Beyond Books: User Satisfaction and Service Experience in Nepal’s University Libraries

Libraries play a crucial role in providing access to information and fostering knowledge development. However, rapid technological advancements have changed user expectations and the ways services are delivered. To remain effective, academic libraries need to incorporate smart technologies and assess how users perceive these innovations. This study investigates user satisfaction with technology-supported services offered by university libraries in Nepal. Using a survey design, data were collected from 600 respondents across 12 universities. Results show that users report moderate satisfaction with services delivered through Learning Management Systems (LMSs), plagiarism detection tools, Resource Management Systems (RMSs), library automation software, and social media platforms. In contrast, services that utilize mobile technologies, AI applications, and other advanced systems are still underdeveloped and not sufficiently adopted. The findings also highlight the limited implementation of Information Literacy (IL) programs, despite their essential role in enabling effective use of emerging technologies. The study emphasizes the need for library authorities to strengthen technological infrastructure, expand IL initiatives, and adopt innovative practices to improve service quality and ensure the long-term sustainability of university libraries in an increasingly digital environment.