User Satisfaction on library resources and services: survey conducted in main library of the Open University of Sri Lanka

Abstract

One of the most important measures used for evaluating the service quality of a library is a user satisfaction survey. The objectives of the study were to find out the purposes of using a library and to evaluate user satisfaction towards the library facilities, library staff, library services, library resources and library website of the Open University of Sri Lanka. The population of the study was the university staff and the students who registered in the library of the Colombo regional centre of the Open University of Sri Lanka. Total sample size was 357 inclusive of both university staff members and students. Purposive sampling technique was utilized to get a representative sample. Primary data were collected with the help of a survey using a structured questionnaire, designed specifically for the purpose. Analysis of primary data was done using frequency tables and basic descriptive statistics such as mean, median etc. To measure the validity and reliability of the statements that are used to measure the user satisfaction, Cronbach Alpha testing was used. User satisfaction was evaluated under 05 parameters, such as (a) Library facilities; (b) Library staff; (c) Library services; (d) Library resources and (e) Library Website and Information access. It was identified that the respondents used the library for different purposes. Study results indicated reading, searching library resources, using computers to access information, and borrowing and returning books as the major purposes of using the library. The results of the study also revealed that on average, the respondents were relatively most satisfied with the library staff and their performance and helpfulness, moderately satisfied with the available library services, satisfied with the library website and its facilities and generally satisfied with the library facilities and library resources as a whole. The results also indicated that overall library users are satisfied with the available

Staff Affection, the Key Factor in the Loyalty of University Students using Virtual Library Services that are Accessible by a Physical Access Space, in Developing Countries

“…In relation to employee affection (H4), the results of this research indicated that it does not have a significant influence on user satisfaction, which is different from previous studies [4], [42], [43], [44], [45]. These findings could be due to the fact that, while friendly and empathetic treatment by staff is important [46], it is not a major factor in determining users' satisfaction with the virtual library service.…”

“…• H1: The quality of the system influences satisfaction • H2: The quality of information influences satisfaction • H3: The quality of services influences satisfaction The ability and responsiveness of an employee has an impact on user satisfaction [42]. Therefore, the competencies and behaviour of library staff are relevant to user satisfaction [42], [43], so when employees show appreciation, care and kindness towards users, it can improve the service experience and increase user satisfaction [4], [44]. The work environment, including factors such as situational leadership and motivation, can also influence employee job satisfaction, which in turn affects library user satisfaction, because if employees are happy in their work environment, they are more likely to be committed and motivated in their roles, offering better customer service and a more positive interaction with library users [44].…”

Exploring Undergraduates’ Satisfaction with Library Resources and Services: A Case Study of the Science Library, University of Peradeniya, Sri Lanka

“…Respondents strongly agreed or agreed that library staff was friendly and helpful 91% (336), experienced and well trained 85% (315) and responds effectively and efficiently to users' requirements 80% (300). These findings were in par with results of the studies conducted by Gunasekara (2010), Sivathaasan (2013), Vijeyalaxmy (2015 and Amarasekara and Marasinghe (2020).…”

“…University libraries play a major role in providing information resources required for teaching, learning and research purposes of their community (Amarasekara & Marasinghe, 2020). Currently, academic libraries are facing great challenges due to the global digital revolution.…”

An empirical introspection of the library website from user perspectives: resource gateways versus Web Content Management Systems (WCMS) in higher educational institutions

“…Nevertheless, structure and style of library websites more or less continue to stay as they were during the periods what people called 'normal days.' In a recent survey, it was found that users are highly satisfied only with library catalogue, past examination papers and electronic databases accessed through the websites (Amarasekera & Marasinghe, 2020). In an ever-changing digital world library users may expect even more dynamic web interfaces to exploit information although they are satisfied with existing web-based resources and services.…”