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 library resources, services and facilities. But, the study could also identify that there were some areas that users were not much satisfied with, particularly, providing user awareness programs, training on information searching, dissemination of services or providing information through social network media like face book, twitter etc., improving Wi-Fi facilities, improving access to audio visual materials, increasing the availability of electronic databases and providing more online library services. Therefore it is important to conduct information literacy programmes and user awareness progammes in order to make library users aware about new library resources and services and to enhance their information literacy skills. Further, it is recommended that understanding the user information needs, fulfilling those needs and measuring their level of satisfaction on regular basis is essential in order to provide a better service and to establish the sustainability of libraries.