User satisfaction with academic libraries services: Academic staff and students perspectives

Abstract

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.