ICT capability, service quality and client satisfaction of Higher Education Institutions libraries

This descriptive study aimed to determine the ICT capability, service quality, and client satisfaction of the selected Higher Education Institutions' libraries as the foundation for the proposed enhancement program to improve the ICT capability, service quality, and client satisfaction. The respondents were 283 faculty and 345 fourth-year college students as the end-users of the libraries' services, resources, and facilities. The areas assessed were the level of ICT capability in terms of facilities, services, and usability, the level of service quality in terms of the affect of service, information control, and library as place, and the client satisfaction towards the services and resources facilities and personnel. A researcher-made survey questionnaire was utilized, which underwent a validity and reliability test. The questionnaire was converted into Google forms and administered online due to the pandemic, which resulted in lockdowns in all schools. This research used the mean, Analysis of Variance, or F-test to process the data gathered. The findings revealed that the libraries had a moderate ICT capability regarding services, facilities, and usability. However, the level of service quality was very good when taken as a whole and in terms of the affect of service, information control, and the library as the place. The respondents were very satisfied with the services, resources, facilities/physical environment, and personnel of the libraries. Furthermore, ICT capability, level of service quality, and client satisfaction of HEIs Libraries vary significantly. Based on the findings of the study, a proposed enhancement program was designed.