Vol. 6, Issue 2, Part F (2024)

This study investigates the relationship between user satisfaction and librarian responsiveness within web-based library reference services. As libraries increasingly transition to digital platforms, the quality of virtual interactions becomes central to maintaining user engagement and trust. Through a mixed-methods approach, data were collected from 300 users via structured questionnaires and from 15 librarians through in-depth interviews. The results reveal that response timeliness, personalized communication, and empathetic tone significantly influence user satisfaction. Users who received responses within one hour reported higher satisfaction levels, while delayed or impersonal replies led to negative experiences. Librarians acknowledged challenges such as high workloads, technical barriers, and unclear queries but emphasized strategies like proactive communication and structured workflows to improve service quality. The study concludes that librarian responsiveness is a key determinant of satisfaction in online reference environments and recommends investing in staff training, user-centered policies, and blended AI-human support models to enhance service effectiveness in digital libraries.