Measuring User Experience in Libraries Bridging Reality and Expectations

Abstract

This study aims to evaluate the users' experience in libraries by comparing the actual services provided with their expectations. To achieve this, a descriptive-analytical method was used, which relies on comparing the actual reality with the expectations. The study sample included 15 users from the patrons of the General Secretariat of the Central Library at Al-Mustansiriya University and its branches. Their opinions were first collected about the actual reality, and then their opinions were re-surveyed after experiencing the expectations. A statistical test was applied to check for significant differences between the actual and expected service values. The results showed that the value of W1, after taking the absolute value, was 23, which is less than the critical value of 25, indicating no significant difference between the reality and expectations. In contrast, the value of W2 was 81, which is greater than the critical value of 25, indicating a statistically significant difference. Based on these results, it can be concluded that there is a significant statistical difference between the users' evaluation of the reality and their expectations regarding the services provided in the library, reflecting a gap that requires improvement in the users' experience