An analysis of customer satisfaction in academic libraries using MAGAl model: A Case study in central library of ShahidChamran University (SCU)

Document Type : Research Paper


1 PhD Candidate of Knowledge & Information Science, Shahid Chamran University

2 M.A. of Knowledge & Information Science, Shahid Chamran University


Purpose:In recent years, the concept of satisfaction in the field of library and information science have evolved, and today has become the most widely used performance indicators. The purpose of this paper is to use of Magalmodel to study the factors that influence customer satisfaction with central library in ShahidChamran University and to determine the level of the overall satisfaction of the customers of the customers of this library.
Methodology:The study was carried out using a survey methodology. The survey instrument was a questionnaire. The study populationwascomposed ofall members of Central Library in ShahidChamran University. A 250 questionnaire were returned and using SPSS19 and AMOS 19 were analyzed.
Findings: The findings of this study showed that provided information quality has the largest influence of customer satisfaction with a factor of 0.61. The second most influential factor is perceived usefulness with a factor of 0.31. Three predictor variables are the effect of the information quality, customer self-efficacy and staff service quality that had the highest influence on perceived usefulness of library’s customers. The findings also showed that customer self-efficacy with a total value of 0.22 is influence on library’s customer satisfaction.

Originality:The results of this research can help manager and library staff at Central library of Shahidchamran University in providing better library services. Also, the results of thisstudycanhelpincreasecustomer satisfaction level.