Academic Libraries in the Age of AI: Assessing Student Satisfaction with Digital and Physical Resources

Ntandokamenzi Dlamini

doi:10.25159/2663-659X/20202

Authors

Ntandokamenzi Dlamini UNIVERSITY OF SOUTH AFRICA https://orcid.org/0000-0002-6152-5607

DOI:

https://doi.org/10.25159/2663-659X/20202

Keywords:

academic libraries, user satisfaction, digital resources, artificial intelligence, LibQUAL+ model

Abstract

Academic libraries remain vital hubs of knowledge and learning, evolving rapidly in the age of digital technology and artificial intelligence (AI). This study examines student satisfaction with academic library services in the age of AI by focusing on how students experience and evaluate both physical resources (such as study spaces, facilities, and print collections) and digital resources, including AI-driven technologies. The study is grounded in the LibQUAL+ model, which highlights the importance of environment, facilities, collections, services, and staff in shaping user satisfaction. It was conducted at a rural South African university and adopts a qualitative, interpretative approach to understand how students perceive and evaluate their library experience. The key themes identified include the library environment, facilities, collections, services, and staff, with particular emphasis on the role of digital access and AI-enhanced resources in shaping user satisfaction. The findings reveal that while students appreciate reliable Wi-Fi, e-resources, and knowledgeable staff, challenges such as noise, maintenance issues, outdated print collections, limited study spaces, and staffing shortages affect their overall experience. The study highlights the importance of integrating digital innovations with traditional library services to meet evolving student needs. Recommendations emphasise improving library infrastructure, fostering collaboration between academic and library staff, and leveraging AI to enhance resource accessibility. This study contributes to understanding how academic libraries can remain relevant and supportive of student success in an increasingly digital and AI-driven educational environment.

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