Abstract

Academic libraries require regular user assessments to ensure that their services remain responsive to changing academic and information needs. However, no recent user satisfaction assessment had been conducted at the Library, Trincomalee Campus, Eastern University, Sri Lanka, leaving current service effectiveness, digital access, and emerging user expectations insufficiently documented. This study evaluates user satisfaction with library services at the Library, Trincomalee Campus, Eastern University, Sri Lanka. Using a cross-sectional survey design, data were collected from 101 students across three faculties. Satisfaction was assessed across five service domains: environment and facilities, policies and procedures, information resources, service accessibility, and overall user experience. Descriptive statistics and Pearson’s correlation analysis were used, complemented by thematic analysis of open-ended responses. Findings indicate high satisfaction with staff support and library cleanliness, while lower ratings were observed for availability of updated resources and website usability. Strong correlations were found between overall satisfaction and borrowing policies, document delivery services, and resource relevance. Users emphasized the need for enhanced digital access, flexible policies, expanded collections, and improved study spaces. The study highlights the importance of continuous user-centered evaluation for evidence-based library management and service improvement. The findings provide practical evidence for collection development, digital-service improvement, policy revision, and user oriented library planning. The study also demonstrates the importance of regular user satisfaction assessments for evidence-based decision-making and continuous service improvement in academic libraries.