Library services and user satisfaction in developing countries: a case study

Abstract

Background: Punjab Institute of Cardiology (PIC) is a recognised teaching hospital for cardiac care in the Punjab province of Pakistan. PIC has established a library to fulfil the research and information needs of health care professionals. This study aims to evaluate the satisfaction of users with the services of PIC library. Methodology: A purposive sample of 15 health care professionals was selected. A semistructured interview technique based on an interview guide was used for collection of data. The data were qualitatively analysed using a thematic approach. Results: Users of PIC library were satisfied with the library collection, organisation, reference and circulation services, staff attitudes, cooling and heating. They were concerned about library space, hours, furniture and environment, and suggested more availability of electronic library services, newer collections, better Internet access and comfortable furniture. Conclusion: The study proved useful to investigate users' satisfaction with the services of PIC library. It concludes that the PIC library should maintain and strengthen the services with which users are satisfied, and improve those about which they are concerned. The study will be useful to libraries in other developing countries for improvement in their services.

Evaluation of Usage and User Satisfaction of Undergraduates on Library Resources and Services: A Study based on the Library of the Institute of Indigenous Medicine (IIM), University of Colombo

“…Senevirathne (2006) pointed out that satisfying the users is the sole aim of every information service. These surveys will help library managers to evaluate the strengths and weaknesses of libraries and provide an opportunity to focus on enhancing user satisfaction (Miraj & Naseer, 2013).…”

Students’ satisfaction with library services and facilities at three regional center libraries of the Open University of Sri Lanka

“…It is common in the developed world for libraries to conduct user satisfaction surveys to improve the level and quality of services offered to users (Mairaj and Naseer, 2013). These surveys help in evaluating the strengths and weaknesses of libraries and provide an opportunity for library managers to enhance user satisfaction.…”

“…These surveys help in evaluating the strengths and weaknesses of libraries and provide an opportunity for library managers to enhance user satisfaction. Despite the numerous advantages, deep analysis of users' perceptions and satisfaction about library services have largely been ignored by researchers and practitioners of library and information science in developing countries (Mairaj and Naseer , 2013). Some recent studies recorded in some developing countries including Sri Lanka are discussed under the literature review section.…”

Library training to promote electronic resource usage

“…Both Liew (2009) and Nguyen and Chowdhury (2011, 2013) address the need for user training. Users may not necessarily request training in digital libraries, though they do address some barriers to using these resources, such as overcoming slow internet access, on their own (Mairaj and Naseer, 2013). However, Van Essen et al (2014) recommend that more work should be done to make potential users aware of the benefits of the resources available.…”