreover, there is a need to conduct a research study to prove that librarians are on the right track in offering
programs and providing services and environments parallel to the academic community. According to Ezeala and
Yusuff (2019), "It is natural for humans to evaluate things, events, and other people around them. Libraries are
also included in this practice. Hence, the results of this evaluation could help the management determine its
strengths and weaknesses. By identifying its weaknesses, it can recommend ways to improve its services to satisfy
the users' information needs.

This study aimed to assess the CHMSU-FT Library in terms of user's access to resources, services, and facilities,
the extent of utilization, and their overall satisfaction. Likewise, it will determine if significant relationship exist
between utilization and satisfaction.

2.0 Methodology
2.1 Research Design
The study employed the descriptive-relational method. The descriptive design was used to measure the status of
access, extent of utilization, and level of satisfaction of students and faculty members who use the onsite library
services. Likewise, correlation was used to ascertain if a significant relationship occurs between the utilization and
satisfaction of library users.

2.2 Research Locale

The study was carried out at a state university in Bacolod City.

2.3 Research Participants

The research participants were 31 faculty members and 320 second to fourth-year students of Carlos Hilado
Memorial State University-Fortune Towne Campus. Stratified random sampling using an online random number
generator was considered.

2.4 Research Instrument

This study used a researcher-made survey questionnaire. The instrument was subjected to validation by five (5)
experts in the fields of research and library and information science using the Good and Scates Validity
Instrument. Moreover, reliability testing of the instrument was conducted on thirty (30) library users of the Alijis
Campus. The Cronbach's alpha (α) result is 0.951, indicating a high-reliability coefficient.

2.5 Data Gathering Procedure

The researchers formally sent a request letter to the College Dean of the campus seeking approval to conduct the
study. Likewise, the letter was sent to the Registrar to request the enrolment data to determine the sample size.
Using Google form, the researcher-made survey questionnaire was conducted on 31 faculty members and 320
second-year to fourth-year students of Carlos Hilado Memorial State University – Fortune Towne Campus.
Stratified random sampling using an online random number generator was considered. All completed surveys
were collected, consolidated, and tabulated. Data collected were analyzed using appropriate statistical tools such
as frequency, percentage, Mean, and Pearson r. Statistical findings were presented, interpreted, and analyzed in
tabular form.

2.6 Ethical Considerations

Ethics in research were considered by asking for approval on the study's conduct, seeking the participants' consent
during the survey, and discarding the data after completion of the study.

3.0 Results and Discussion

3.1 Access to Library Resources, Services, and Facilities
Table 1 presents the respondents' status of access to the resources, services, and facilities of the library. In terms of
resources, 89.3% of the faculty and 94.1% of student respondents have accessed books on professional subjects.

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Data also shows that 29% of the faculty and 97.8% of students accessed books on general education. The low
percentage of faculty access is attributed to only six (6) respondents from the General Education department.
Notedly, both users (faculty = 96.8%; students = 97.2%) have accessed other references such as dictionaries,
encyclopedias, and atlases. Fiction books were also accessed by 87.1% of faculty and 92.2% of student respondents.
In terms of periodicals, all (100%) faculty members accessed the journals, magazines, and newspapers available in
the library. Data further shows that student respondents have access to journals (92.2%), magazines (95.9%), and
newspapers (91.3%), respectively. With regards to e-resources, nine in every ten faculty members (95.5%) and
students (91.6%) accessed the e-journals subscription. Additionally, eight in every ten users accessed e-books
(faculty = 87.1%; students = 88.8%) and other educational resources, with 80.6% for faculty and students.

The percentage of varied resources accessed by faculty members and students implies that the library has
adequate materials in quantity, quality, depth, formats, and currency for their educational needs. The availability
of these materials triggers the users to access them, appreciate their value, and use them to satisfy their information
needs. The result affirms Aldrich (2018) and Soulen et al. (2020) that the library shall maintain a point of accessible
resources that promotes equity so that everyone has a chance to acquire critical thinking and problem-solving
skills.

Moreover, as to services, it is found that all or 100% of faculty respondents could access the circulation and internet
services. In comparison, only 3 (9.7%) and 2 (6.5%) had yet to access the online public access catalog and mobile
learning services, respectively. In the case of students, 98.8% had accessed the circulation services, 98.4% on the
printing services, and 98.1% on the photocopy services. In the case of student respondents, almost all accessed the
circulation services (98.8%), printing services (98.4%), and photocopy services (98.1%). Nevertheless, though the
number is negligible, it is noted that there are 26, or 8.1%, who did not access the Online Public Access Catalo
(OPAC), 17, or 5.3%, on mobile learning services, and 10, or 3.1% on library instruction like orientation or the
information literacy program, InfoFEED. The findings imply that almost all faculty and students have access to
the services offered in the library. This variety of services aids the academic community in their teaching-learning
process.

The high result is that library management successfully establishes a service culture where library personnel
effectively and efficiently provide relevant services to advance the library's mission. As Lance and Kachel (2018)
asserted, student achievement is boosted when schools have high-quality library programs and librarians who
share their expertise with the entire community. Also, the finding confirms the statement of the American
Association of School Librarians (AASL) (2018) that by ensuring continuous access to library services, members
of the academic community that have access to it meet a variety of needs and interests, enabling lifelong learning.

As to facilities, data shows that all (100%) faculty respondents have accessed the circulation section/area. The
table shows that nine out of every ten faculty members have accessed the Reserve Section and General Reference
Section with 96.8% and the Filipiniana Section, Graduate School Library, Computer Units, and tablet with 93.5%.
As to carrels, one of the amenities found in the library lobby, eight in every ten faculty have access to it.
Considering the student respondents, data shows that nine in every 10 of them have access to computer units
(97.8%), Circulation Section (95.0%), General Reference Section (94.7%), Filipiniana Section (94.1%), Reserve
Section (93.4%) and tablet with 93.1%. Just like with faculty respondents, 8 in every 10 of the students have
accessed the carrels area.

The result implies that the library provides a physical set-up and environment with different areas or sections to
facilitate learning and the creation of new knowledge. It further indicates that the library has logically designed
each area with corresponding value and use that accommodates diverse users and information needs. Access to a
library with a user-friendly set-up conducive to study benefits the academic community by stimulating an interest
in visiting, staying, and using the available resources and services (Wood et al., 2020).

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 Table 1. Descriptive statistics of the access to library resources, services, and facilities by type of users
Faculty (n=31) Students (n=320)
Not
Accessed Accessed Not Accessed
Accessed
f % f % f % f %
I. Resources
A. Books
1. Professional subjects 26 83.9 5 16.0 301 94.1 19 5.9
2. General Education subjects 9 29.0 22 71.0 313 97.8 7 2.2
3. Other references (encyclopedias, 30 96.8 1 3.2 311 97.2 9 2.8
dictionaries, etc.)
4. Fiction 27 87.1 4 12.9 295 92.2 25 7.8
B. Periodicals
1. Journals 31 100 0 0 295 92.2 25 7.8
2. Magazines 31 100 0 0 307 95.9 13 4.1
3. Newspapers 31 100 0 0 292 91.3 28 8.8
C. E-resources
1. E-books 27 87.1 4 12.9 284 88.8 36 11.3
2. E-journals 29 93.5 2 6.5 293 91.6 27 9.4
3. OERs (STARBOOKS, DOAJ, etc.) 25 80.6 6 19.4 258 80.6 62 19.4
II. Services
A. Circulation Services 31 100 0 0 316 98.8 4 1.3
B. Online Public Access Catalog 28 90.3 3 9.7 294 91.9 26 8.1
C. Photocopy Services 30 96.8 1 3.2 314 98.1 6 1.9
D. Printing Services 30 96.8 1 3.2 315 98.4 5 1.6
E. Internet Services 31 100 0 0 313 97.8 7 2.2
F. Mobile (Tablet) Learning Services 29 93.5 2 6.5 303 94.7 17 5.3
G. Library Instruction (Orientation, 30 96.8 1 3.2 310 96.9 10 3.1
InfoFEED, etc.)
III. Facilities
A. Circulation Section 31 100 0 0 304 95 16 5
B. Reserve Section 30 96.8 1 3.2 299 93.4 21 6.6
C. Filipiniana Section 29 93.5 2 6.5 301 94.1 19 5.9
D. General Reference Section 30 96.8 1 3.2 303 94.7 17 5.3
E. Graduate School Library 29 93.5 2 6.5 286 89.4 34 10.6
F. Carrels 26 83.9 5 16.0 282 88.1 38 11.9
G. Computer Units 29 93.5 2 6.5 313 97.8 7 2.2
H. Tablet 29 93.5 2 6.5 298 93.1 22 6.9

3.2 Utilization of the Library Resources, Services, and Facilities

Table 2 presents the extent of the faculty's utilization of library resources, services, and facilities. As to resources,
48.4% of them have utilized professional books to a very high level. It was followed by other references such as
encyclopedias, dictionaries, atlases, and among others (35.5%). Also, most fiction books (41.9%) are moderately
utilized by the faculty. The result further shows that twenty-two (22) or 70.7 percent of the faculty respondents
have very low utilization of books on general education subjects. This may be because most of them teach core or
professional subjects, thus utilizing books along their specialization. As to periodicals, 48.4% of the faculty have a
very high utilization of newspapers, a high (35.5%) of journals, and 64.6% have moderate to high utilization of
magazines. Likewise, as to e-resources, data shows that 54.9%, 54.8%, and 35.5% have high to very high utilization
of e-journals, e-books, and open educational resources, respectively.

Data on utilization of various services show that faculty respondents' extent of utilization varies. It shows that
more than forty percent have utilized the circulation services (45.2%) to a very high level, followed by internet
services (35.5%) with a high utilization level. Notedly, twelve to fifteen of the faculty have a moderate utilization
of photocopy, printing, mobile learning, library instruction, and internet services.

In terms of the usage of facilities, more than 40 percent utilized the Circulation Section (41.9%). The combined
mean scores of those with high to very high utilization levels manifest that faculty respondents have favorably
used the Reserve, Filipiniana, General Reference, and Graduate School sections. Also, the least utilized facilities
by the faculty are the carrels.

The high utilization result implies that faculty use the library resources, services, and facilities from a high to a
very high extent. Notedly, they visit the library, avail varied services, and utilize resources in various formats as
807
their primary tool, particularly in developing their course outline, preparing lectures, searching a topic for giving
assignments/projects, preparing handouts for students, looking for supplementary reading material and knowing
a variety of material available in the library to guide students. The moderate use of photocopy, printing, mobile
learning, and the least use of internet services is because the faculty lounge is equipped with Wi-Fi, a photocopier
machine, and a printer. Likewise, they have laptops or cell phones to use when searching for information.

Table 2. Descriptive statistics of the utilization of the library resources, services, and facilities by the faculty
UTILIZATION
Always Often Sometimes Seldom Never
f % f % f % f % f %
I. Resources
A. Books
1. Professional subjects 15 48.4 7 22.6 4 12.9 0 0 5 16.1
2. General Education subjects 3 9.7 2 6.5 3 9.7 2 3.4 22 70.7
3. Other references (encyclopedias 11 35.5 4 12.9 9 29 6 19.4 1 3.2
dictionaries, atlases, etc.)
4. Fiction 7 22.6 3 9.7 13 41.9 4 12.9 4 12.9
B. Periodicals
1. Journals 8 25.8 11 35.5 9 29 3 9.7 0 0
2. Magazines 6 19.4 10 32.3 10 32.3 5 16 0 0
3. Newspapers 15 48.4 7 22.6 4 12.9 5 16.1 0 0
C. E-resources
1. E-books 10 32.3 7 22.5 6 19.4 4 12.9 4 12.9
2. E-journals 7 22.6 10 32.3 7 22.6 5 16 2 6.5
3. OERs (i.e., STARBOOKS, DOAJ, etc.) 7 22.6 4 12.9 8 25.7 6 19.4 6 19.4
II. Services
A. Circulation Services (borrowing 14 45.2 12 38.7 4 12.9 1 3.2 0 0
and returning of books)
B. Online Public Access Catalog (OPAC) 7 22.6 11 35.5 7 22.6 3 9.7 3 9.7
C. Photocopy Services 7 22.6 4 12.9 15 48.4 4 12.9 1 3.2
D. Printing Services 6 19.4 4 12.9 15 48.4 5 16.1 1 3.2
E. Internet Services 11 35.5 6 19.4 11 35.4 3 9.7 0 0
F. Mobile (Tablet) Learning Services 3 9.7 5 16.1 11 35.4 10 32.3 2 6.5
G. Library Instruction (Orientation, ask a 8 25.8 7 22.6 12 38.7 3 9.7 1 3.2
librarian, etc)
III. Facilities
A. Circulation Section 13 41.9 7 22.6 7 22.6 4 12.9 0 0
B. Reserve Section 10 32.3 11 35.5 5 16.1 4 12.9 1 3.2
C. Filipiniana Section 8 25.8 7 22.6 8 25.8 6 19.3 2 6.5
D. General Reference Section 8 25.8 10 32.3 8 25.8 4 12.9 1 3.2
E. Graduate School Library 6 19.3 7 22.6 10 32.3 6 19.4 2 6.5
F. Carrels 2 6.5 4 12.9 14 45.2 6 19.4 5 16.0
G. Computer Units 5 16.1 4 12.9 12 38.7 8 25.8 2 6.5
H. Tablet 4 12.9 3 9.7 12 38.7 10 32.3 2 6.5
Mean Range: 4.50 - 5.00 (Very High), 3.50 - 4.40 (High), 2.50 - 3.49 (Moderate), 1.50 - 2.49 (Low), 1.00 - 1.49 (Very Low)

Table 3 presents the extent of student utilization of library resources, services, and facilities. As to resources, 32.2%
of them have utilized professional books to a very high level, 33.8% to a high level, and 20.3% to a moderate level.
In the case of general education books, 33.5% utilized it to a very high level and 29.4% to a high level. The result
further shows that 28.8% used other references such as encyclopedias, dictionaries, and atlases to a very high level,
while 32.2% used a moderate level. Regarding fiction books, 31.9% of the students utilized this resource
moderately, while 26.3% used it at a very high level. As to periodicals, 33.1% of the students highly utilize the
journals, while 34.4% have a moderate level. For magazines, 35.9% used it at a moderate level, 30.3% at a high
level, and 14.7% at a very high level. For newspapers, 28.1% of the students used them at a very high level, 26.6%
at a high level, and 32.2% at a moderate level. Likewise, as to e-resources, data shows that 39.7% used e-books at
a high level and 24.4% at a moderate level. For e-journals, 34.1% utilized it at a high level, while 28.1% utilized it
at a moderate level. For open educational resources, 40% utilized it at a moderate level, while 19.4% used it at a
high and very low level.

Data on utilization of various services show that student respondents' extent of utilization mainly falls at high to
very high levels. On the contrary, OPAC and Library Instruction services have moderate to high utilization levels.
Specifically, data shows that students have utilized the circulation services from a high (41.3%) to a very high
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(19.4%) level. They also utilized the online public access catalog from moderate (32.5%) to high (33.1%). For
photocopy services, most of them utilized it in very high (42.8%) and high (34.4%) levels. For the printing services,
36.9% have used it at a high level, while 35.6% have used it at a very high level. With regards to internet services,
they have utilized them in a very high (43.1%) and high (35%) manner. For mobile learning services, 33.1% of the
students have utilized it to a high while 29.4% to a moderate extent. Lastly, for the library instruction services,
32.8% utilized it to a high extent, while 31.6% and 27.5% utilized it at moderate and very high levels, respectively.

In terms of the usage of facilities, it is noted that students have very highly (33.1%) and highly (32.4% utilized the
Circulation Section. For the Reserve Section, 28.8% of the students have a very high, and 35.6% have high
utilization. As to the Filipiniana Section, 20.6% have a very high level, and 32.8% of students have a high extent of
utilization.

Table 3. Descriptive statistics of the utilization of the library resources, services, and facilities by the students
Extent of Utilization
Very High High Moderate Low Very Low
f % f % f % f % f %
I. Resources
A. Books
1. Professional subjects 103 32.2 108 33.8 65 20.3 25 7.8 19 5.9
2. General Education subjects 107 33.5 94 29.4 75 23.4 37 11.6 7 2.2
3. Other references (encyclopedias, 92 28.8 83 25.9 103 32.2 33 10.3 9 2.8
dictionaries, etc.)
4. Fiction 84 26.3 102 31.9 57 17.8 52 16.3 25 7.8
B. Periodicals
1. Journals 48 15 106 33.1 110 34.4 31 9.7 25 7.8
2. Magazines 47 14.7 97 30.3 115 35.9 48 15.0 13 4.1
3. Newspapers 90 28.1 85 26.6 103 32.2 33 10.3 9 2.8
C. E-resources
1. E-books 47 14.7 127 39.7 78 24.4 32 10.0 36 11.3
2. E-journals 44 13.8 109 34.1 90 28.1 50 15.6 27 9.4
3. OERs (STARBOOKS, DOAJ) 35 10.9 62 19.4 128 40 33 10.3 62 19.4
II. Services
A. Circulation Services 80 25 132 41.3 80 25 24 7.5 4 1.3
B. Online Public Access Catalog 62 19.4 106 33.1 104 32.5 22 6.9 26 8.1
C. Photocopy Services 137 42.8 110 34.4 58 18.1 9 2.8 6 1.9
D. Printing Services 114 35.6 118 36.9 68 21.3 15 4.7 5 1.6
E. Internet Services 138 43.1 112 35 57 17.8 6 1.9 7 2.2
F. Mobile Learning Services 80 25 106 33.1 94 29.4 23 7.2 17 5.3
G. Library Instruction 88 27.5 105 32.8 101 31.6 16 5.0 10 3.1
(Orientation, InfoFEED)
III. Facilities
A. Circulation Section 106 33.1 104 32.5 78 24.4 16 5.0 16 5.0
B. Reserve Section 92 28.8 114 35.6 63 19.7 30 9.4 21 6.6
C. Filipiniana Section 66 20.6 105 32.8 79 24.7 51 15.9 19 5.9
D. General Reference Section 96 30 99 30.9 87 27.2 21 6.6 17 5.3
E. Graduate School Library 56 17.5 97 30.3 78 24.4 55 17.2 34 10.6
F. Carrels 110 34.4 74 23.1 55 17.2 43 13.4 38 11.9
G. Computer Units 139 43.4 107 31.6 54 16.9 7 2.2 0 0.0
H. Tablet 100 31.3 92 28.8 77 24.1 29 9.1 22 6.9
Mean Range: 4.50 - 5.00 (Very High), 3.50 - 4.40 (High), 2.50 - 3.49 (Moderate), 1.50 - 2.49 (Low), 1.00 - 1.49 (Very Low)

The result implies that students are avid visitors and users of the library, as indicated in the percentage allocation
on high to very high extent of utilization. The findings affirmed Puertos, J. (2022) on higher utilization of library
materials as evidence to the claim that students highly use academic libraries to improve their understanding and
critical thinking ability. Oluwatola and Judah. (2022) pointed out that students use tangible resources (i.e., printed
resources) and intangible (i.e., electronic resources) formats. Also, Ani et al. (2022) correctly say that students use
the library mainly to consult books and reference materials. Moreover, Okiki (2013) posits that the library is a vital
facility for enhancing learning, teaching, and research, and he affirmed that it is the hub of all academic activities
established to prove intellectual excellence. Singh and Kuri (2017) emphasized that the effectiveness of library
resources and services is evaluated by the level to which they are utilized. Ayiah & Tamakloe (2023) added that
to ensure the maximum utilization of its resources, library management, stakeholders, and the government should
exert conscious effort to put measures in place to arrest the challenges to the barest minimum.
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3.4 Satisfaction with Library Resources, Services, and Facilities
Data in Table 4 presents the faculty members' satisfaction level with library resources, services, and facilities. The
result shows that as to resources, they are high to very highly satisfied with books, periodicals, and e-resources.
Specifically, 64.5% are very highly satisfied with books on professional subjects, while 38.7% are on general
education and other references like encyclopedias, dictionaries, and the like. It is also well-taken that 45.2% are
moderately satisfied with the fiction collection. For the periodicals, faculty are very highly satisfied with journals
(41.9%), magazines (38.7%), and newspapers (32.3%). As to e-resources, it is noted that the majority of them are
highly satisfied with e-books (38.7%), e-journals (45.2%), and open educational resources (35.5%).

Table 4. Descriptive statistics of the satisfaction with library resources, services, and facilities by the faculty
Level of Satisfaction (n=31)
Very Highly Highly
Moderately Satisfied
Satisfied Satisfied
f % f % f %
I. Resources
A. Books
1. Professional subjects 20 64.5 8 25.8 3 9.7
2. General Education subjects 12 38.7 9 29.0 10 32.3
3. Other references (encyclopedias, 12 38.7 9 29.0 10 32.3
dictionaries, etc.)
4. Fiction 9 29.0 8 25.8 14 45.2
B. Periodicals
1. Journals 13 41.9 12 38.7 6 19.4
2. Magazines 12 38.7 12 38.7 7 22.6
3. Newspapers 10 32.3 13 41.9 8 25.8
C. E-resources
1. E-books 12 38.7 12 38.7 7 22.6
2. E-journals 10 32.3 14 45.2 7 22.6
3. OERs (STARBOOKS, DOAJ) 9 29.0 11 35.5 11 35.5
II. Services
A. Circulation Services 20 64.5 10 32.3 1 3.2
B. Online Public Access Catalog 11 35.5 11 35.5 9 29
C. Photocopy Services 11 35.5 13 41.9 7 22.6
D. Printing Services 9 29.0 13 41.9 9 29.0
E. Internet Services 13 41.9 11 35.5 7 22.6
F. Mobile Learning Services 7 22.6 10 32.3 14 45.2
G. Library Instruction 10 32.3 11 35.5 10 32.3
(Orientation, InfoFEED, etc)
III. Facilities
A. Circulation Section 16 51.6 11 35.5 4 12.9
B. Reserve Section 15 48.4 13 41.9 3 9.7
C. Filipiniana Section 13 41.9 13 41.9 5 16.1
D. General Reference Section 15 48.4 10 32.3 6 19.4
E. Graduate School Library 18 51.8 11 35.5 2 6.5
F. Carrels 17 54.8 12 38.7 2 6.5
G. Computer Units 15 48.4 12 38.7 4 12.9
H. Tablet 16 51.6 11 35.5 4 12.9

As to services, six in every ten faculty members were very highly satisfied with circulation services. Also, seventy
percent were high to very highly satisfied with the Online Public Access Catalog. Moreover, more than forty
percent of faculty respondents are very highly satisfied with the internet services (41.9%) and highly satisfied with
photocopy (41.9%) and printing services (41.9%). Data shows that 35.5% of faculty members are highly satisfied
with library instruction services. It is noted that 45.2% were moderately satisfied with mobile learning services.
The result implies that faculty respondents are happy with the library's various services. The findings entail that
those services provided or offered are relevant and responsive to their needs. The moderate level of satisfaction
with mobile learning services is understandable because each faculty member-owned a smartphone and laptop
unit, which is used as a tool for their teaching.

As to facilities, the result shows that more than half of the faculty respondents were very highly satisfied with the
Carrels (54.8%), Circulation Section (51.6%), and Tablets (51.6%). Computer Units (48.4%), Reserve Section (48.4%),

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General Reference Section (48.4%), and Filipiniana Section (41.9%). The very high satisfaction result entails that
all the library's service areas are functional and serve their purpose.

The findings align with Tukur and Kannan (2020) that faculty appreciate the library because journals, books,
newspapers, and e-books dominate the available information resources, assisting them in meeting their teaching,
learning, and research tasks. Maina et al. (2017) noted that the generous provisions for space and a pleasant
atmosphere result in a high satisfaction rating. Correspondingly, Abraham and Sabu (2022) pointed out that
library resources, services, and facilities are the deciding factors of users' satisfaction.

Data in Table 5 presents the student respondents' satisfaction level with library resources, services, and facilities.
The result shows that as to resources, they are high to very highly satisfied with books, periodicals, and e-
resources. Specifically, 39.4% are very highly satisfied with books on professional subjects, while 41.3% are on
general education, 39.4% on other references like encyclopedias, dictionaries, and the like, and 35% are on fiction.
For the periodicals, students are very highly satisfied with journals (38.4%), magazines (40.3%), and newspapers
(54.4%). As to e-resources, data shows that most are highly satisfied with e-books (35.9%) and e-journals (35.6%).
It is noted that 36.9% of the respondents were moderately satisfied with open educational resources.

Table 5. Descriptive statistics of the satisfaction with library resources, services, and facilities by the students
Level of Satisfaction (n=320)
Very Highly Moderately Less
Highly Satisfied
Satisfied Satisfied Satisfied
f % f % f % f %
I. Resources
A. Books
1. Professional subjects 126 39.4 117 36.6 73 22.8 4 1.3
2. General Education subjects 132 41.3 116 36.3 69 21.6 3 0.9
3. Other references (encyclopedias, 126 39.4 111 34.7 80 25.0 3 0.9
dictionaries, etc.)
4. Fiction 112 35.0 104 32.5 101 31.6 3 0.9
B. Periodicals
1. Journals 103 32.2 123 38.4 90 28.1 4 1.3
2. Magazines 96 30.0 129 40.3 93 29.1 2 0.6
3. Newspapers 87 27.2 174 54.4 53 16.6 6 1.9
C. E-resources
1. E-books 115 35.9 101 31.6 96 30.0 8 2.5
2. E-journals 114 35.6 102 31.9 97 30.3 6 1.9
3. OERs (STARBOOKS, DOAJ) 84 26.3 107 33.4 118 36.9 11 3.4
II. Services
A. Circulation Services 163 50.9 95 29.7 58 18.1 4 1.3
B. Online Public Access Catalog 132 41.3 106 33.1 76 23.8 6 1.9
C. Photocopy Services 167 52.2 93 29.1 54 16.9 6 1.9
D. Printing Services 162 50.6 93 29.1 61 19.1 4 1.3
E. Internet Services 145 45.3 100 31.3 69 21.6 6 1.9
F. Mobile Learning Services 159 48.8 94 29.4 65 20.3 5 1.6
G. Library Instruction 116 36.3 100 31.3 96 30.0 8 2.5
(Orientation, InfoFEED)
III. Facilities
A. Circulation Section 171 53.4 94 29.4 51 15.9 4 1.3
B. Reserve Section 179 55.9 86 26.9 53 16.6 2 0.3
C. Filipiniana Section 174 54.4 87 27.2 53 16.6 6 1.9
D. General Reference Section 179 55.9 86 26.9 48 15.0 7 2.2
E. Graduate School Library 186 58.1 88 27.5 44 13.8 2 0.6
F. Carrels 103 32.2 123 38.4 90 28.1 4 1.3
G. Computer Units 126 39.4 117 36.6 74 23.1 3 0.9
H. Tablet 132 41.3 117 36.6 69 21.6 2 0.6

As to services, forty-fifty percent of the student respondents were very highly satisfied with Photocopy Services
(52.2%), Circulation Services (50.9%), Printing Services (50.6%), Mobile Learning Services (48.8%), Internet
Services (45.3%), Online Public Access Catalog (41.3%). Also, more than thirty percent were highly (31.3%) to very
highly (36.3%) satisfied with the Library Instruction Services.

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As to facilities, the result shows that more than half of the student respondents were very highly satisfied with the
Graduate School Library (58.1%), General Reference Section (55.9%), Filipiniana Section (54.4%), and Circulation
Services (53.4%). The result also shows that three in every 10 are very highly satisfied with carrels and computer
units, while four in every 10 were very highly satisfied with tablets.

The students' high to very high satisfaction with the resources, services, and facilities indicate that the library is
doing well and that what is being offered is favorable to their research needs. Thus, the library successfully aims
to provide its academic community with essential and appropriate services, facilities, and a balanced collection of
materials and resources necessary to meet the current and future needs of programs and users' informational,
instructional, and personal requirements.

The finding supports Abraham and Sabu (2022), who state that the success of any library is based on the
satisfaction of the information demands of its users. Most users of different IITs are satisfied with diverse library
services such as lending of books, internet service, reference service, journals/periodicals circulations, E-journals,
online database services, and reservation service. However, it contradicts the findings of Ayiah & Tamakloe (2023)
on the users' negative satisfaction towards the available resources in the University of Education, Winneba
Library. The availability of proper resources decides the satisfaction level of library users (Abraham & Sabu, 2022).
In addition, Anmol, Khan, & Muahmmad (2021) study found that most of the faculty were satisfied from general
infrastructural facilities. However, there was an observation of dissatisfaction with services except circulation.
Therefore, the library was recommended to provide the necessary services and facilities to obtain user satisfaction.
Omeiza and Oluwabunmi (2021) also added that equipping the library with necessary resources and facilities can
satisfy the users' information needs.

3.5 Relationship between Utilization and Satisfaction

Table 6. Analysis for the relationship between utilization and satisfaction with library resources, services, and facilities
Variables r-value p-value Conclusion
Extent of Utilization and
0.682 0.000 Significant
Level of Satisfaction
** Correlation is significant at the 0.01 level (2-tailed).

Table 6 presents the test of the relationship between utilization and satisfaction. The data result shows that
Pearson's r of 0.682 and the p-value of .000 indicates that it is statistically significant at alpha 0.01. Hence, it fails
to reject the null hypothesis, stating that there is no significant relationship between the extent of utilization and
the level of satisfaction. Furthermore, the strength of the relationship was moderate. This means that the extent of
utilization positively or influenced their level of satisfaction. It implies that if their extent of utilization increases,
their level of satisfaction also increases. The findings align with Veeramallu et al. (2021) that when faculty
members are offered quality services and adequate resources and benefit from staying at the library, there will be
an increase in the library usage frequency and more users.

4.0 Conclusion
Empirically, the library resources, services, and facilities are accessible. Users can identify and use resources and
learning materials that are available and acquired to aid them in their quest for knowledge acquisition and
creation. The library's high utilization and satisfaction rating create an excellent reputation attributed to its good
service philosophy, relevant and appropriate physical set-up, and sufficient collection in quantity, depth,
diversity, format, and currency to support the research and teaching mission of the institution. Hence, for
continuous improvement, the library management should conduct a gap analysis on the resources, services, and
facilities that were not accessed and with moderate utilization and satisfaction. They should regularly examine
each component so that corrective actions will be taken. They should likewise work hand in hand with the
different colleges so that students and faculty members alike know what is inside the library. On the other hand,
university teachers should engage the students with assignments that will make them use the library more and be
familiar with other information resources.

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5.0 Contributions of Authors
The authors confirm the equal contribution in each part of this work. All authors reviewed and approved the final version of this work.

6.0 Funding
The research was conducted without financial support from any external organizations. All costs associated with the research were covered
by the researchers personally.

7.0 Conflict of Interests

The authors confirmed no conflicts of interest regarding this study.

8.0 Acknowledgment
The authors express gratitude to those who contributed to the success of this research study, from its inception through data collection to the
analysis of findings.

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