UTILIZATION OF TECHNOLOGY IN ASSESSING OPERATIONAL SERVICES IN PUBLIC LIBRARY TOWARDS CLIENT SATISFACTION

Abstract

The digital revolution has significantly transformed public libraries, improving book management, staff scheduling, document organization, and user record-keeping. While manual tasks remain essential for maintaining library efficiency, they can be time-consuming and prone to errors. By integrating technology, these processes can be streamlined, reducing employee workload and enhancing overall productivity. In particular, digital innovations have reshaped the operations of public libraries—especially within the Division of Readers’ Services—at both global and local levels. This study employed both descriptive and quantitative research methods, using a survey questionnaire as the primary data-gathering tool. A convenience sampling approach was applied, with 50 clients of the Public Library serving as respondents. Data collection and analysis were conducted through the use of questionnaires. The weighted mean was utilized to assess responses, while Pearson's correlation coefficient was applied to determine whether there is a significant relationship between technology utilization and client satisfaction. Overall, the study concludes that technology significantly impacts client satisfaction by improving various service aspects, though further investment is needed to address existing gaps. The findings show that clients of the Quezon City Public Library strongly agree that the use of technology in the library is both accessible and efficient. In particular, the library is consistently accessible to its users.

Most clients are under 25 years old, indicating that the library is widely used by young people and students. This is a positive sign, as it shows that younger generations benefit from library services for their specific needs. The majority of users are female, suggesting that women tend to visit the library more often than men. In terms of visit frequency, clients typically visit the library occasionally—about two to three times per month—likely due to other commitments or priorities.