THE LEVEL OF SATISFACTION OF SHS ON THE CURRENT SERVICE OF THE

LIBRARY IN USANT

CHAPTER l

THE PROBLEM

Introduction

Libraries are crucial in academic institutions, providing essential services to students, faculty,

and researchers. They are also crucial in the budget allocation, accreditation, and leveling of

state universities and colleges. Libraries focus on service provision, addressing quality service

through interactive relationships with their users. Librarianship involves managing information

resources and fostering a positive relationship with the people they serve.

Service-providing institutions aim to deliver quality services to satisfy their customers, such as

students in the educational industry. Their success depends on students' satisfaction, and

academic libraries play a crucial role in achieving their objectives. They must deliver quality

services to satisfy student study, learning, and research needs, contributing to the development

of the institution, community, and nation.Customer satisfaction is the assessment of a product

or service's ability to meet customer needs and expectations. It may not directly relate to a

library's performance but rather to the library's support and treatment of users. Service quality

and customer satisfaction are unique variables, but they can be significantly connected.

The SERVQUAL model suggests customer satisfaction is a precursor to service quality, and the

five dimensions of service quality significantly affect user satisfaction.In the modern knowledge

era, libraries are crucial centers for institutes, providing information, resources, and services.

Academic libraries, attached to institutions for learning, teaching, and research, rely on user

feedback to strengthen their collection and services, often conducting surveys to gauge
satisfaction levels.Manoj Kumar Verma and Rosa Laltlanmawii Verma (2016) highlighted the

crucial role of the academic library in achieving academic excellence in an academic institution.

According to J. A. Kargbo (2002) Academic libraries are crucial for academic institutions, and

their quality must be improved to handle information overload. Service-oriented organizations

prioritize customer feedback. College libraries support parent institutions in educating and

training students, preparing them for responsible citizenship roles.

The Five Laws of Library Science, proposed by S.R. Ranganathan, before the digital age, were

fundamental laws applicable to library science, service, and practice. They provide a scientific

approach and guarantee an everlasting future for the profession and the use of libraries.

A book serves as a guide, friend, and philosopher, allowing writers to communicate their

thoughts. The first law of library science emphasizes the use of books, not storage, and

emphasizes that books should not be kept away from users, as they are created for use.The

first law constitutes the basis for library services. Dr. Ranganathan emphasized the importance

of promoting use of library materials, highlighting the need for access-related issues such as

location, loan policies, hours of operation, staffing quality, and mundane matters like furniture,

temperature control, and lighting, rather than focusing on preservation and storage.

The Second Law of Library Science emphasizes the democratization of libraries, ensuring equal

access to books for all readers, regardless of age, race, or economic status. It outlines

responsibilities for the state, library authority, staff, and readers, emphasizing the importance of

education as the basis for library use. Librarians must possess firsthand knowledge, meet

community interests, and promote services extensively to attract a diverse reader base.

The Third Law of Library Science emphasizes that every book in a library must find its reader,

ensuring maximum use of the items. Dr. Ranganathan suggests libraries can implement

methods like open shelving to ensure each item finds its appropriate reader, even if a smaller
demographic chooses to read it.The Fourth Law of Library Science emphasizes the importance

of saving the time of the reader by providing efficient service. Dr. S.R. Ranganathan suggests

centralized library collection and excellent staff with strong reference and technical skills to

improve library management. This law ensures patrons can easily locate desired materials and

save their time, ensuring the library's excellence.

The Fifth Law states that libraries are a growing organism, constantly evolving in terms of

documents, readers, and staff. This growth can be akin to a child's or adult's body. Library

organizations must accommodate staff, physical collection, and patron use, ensuring growth in

physical building, reading areas, shelving, and catalog space.

The degree of student satisfaction can give a thorough grasp of the advantages and

disadvantages of the current library services offered by the senior high school in USANT. A high

degree of satisfaction suggests that the library services are fulfilling the requirements and

expectations of the students. A low level of satisfaction, on the other hand, can indicate that

the library's services need to be improved in order to better meet the requirements of all

students. In order to evaluate the effectiveness of the services and pinpoint areas for

development, it is crucial to gauge student satisfaction levels.

THEORETICAL FRAMEWORK

Since this study is focusing on "The Level of Satisfaction of Senior High School Students with

the Current Service of the Library in USANT", two theories were found to be appropriate.

The Grounded Theory, developed in the 1960s by sociologists Barney G. Glaser and Anselm

L. Strauss, is a social research methodology that generates a theory based on data. It is

particularly useful for exploring underlying social and psychological processes. The study

examines four Italian public libraries using the Grounded Theory, focusing on their history and

main features. The results show that users perceive libraries more as "place" and "space" than
"service." The Grounded Theory is a fundamental tool in understanding the difference between

users' perceptions and librarians' actual actions.

Resource-Based Theory (RBT) was first proposed by Penrose (2009) in the 1980s, and it

provides a framework for understanding the fundamentals of organizational performance and

competitive advantage. It focuses on internal organization resources rather than externally

driven approaches to understanding the accomplishment or failure of leveraging organizational

activities. RBT aims to elaborate on imperfectly imitable firm resources that could potentially

become the source of sustained competitive advantage. There are two underlying assumptions

of RBT related to explaining how firm-based resources generate sustained competitive

advantage and why some organizations may continually outperform others by gaining higher

competitiveness. The first is that the bundles of resources owned by firms are different from

each other, with the heterogeneity of resources and capabilities in a population of firms

determining the competitive advantage of each firm. The second assumption is that the

complexities of trading resources across firms may create persistence in differences in resources

(the assumption of resource immobility). The theory assumes that organizational characteristics

are not merely modified but that the organization needs to correct its orientation to succeed

and achieve sustainable competitive advantage. The dominant paradigm in determining a

company's profit potential suggests that a firm's internal factors, such as resources and

capabilities, determine a firm's profit. Barney's seminal work about strategic resources became

the fundamental contribution to RBT, guiding the transformation perspective of the resource-

based view into a developed theory known as RBT. The development of a broader RBT

perspective suggests that firms can achieve competitive advantage not only by utilizing critical

assets but also by building new potential capabilities via learning, skill acquisition, and the

accumulation of tangible and intangible assets over time. The resource-based logic suggests
that if valuable resources are possessed by a few firms, those firms that can control these

resources can potentially generate a sustained competitive advantage.

The resource-based theory (RBT) suggests that firms can gain a competitive advantage by

utilizing critical assets and building new potential capabilities through learning, skill acquisition,

and the accumulation of tangible and intangible assets over time. Resources in RBT refer to

assets, business processes, capabilities, the firm's attributes, knowledge, information, etc.,

controlled by a company to understand and implement strategies aiming to enhance efficiency

and effectiveness. Company resources can be grouped into three categories: physical capital

resources, human capital resources, and organizational capital resources. Physical capital

resources include company equipment, plants, access to raw materials, geographical location,

and physical technology used by a company. Human capital resources encompass experience,

intelligence, training, judgment, relationships, and insights from employees. Organizational

capital resources refer to a company's formal structure, planning, managing, and coordinating

systems. Tangible and intangible resources have different features in terms of deterioration of

use, the ability for simultaneous utilization, and immateriality. Intangible resources do not

deteriorate with use, can be used simultaneously by multiple managers, and are difficult to

exchange. On the other hand, tangible resources can deteriorate with use, may or may not

have the ability to be used simultaneously by different managers, and can be exchanged.

Resource management involves managing resources for value creation and modification. These

resources include alliance capabilities, big data deployment, and product development practices.

Alliance capabilities are crucial for a firm's strategies, as they enable efficient cooperation and

resource combinations. Product development practices have dynamic capabilities, allowing for

specialized skills and routines to enhance company performance. These resources are essential

for a company's overall strategy.

The Resource-Based Strategy (RBS) framework consists of four conditions: value, rarity,

immobility, and sustainability. These conditions are essential for a firm to have as a strategic

planning reference and have the prospect of sustained competitive advantage. Value refers to

exploiting opportunities and threats in a firm's environment, while rarity is the uniqueness of a

resource among its current and potential competition. Immobility is the ability of a resource to

be easily obtained by other firms, such as a globally recognized product or brand. Sustainability

is the ability of a resource to be strategically duplicated or substituted, such as a portfolio of

popular trademarks that is legally protected. Poor organizational policies, processes, and

procedures can weaken a resource's potential competitive advantage. Organizations can act as

the adjustment factor to prevent or support a firm from fully realizing the advantages of its

embodied resources in terms of evaluability, rarity, costliness, and complexity to imitate. The

VRIS framework provides a comprehensive approach to assessing the potential of a resource

for sustained competitive advantage.

The VRIO model, introduced in the development of the RBT framework, proposes the criteria of

organizational embeddedness of a resource, focusing on the importance of an organization in

exploiting resources. This model replaces the resource criterion concerning substitutability in

the VRIS model. The VRIO model emphasizes the need for proper management of valuable,

rare, and imperfectly imitable resources to achieve their full competitive potential. The new

criterion of 'organisation' also emphasizes the critical role of a firm's processes and structure in

determining the other three resource criteria of value, rarity, and imperfect imitability. The

VRIO model acknowledges the importance of leveraging resources effectively rather than being

solely possessed by the organization. The VRIO model emphasizes the need for organizations to

focus on proper management and organizational structure to enhance their performance.

The Experience-Satisfaction Dynamics Theory is a research approach that focuses on the

relationship between experience and satisfaction in a service. It explains that satisfaction is

influenced by the degree of satisfaction a person experiences, particularly in relation to library

services. The theory identifies the level of satisfaction based on how the services meet students'

expectations and how well these programs resonate with them. The researchers emphasize that

past experiences play a crucial role in determining satisfaction levels. They aim to compare

respondents' experiences with their satisfaction levels with healthcare programs offered by the

institution and how they perceive library services based on their satisfaction level. This theory

highlights the importance of understanding how students perceive library services and how they

can improve their satisfaction levels.

 RESOURCE-
GROUNDED
BASED
THEORY
THEORY
Developed in the (RBT)
1960s by sociologist
Barney G. Glaser and Proposed by Penrose
Anselm L. Strauss (2009) in the 1980s

KNOWLEDGE-
SATISFACTION
DYNAMICS
THEORY
Researcher’s theory

THEORETICAL PARADIGM

CONCEPTUAL FRAMEWORK
The researcher utilizes the systems view of research, which includes the input, process, and

output models, as demonstrated in the conceptual paradigm of this study illustrated in Figure 2.

The input from our research includes the following:

1.) The satisfaction level of students with the current service of the library in USANT.

2.) The benefits associated with library services in senior high school.

3.) The recommendations that can be formulated based on the findings of the study?

The process of our research is to conduct a study by giving an interview face-to-face.

The output of the study.

CONCEPTUAL PARADIGM
SOTP

1.) What is the satisfaction level of students in the current service of the library in USANT?

a. Computer

b. Environment

c. Resources (books etc)

2.) What are the benefits associated with the library services in senior high school?

3.)What are the recommendations that can be formulated based from the findings of the study?

ASSUMPTION

1. The services of library helps us on our studies.

2. The benefits of the library is you can learn more and discover more knowledge.

3. We recommend that the students should visit the library to guide them and also to help them

intheir studies.

Hypothesis

Variables Independent variable: Current service of the library Dependent variable: Level of

satisfaction of senior high school students Null Hypothesis: There is no significant relationship

between the current service of the library and the level of satisfaction of SHS students at the

University of Saint Anthony.

SCOPE AND DELIMITATION

The study aims to determine the level of satisfaction of SHS students with the current service of

the library at the University of Saint Anthony. It seeks to identify the areas where the library

can improve its services to better meet the needs of its users. The study will focus more on...

The study will be conducted using a survey questionnaire. The survey questionnaire will be

distributed to all SHS students at the University of Saint Anthony. The questionnaire will ask

students to rate their satisfaction with the library’s service on a variety of aspects. The data

collected from the survey will be analyzed using statistical methods to identify any areas where

the library can improve its services.

SIGNIFICANCE OF THE STUDY

STUDENTS

TEACHERS

PRINCIPAL

LIBRARIAN

THE RESEARCHERS

FUTURE RESEARCHERS

DEFINITION OF TERMS

RRS

LOCAL

This study aimed to determine the library usage and satisfaction levels of students and faculty

members at the Technological Institute of the Philippines, Quezon City Campus. A

comprehensive library user survey was conducted, using a five-point Likert scale to rate each

statement on its importance, usage, and satisfaction with library resources, facilities, services,

and other matters concerning the library in TIP-QC. The results showed that most students
(46.87%) and faculty members (40%) visited the library at least once a week, with students

using printing and photocopying services, internet access, and circulation and reserved services.

Faculty members (76.67%) used the library for various reasons, including aiding instructions,

reading the latest books, journals, and references, research purposes, study, and personal and

professional growth. Students considered most library services, resources, facilities, and staff

important, while faculty members considered these very important. Both students and faculty

were moderately satisfied with most TIP-QC library services and resources. They suggested

further improvements on library resources, staff, and services, such as more books,

modernization of facilities, exclusive areas for faculty members, more computers and

workstations, online reservations, group study spaces, and more friendly and accommodating

library staff.

Foreign

This study investigates the factors determining students' use and satisfaction with e-services

sponsored by a multinational telecommunication firm in a Nigerian university library. The

research used both quantitative and qualitative methods, with a multistage sampling technique.

The study found that students who use e-services were significantly predicted by system

quality, service quality, information quality, e-library environment, gender, computer/IT self-

efficacy, and satisfaction with e-services. However, students who are not using e-services cited

factors such as lack of awareness, inadequately skilled ICT manpower, absence of user training,

inadequate ICT infrastructures, inadequate Internet access, and unreliable campus networks.

To improve the use and satisfaction of e-services, attention to the services, resource availability

factors, and service delivery factors are needed. The findings highlight the need for improved e-

service provision in Nigerian academic libraries.

Mulla and Chandrashekara's study found that respondents were highly satisfied with the

performance and quality of OPAC services. They found that OPAC has increased information

retrieval rates, particularly in locating books and other reading materials in the library. This

satisfaction is evident in the search outputs of all respondents.

The Online Computer Library Center (OCLC) conducted a study on user behavior in libraries,

revealing changes in catalogs due to the digital revolution. To meet new challenges, academic

libraries are recommended to reintroduce and upgrade their information technology and

computer systems to provide better services to users. The ultimate goal is for users to be

comfortable and confident using library OPACs for their information needs, regardless of

computer availability or special training. Studies show that a high percentage of library users in

five academic libraries in New Delhi prefer OPAC for searching for library resources, while

others consult library staff for accessing materials. Most users are not aware of the library

catalog and its use, leading them to avoid using it.

The present paper takes place at Chang Jung Christian University (CJCU). The study examines

the importance and performance of the CJCU Library and its overall user satisfaction. A

questionnaire survey was conducted to understand users' perspectives on service quality. The

results showed that overall service quality has a significant positive effect on user satisfaction,

except for responsiveness. The top five important service quality features ranked by users are

collections, loaning and returning service, overall atmosphere, electronic database system, and

online reservation and renewal. The perceived importance of service quality dimensions did not

significantly differ among institutes or statuses.

Kumar's study on service quality and user satisfaction in university libraries in Kerala found

moderately good service quality, with most users being moderately satisfied with various

services, except for responsiveness. Shoeb's study on the overall service quality of the library

system in Bangladesh revealed that perceived services were not meeting user expectations, and

service quality attributes fell short of user perception. Kassim's study on a public university

library in Malaysia found that respondents were only quite satisfied with library services,

infrastructure, place/space, and collection/information. The study aims to examine the quality of

library services and user satisfaction at A.C. Joshi Library, Panjab University, Chandigarh.

RRL

LOCAL

Sayo (2006) highlights the impact of budget constraints on library service delivery,

highlighting the negative impact on user satisfaction. Polls emphasize the importance of

financial allocation in print and collection development, acquisitions, and electronic

media. Rivera (1992) suggests collaboration between colleges and universities for

standardization of library fees and a more generous budget from the general

institutional fund.

Library resources are crucial for cooperation, as noted by Fonseca (1990). Cadatal

(2000) found that most libraries focus on referral services, while others engage in staff

development, inter-library loans, and other activities despite logistical limitations.

Librarians are willing to participate in resource sharing activities, believing it benefits

collection development, resource strengthening, staff development, minimal duplication,

and cost reduction.

Librarians are increasingly focusing on measuring service quality as a crucial

assessment of library performance. Listening to customer voices is the first step in

planning improvement efforts. A culture of service quality assessment helps staff

understand customers' expectations, shaping library services and commitments. Cook

et al. (2001) suggest that users are the best assessors of service quality in libraries.

Uvas (2009) emphasized that SUCs' performance in securing a larger budget is based

on physical, financial, and income achievements, with the library being a crucial

component. Accreditation, a process of ensuring and improving education quality, is

based on external accrediting bodies' assessments using peer reviewers. Accreditation

results are used for government subsidies, scholarships, grants, public information

about university quality, and improving university services. Mabesa (2007) found that

library facilities are a common area in Bicol SUCs that needs improvement.

Foreign

Onifade, Ogbuiyi, & Omeluzor (2013) argue that libraries play a crucial role in the

advancement of knowledge by providing resources and ensuring effective use. Access to

information sources is more likely to be used when they are more accessible. Library access is

provided through various means, such as OPAC, author or subject catalog cabinets, open

access sources, site maps, shelf guides, and self-explanatory signage. Cook & Heath (2001)

emphasize the need for extensive hours and reliable catalogs in user-oriented libraries.

Technology has enabled libraries to offer access to full-text databases, e-journals and e-books,

online search facilities, and delivery services. In a study of Nigerian private university students,

internet facilities were the most used library resources, accounting for 20% of total responses.

Books and monograph resources accounted for 18% of responses, while e-journals and e-books

were the second most used. Sohail, Pandye, & Upadhyay (2012) found that guidance in using

library resources and services is necessary to help students meet their information needs.

Journals, textbooks, and lecture notes were the most popular sources of information for
students. They suggested adding the latest edition of textbooks and reference materials to the

library collection and providing users with guidance on using library resources.

According to library professionals, some librarians believe they can determine the quality of

library services for their users, believing they know their needs and can judge the service's

quality. However, this is irrelevant as the only criterion for evaluating service quality is defined

by users. Users are the most important stakeholders, and without them, the library is just a

"warehouse" of information. The library's success should be measured not by its inputs but by

its activities and outputs, such as circulation transactions, reference questions answered,

classes taught, and student enrollment. Library staff play a significant role in treating users as

important guests, contributing to their satisfaction. Therefore, the library's success should be

measured not by its inputs but by its activities and outputs.

According to Maidabino and Ladan (2015), a university library aims to maintain a balanced

and current collection of reading materials in both print and electronic formats, serving as a

reservoir of scholarly literature. It supports the university's objectives in teaching, research, and

service. The library's primary purpose is to benefit students and teachers, and to function

effectively, it needs resources like CD-ROM databases, e-journals, and internet access, as well

as various services and facilities for effective service delivery.

The study provides an overview of research on service quality and user satisfaction with

academic libraries using the SEVQUAL scale. Hossain & Islam used the modified SERVQUAL

instrument to measure perceived service quality associated with user satisfaction at Dhaka

University Library. The study found that library hours were the only service item that received

exclusive acceptance, indicating high satisfaction. Omehia et al. examined the variation among

academic disciplines, year of study, and socio-economic background in library usage by

students at the University of Uyo. Simmonds & Andaleeb explored the extent to which service

quality factors, resources, and user characteristics affect library usage. Kiran Kumar conducted

a survey using SERVQUAL dimensions to examine the perception of academic staff and the

impact of library services on academic work efficiency. Arshad & Ameen assessed the service

quality of university libraries in Pakistan using a modified SERVQUAL questionnaire. The study

found that users' expectations were higher than their perceptions, indicating a need for

improved service quality and satisfaction in academic libraries.

A university library is a vital component of the research and teaching-learning process,

providing extensive services and access to a wide range of information resources in print and

electronic formats. Its philosophy is to meet the diverse information needs of users engaged in

academic pursuits and research. The success of any library depends on how well a service

satisfies the demands placed upon it by users. User satisfaction and library service quality (LSQ)

are the ultimate goals of libraries as service organizations. Service quality measures how well

the service level delivered matches customer expectations, and user satisfaction is related to

matching user expectations. Both quality service and user satisfaction are closely related and

crucial for the success of any service organization, and university libraries are no exception.The

university library plays a crucial role in the formal education environment, providing advanced

and quality services to students, researchers, and faculties. Understanding user expectations

and satisfaction is essential for improving library services and meeting library objectives. A high

level of service quality is vital for the success of organizations, as it is the heart of the university

system.

According to Olorunsola (2000), job rotation is essential in academic libraries to prevent

monotony and improve staff skills, leading to satisfaction. A study conducted in Nigerian

university libraries found that rotating 52 professional librarians positively impacted staff
satisfaction, leading to higher productivity. MacLean (2006) found that flexible staff deployment

stimulates job satisfaction, encourages better skill utilization, improves retention rates, and

facilitates optimal use of HR in cases of budget constraints. Both positivistic and

phenomenological approaches suggest that job rotation can enhance staff productivity and

satisfaction in academic libraries.

According to Lancaster (1993), effectiveness is defined as the proportion of user demands

satisfied. Satisfaction is a sense of contentment derived from actual experiences compared to

expected ones and is a judgment that a service provides a pleasurable level of consumption.

Library services are a prime example of satisfaction. Assessing service effectiveness from

undergraduates' perspectives is crucial for libraries, as without them, their services would have

little meaning and benefit. Understanding how these users view their services is essential for

university libraries to plan future services effectively.

SYNTHESIS OF THE STATE OF THE ART

- Kukuha ng pinaka related that is applicable for the research

- 5 RRL AND 5 RRS

GAP BRIDGE BY THE STUDY

- Kung anong difference ng research nyo sa other researchers.