International Journal of Library and Information Science Vol. 3(10), pp.

209-216, November 2011

Available online [Link]
DOI: 10.5897/IJLIS11.045
ISSN 2141 – 2537 ©2010 Academic Journals

Full Length Research Paper

User satisfaction with academic libraries services:

Academic staff and students perspectives
Pauline Adeniran
Redeemer‟s University, Serials & Documents Librarian, Ogun State, Nigeria. E-mail: Omedop2006@[Link].
Tel: 08027883540.
Accepted 18 November, 2011

Academic libraries are presently faced with challenges as a result of the introduction of information
technology which has led to an increase in competition among information providers. Libraries must
improve the quality of their services to enable them face the challenges of information explosion in the
21st century. Service oriented organizations have identified the customer or user as the most critical
voice in assessing service quality. For assessment of service quality to be effectively carried out in
academic libraries, it is imperative to investigate what service quality is to users. This paper examines
the relationship between service quality and users’ satisfaction at Redeemer’s University and examines
how user surveys have been employed in a number of previously published literatures. A questionnaire
was used as a data collection instrument for the study. The study revealed that of the academic staff
and students who formed the population for the study, students were found to have used the library
most; the College of Management Sciences had the highest frequency of use and it also showed that
users were satisfied with the services of the library.

Key words: Redeemer‟s University, user satisfaction, academic libraries, services.

INTRODUCTION

Academic libraries are libraries attached to academic critical for service organizations to position themselves
institutions of learning to serve teaching and research strongly in a competitive environment (Jayasundara,
needs of students and staff. These libraries serve two 2008).
complementary purposes: to support the university
curriculum, and to support research of the university
faculty and students. In process, the library plays a key Historical background of Redeemer’s University
role in the nation building process. Cullen (2001) noted
that academic libraries today are facing their greatest Among private universities in Nigeria, Redeemer‟s
challenge since the explosion in tertiary education and University (RUN) was established out of the desire of the
academic publishing the world over. The author further Redeemed Christian Church of God (RCCG) to create
argued that the global digital revolution is affecting both and impact university education in the country having
the traditional forms of the creation, organization, and realized the role university education can play in the
dissemination of knowledge and the world of tertiary social and technological development of a nation. This
education itself. Academic libraries should strive to laudable thought started becoming a reality when in
survive and grow their user base focusing on meeting 1993; the Federal Government of Nigeria promulgated a
their users‟ expectations. Jayasundara (2008) in his decree allowing private individuals and organizations to
paper notes that user perceptions and expectation establish private universities in the country (Redeemer‟s
studies have become one of the most popular studies in University 1st Convocation Programme, 2009). The
the area of service quality in many academic libraries. parent body of this university monitored the development
The user expectations and satisfaction has been used to of tertiary education in the country with particular
determine the service quality which is been seen as attention to the inability of a high percentage of eligible
210 Int. J. Lib. Inf. Sci.

candidates to secure admission to various programmes Research questions

in the existing public universities in the country. The
proprietors not only thought of establishing a private The study was guided by the under listed research
university to provide for additional places to absorb the questions:
growing student population in the country but to also
considerably improve upon the existing standard of
teaching and learning in the universities. The proposal to Personal information
establish Redeemer‟s University is therefore a noble
effort towards producing the requisite high level person i) What is the status of the academic staff and students?
power required for the development of the nation. Having ii) What is the gender of respondents?
fulfilled the National Universities Commission (NUC) iii) What college do the academic staff and students
criteria for establishing a private university in the country, come from?
the Federal Government granted an operating license to
the Redeemer‟s University on 7th January, 2005. The
university took-off at the temporary site in the Use of library
Redemption City in October, 2005 with three colleges,
namely: College of Humanities, College of Management i) Which academic staff and students have the highest
Sciences and College of Natural Sciences. Four hundred frequency of library use?
and seventy-three (473) pioneer students matriculated ii) Do the users obtain materials on current research
into the colleges to pursue bachelor degrees in various areas in the library?
programmes in September, 2005 (Redeemer‟s University iii) Is users‟ acquiring access to needed information
1st Convocation Programme, 2009). The university promptly?
library took off along with the institution the same year. iv) What is the users‟ opinion of the conduciveness of the
It is rich in current literature in the humanities, library environment?
management sciences and natural sciences. It has a
collection of approximately 18,000 volumes as at the end
of 2010. The library also stocks current journals both print Library services
and electronic in all the disciplines which the university
runs. The collection also includes non-print materials, i) Do the users find the library staff efficiency relatively
slides, videos and transparences. The library is fully satisfactory?
automated, with facilities in the virtual library and all ii) Do library employees provide relevant and
offices. personalized service?

Statement of problem REVIEW OF RELATED LITERATURE

Libraries are established to provide information resources Libraries are service oriented organizations established
and services to meet users‟ information needs. The for the provision of relevant information resources and
purpose of a library is defeated if its users are not quality services to meet their users‟ information needs.
satisfied with the resources and services it provides. This Sowole (1995) noted that users are described as the
study is set to find out if users of Redeemer‟s University raison (reason for existence) of the library. Meeting the
library are being satisfied with the services the library information needs of users requires the provision of the
renders. actual information resources and services that will satisfy
the needs of users. Simmonds (2001) stated several
factors that can influence user‟s satisfaction; these
Objectives of the study factors include responsiveness, competence and
assurances, tangibles and resources. Sowole (1995)
This study is undertaken to: implored librarians to make maximum efforts to ensure
that their library users derived the best possible benefits
1) Identify who amongst the academic staff and students from the services they render. Materials are to be
used the library the most; provided by libraries to support the learning, teaching and
2) Identify the college that has highest frequency of research processes and to provide assistance to users.
library use; Simmonds and Andaleeb (2001) argued that providing
3) Identify any challenges faced by users in obtaining quality services in academic libraries is now a major
needed library materials; and issue among academic librarians; they see the library
4) Examine the extent of users‟ satisfaction with the more in terms of the provision of and access to service
library services. quality than as just a physical place. Technology and
 Adeniran 211

automation have also changed the way people perceive collection of the Federal Medical Centre Library, Owerri,
libraries. As a result, the roles of libraries and librarians Nigeria. His findings reveal that the librarians were not
themselves have been re-evaluating their role as proactive and that there was no personalized information
reflected in many literatures. They emphasize the service in place. The author concludes that the basic
provision of good library service as more important to the tools and facilities for the delivery of qualitative library
users than the mere physical library building. This services are either available in inadequate quantities or
perspective as stated in Simmonds and Andaleeb‟s completely non-existent; this according to him explains
article entitled: „Usage of Academic Libraries: The role of why most of the patrons are not satisfied with the library.
service quality, resources, and user characteristics‟ A number of recommendations were offered to improve
(2001) is evidence in several recent studies on user‟s the situation. Dougherty and Marthy (2008) say when a
satisfaction with library services with academic libraries customer contacts companies for service, they care
services. The authors stressed that access to information about certain things. Their recent research demonstrates
provided by libraries is seen as more important than the that most customers care most about two things: is the
materials physically available in a library. Quality service frontline employer knowledgeable? And is the problem
is a competitive necessity for businesses and service resolved on the first call? The result shows that more
organizations. Assessing service quality is therefore the than half of the customers surveyed across industries say
first step in retaining costumers in today‟s competitive they have had a bad service experience, and nearly the
environment. same fraction think many of the companies they
When library customers are faced with a variety of interacted with do not understand or care about them. On
alternative channels of information delivery, many of the average, 40% of customers who suffer through bad
which are more convenient and can compete on cost, experiences stop doing business with the offending
libraries need to re-examine the range and quality of company. The findings here serve as inspiration for this
services they provide and develop systems for study. Mundt (2003) conducted a research on user
consultation and cooperation with their customer needs satisfaction in order to determine the quality of service in
and customer expectations to the highest degree. Abagai selected libraries. The survey carried out indicates that
(1993) noted that the use of library by users and indeed comparative data are a suitable means of identifying
their satisfaction with library services depend on the cases of “best practice” in services institutions. Customer
availability of suitable learning materials, accommodation satisfaction is regarded as customers can get more
and competent staff in the library. On further comment, benefits than their cost (Liu and Yen, 2010). Customer
Abagai argued that the main objective of any library is to satisfaction plays the most important role in total quality
support the parent institution; such an objective is management. In comparison with other traditional
achieved through systematic acquisition and organization performance measures, customer satisfaction is probably
of all forms of recorded information in all fields pertinent less sensitive to seasonal fluctuations, changes in costs
to the goals of the institution and by making such or changes in accounting practices (Kotler, 2006).
information available to the members of the institution. Therefore, many researchers consider customer
Simmonds and Andaleeb (2001) posited that by providing satisfaction to be the best indicator of a company‟s future
quality services and satisfaction to users, academic and profit. Martensen and Gronholdt (2003) reviewed
research libraries can distinguish their services through literatures and surveyed focus groups indicating that key
friendly, helpful and knowledgeable advice and the best determinant for library service quality were: electronic
technological resources available. Because academic resources, collections of printed publications, other library
libraries users have varying needs and expectations, it is services, technical facilities, library environment and
the responsibility of the library staff to know these needs human side of user service. Majid et al. (2001) applied a
and expectations and strive to meet them. Igben (1993) questionnaire survey to investigate all possible factors
noted that for a library to be most functional, the services that had great impact on library performances. The
it renders should correspond closely with the needs of its results showed that collections, equipment and physical
users. Ensuring that relevant information resources are facilities were viewed as most important issues. Brady et
provided and made accessible to users goes a long way al. (2001) employed LISREL analysis to study customers
to encourage users to visit the library more often. of fast-food restaurant in America and Latin America. The
Simmonds and Andaleeb (2001) stated that the results indicated that there was a certain relationship
effectiveness of libraries has often been measured by the between a quality and customer satisfaction based on
volume of library materials available to clients, the different cultural background. In addition, service quality
amount of use of services and resources, and the had significantly impacts on customers‟ satisfaction.
apparent or quantified satisfaction of clients. Song (2009) Sureshchandar et al. (2002) found that service quality
writes on designing library services based on user needs. and customer satisfaction were highly related. User's
He notes that user needs change continuously and expectations have increased as a result of rapid
recognizes also the need to reach out to users with new development of advanced information technology,
services. Nnadozie (2006) evaluates the services and increasing generation of new knowledge and information
212 Int. J. Lib. Inf. Sci.

Table 1. Users‟ status.

Status Frequency Percent (%)

Academic staff 7 3.7
Student 179 95.7
No response 1 5
Total 187 100

Table 2. Distribution of users by gender.

Gender Academic staff Percent (%) Students Percent (%)

Male 5 3.7 62 34.4
Female 2 28.6 118 65.6
Total 7 100 180 100

availability from both printed as well as online media. eight hundred (800) students in 200 levels and above. The
User satisfaction and optimization of resources have questionnaire was administered to seven (7) academic staff and
one hundred and seventy nine (179) students who visited and used
become important areas for libraries to maintain the library within the period of research through the assistance of
awareness of. Many libraries especially the university the Library assistants. A total of one hundred and eighty-seven
libraries are focusing on evaluation of the users' needs (187) questionnaires were duely completed and found useable for
and their satisfaction with their services. User surveys the study. The questionnaire was in three parts. Part A elicited
can provide useful perceptions of service quality in background information such as status, gender and college of
libraries. For example Texas University libraries respondents. Part B was used to elicit information on respondents‟
usage of library while part C elicited information on respondents‟
conducted focus group studies in 2001 with graduate and perception of the library and employees. The data was analyzed
undergraduate studies in order to gather specific using simple percentages and frequency counts. Table 1 showed
information related to their satisfaction with and the breakdown of the target population by status. The table
confidence in the assistance provided at library service revealed that of the 187 (100.0%) respondents, seven (3.7%) were
points. The sessions revealed that users were generally academic staff, 179 (95.7%) were students while one (5%) of the
respondents did not indicate the status. From the table, it was
pleased with the assistance provided them by
revealed that students used the library most. Table 2 revealed that
professional staff at reference desks and that they found of the seven (100. 0%) academics who used the library, 5 (3.7%)
librarians to be usually patient and helpful although there were male academics, 2 (28.6%) female academics while 62
were some elements of dissatisfaction identified by the (34.4%) of the 180 (100%) students were male and 118 (65.6%)
respondents. The findings of such studies are being used were female. This indicated that more male academics used the
to improve library directional tools and to improve staff library than the female academics while female students have the
highest number of usage.
training for public service staff (Crowley and Gilreath, Table 3 showed that of the 187 (100%) respondents, 62 (33.2%)
2002). Similarly King (2005) and Hiller (2001) have were from the College of Humanities, 87 (46.5%) were from the
mentioned that the information needs and expectations College of Management Sciences, 35 (18.7%) were from the
are continuously changing in the rapidly changing College of Natural Sciences while 3 (1.6%) did not indicate their
information scenario. Libraries need to re-orient their college. This indicated that majority of the users were from the
collections, services and facilities to keep pace with these College of Management Sciences. When the participants were
asked to indicate how often they used the library, 4 (57%) of the 7
advancements. (100%) academic staff as shown in Table 4 said they used the
User feedback is considered as a more reliable factor library very often, 2 (28.6%) indicated that they used the library
in measuring the utility and effectiveness of any library. often while 1 (14.3%) said he did not use it often.115 (63.9%) of the
This is the reason that library user surveys have become 180 (100%) students who responded to the question that sought to
widespread in academic libraries during the past twenty know how often they used the library said they used it very often,
59 (32.8%) stated that they used the library often while 13 (7%) of
years. Surveys have often been used as a tool to assess
the them said they did not use the library often. This clearly
service quality and user satisfaction. revealed that majority of the participants that used the library very
often were students. When the participants were asked if it was
easy for them to obtain materials on current research areas in the
METHODOLOGY library, a majority of them as revealed in Table 5 indicated that it
was easy. More than half 101 (54%) of the total participants agreed
The survey research method was adopted for this study because they easily had aces to current materials on current research areas,
similar studies adopted this approach. A questionnaire was 50 (26.7%) disagreed that it was easy to access materials on
designed and used to collect data for this study. Population for the current research areas while 36 (19.3%) were indifferent. The
study comprises of one hundred and fifty (150) academic staff and figures presented in Table 5 therefore showed that more than half
 Adeniran 213

Table 3. Breakdown of participants by colleges.

College Frequency Percent (%)

Humanities 62 33.2
Management sciences 87 46.5
Natural sciences 35 18.7
Total 184 98.4
No response 3 1.6
Total 187 100

Table 4. Frequency of respondents‟ use of the university library.

Frequency of use Academic staff Percentage (%) Students Percentage (%)

Very often 4 57 115 63.9
Often 2 28.6 59 32.8
Not often 1 14.3 13 7
No response 0 0 0 0
Total 7 100 180 100

Table 5. Perception of access to materials on current research area.

Perception of access Frequency Percentage (%)

Agreed 101 54.0
Disagreed 50 26.7
Indifferent 36 19.3
Total 187 100

Table 6. Process of obtaining needed information for research from

the library is promptly.

Process Frequency Percentage (%)

Agreed 76 40.6
Disagreed 75 40.1
Indifferent 36 19.3
Total 187 100

of the participants easily had access to current research areas in 168 (89.8%) of the total participants agreed. 7 (3.7%) disagreed, 10
the library. From Table 6, 76 (40.6%) of the total participants (5.3%) were indifferent while 2 (1.1%) did not respond to the
agreed that they obtained the needed information from the library question (Table 8). This clearly shows that the library environment
promptly. 75 (40.1%) disagreed while 36 (19.3%) were indifferent. was conducive for learning, teaching and research activities. In
This showed that only an average number of the participants were Table 9, 139 (74.3%) of the 187 (100%) agreed that the library staff
actually satisfied with the time taken to obtain information in the were efficient in discharging their duties. 24 (12.8%) disagreed, 22
library. (11.8%) were indifferent while 2 (1.1%) did not respond to the
On participants reaction to the question on time and ease of question. The data presented therefore indicated that the library
ordering materials not available in the library, 27 (14.4%) of the 187 staffs were efficient. Of the 187 (100.0%) participants, 109 (58.3%)
(100.0%) agreed that time taken was insignificant and obtaining agreed that the staff of the library provided relevant and
materials was easy. 91 (48.7%) disagreed, 60 (32.1%) were personalized services. 32 (17.1%) disagreed, 44 (23.5%) were
indifferent while 9 (4.8%) did not respond to the question (Table 7). indifferent while 2 (1.1%) of the participants did not respond to the
This revealed that majority of the participants found it difficult to question that sought to know if the library staff do provide relevant
obtain materials that were not in the library. When the participants and personalized service (Table 10). This implied that the
were asked if the library environment was conducive for learning, participants perceive the services of the library staff to be
214 Int. J. Lib. Inf. Sci.

Table 7. Ease of obtaining materials not available in the library.

Ease of obtaining materials Frequency Percentage (%)

Agreed 27 14.4
Disagreed 91 48.7
Indifferent 60 32.1
No response 9 4.8
Total 187 100

Table 8. Respondents‟ perception of the library environment.

Perception Frequency Percentage (%)

Agreed 168 89.8
Disagreed 7 3.7
Indifferent 10 5.3
No response 2 1.1
Total 187 100

Table 9. Respondents‟ perception of the library staff efficiency.

Perception Frequency Percentage (%)

Agreed 139 74.3
Disagreed 24 12.8
Indifferent 22 11.8
No response 2 1.1
Total 187 100

Table 10. Respondents‟ perception of the library services.

Perception Frequency Percent (%)

Agreed 109 58.3
Disagreed 32 17.1
Indifferent 44 23.5
No response 2 1.1
Total 187 100

satisfactory. Table 11 summarized the comments of participants on DISCUSSION

the library employees and services to the university community. 6
(3.2%) of the 187 (100%) participants asked that the academic staff
of the University should be encouraged to visit the library. 12 (6.4%)
The findings of this study revealed that users‟ satisfaction
suggested that the library staff should smile whenever they were is a function of the quality of staff and services of a
approached for assistance. 8 (4.3%) said that the library staff were library. This implies that user-satisfaction with services in
nice, that they responded to them promptly. 16 (8.6%) suggested libraries which are well-stocked and the materials
that relevant textbooks should be provided for the various courses properly arranged and manned by well-qualified
offered in the university. 6 (3.2%) said the library staff were experienced staff would be significantly higher than user
sometimes slow when attending to them.
22 (11%) commented that a conducive environment should be
satisfaction with libraries with less qualified and impolite
provided for reading in the library. 3 (1.6%) said more computers staff. Users will always be encouraged to make use of the
should be provided for the virtual library. Out of the 187 library where the quality of services rendered to them will
participants, 86 (46%) did not provide comment to the question. help to satisfy their requests. The study also revealed
 Adeniran 215

Table 11. Respondents‟ comments on library employees and services to the university community.

Comments Frequency Percent (%)

Recommend the academic staff to visit the library. 6 3.2
The library staff should smile when we approach them. 12 6.4
The library staffs are nice; they respond fast to queries. 8 4.3
Relevant textbooks should be provided for different courses. 16 8.6
The library employees are sometime slow when attending to users. 6 3.2
Conducive environment should be provided. 22 11
More computers should be provided in the virtual library. 3 1.6
No response 86 46.0
Total 187 100.0

that provision of relevant information materials, access the level of frequency of their use of the library; the level
point and conducive environment for learning, teaching of ease at which users obtain needed materials from the
and research lead to an increase in the use of library. library and examine the level of users‟ satisfaction with
These findings confirm the earlier findings of Simmonds the library services:
and Andaleeb (2001), Abagai (1993), Martensen and
Gronholdt (2003), King (2005) and Hiller (2001). These i) The management of the Redeemer‟s University library
studies observed in their findings that with qualified and should ensure that users have input in what the library
experienced library staff, quality services are rendered to would stock.
users who will always be encouraged to visit the library ii) The management of Redeemer‟s University library
again. These studies also found that if services rendered should seek audience with the academic staff on what
to users correspond with their needs, if users‟ needs are the library should provide.
identified and satisfied and if easy access point to library iii) The user community should be adequately informed of
resources is provided, if conducive environment is what materials were available on the library website.
created for teaching and research activities, readers will iv) The management of Redeemer‟s University library
be encouraged to visit and use the library resources should endeavor to seek the opinion of users as to how
frequently. the library services could further be improved.
v) The management of the library should intensify effort in
enhancing the internet access in the virtual library.
Conclusion vi) The Redeemer‟s University library management
should organize in-house training for staff to further
Based on the findings of this study, it was concluded that improve the quality of their services.
users of Redeemer‟s University library were satisfied with vii) Students should be sensitized to the importance and
the library services, however, there is need for type of materials in the library during library orientation
improvement in the services provided by the library. The and how they can use the materials for assignment and
study has provided data on the perception of academic research work.
staff and students about the library staff. The purpose of
this study is to enable the library to improve on the
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