Abstract
This study aims to identify and evaluate the factors influencing users’ satisfaction with library service quality at Hung Vuong University, Ho Chi Minh City. A mixed-methods approach was employed, combining qualitative and quantitative methods, with data collected from 353 respondents. The data were analyzed using partial least squares structural equation modeling (PLS-SEM). The findings reveal six factors that positively affect library service quality: digital library (β = 0.189), responsiveness (β = 0.166), tangibles (β = 0.162), reliability (β = 0.146), service capability (β = 0.142), and empathy (β = 0.133), all of which are statistically significant at p < 0.05. Notably, service quality exerts a strong positive effect on user satisfaction (β = 0.566). The study also indicates that satisfaction levels do not differ significantly by gender, user group, or academic discipline. Based on these findings, six managerial implications are proposed to improve library service quality in the context of digital transformation.

Keywords: PLS-SEM, satisfaction, service quality, SERVQUAL, university library.