Measuring Customer Satisfaction in Bowen University Library, Nigeria

Measuring Customer Satisfaction in Bowen University Library, Nigeria

Grace Omolara O. Olla (Bowen University, Iwo, Nigeria), Paul Adesola Adekunle (Bowen University, Iwo, Nigeria), Roseline Mitana Oshiname (Bowen University, Iwo, Nigeria) and Ayoola Oluwaseun Ajayi (University of Ibadan, Ibadan, Nigeria)
Copyright: © 2019 |Pages: 21
DOI: 10.4018/IJLIS.2019070101

Abstract

This study examines user satisfaction with the library products and services, facilities and conduciveness of the library environment, and ease of obtaining materials, as they affect their decision in patronizing the library. The study population comprises Bowen University students from diverse disciplines, levels and ages. Data was collected with an adapted questionnaire administered to over 400 respondents using convenience sampling technique. Descriptive statistics were adopted in measuring user satisfaction. Findings revealed that Bowen University Library users were satisfied with the products, services, facilities and conduciveness of the library environment. Nevertheless, a majority of the respondents reported that they seldom obtain materials from the library promptly. It was therefore recommended that library management should work more on training users on how to access materials through available services (e.g. OPAC, Library Portal) provide stable internet services, functional reference service, regular shelf maintenance, provide current information resources.
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Literature Review

Presently, libraries the world over are increasingly reorganizing management and work practices and constantly updating resources and services in order to meet the needs of a wide range of customers. This demonstrates that libraries, like other service providers, are becoming more customer-oriented, customer-driven, and customer-focused. Cozin and Turrini (2008) opined that the focus of the renewal of libraries are the users, evidenced by their opinion about the services provided from the availability of information in various databases to the performance of the professional providing services there.

The urgent need for libraries to give good quality services to customers has led to the automation of some or all library activities. According to Choukhande (2003), “nowhere has the impact of computers been felt greater than in the field of library and information services… libraries are moving further and faster towards total automation and libraries that cannot adjust to these trends will not survive.” With automation, libraries are coming up with different ways to measure customer satisfaction as seen as customer's perception that the service provider's performance meets or exceeds the customer's expectations.

Customer satisfaction is also referred to as user satisfaction or client satisfaction. Applegate (1997) defines it as whether users are satisfied or not with a service or resources in a library. Similarly, Salokun (2007) says it is the extent to which a firm fulfils a customer’s desires and expectations. Automation makes the library system, resources and services more attractive and interactive, while being less complex and tedious thereby helping libraries to meet the users’ expectations. Libraries, the world over serve various customers with varying needs. A successful library will therefore be seen as one that delivers goods and services that consistently satisfy the needs of its users, clients or customers. Thus, the onus lies on the staff of a library to recognize customers' needs and rise to the occasion to satisfy these needs.

Various libraries periodically conduct customer satisfaction surveys to learn how to improve library services and products and keep customers satisfied. These libraries include Iowa State University Library (Public Services & Collections Division,), Victoria University Library (Parker, Maquignaz & Miller, 2001), Leeds University Library (2012), The Administrative Services Team (AST) of the College Center for Library Automation (CCLA) (Jewell, 2009), Association of Research Libraries (ARL, 2010), Loughborough University Library (Walton & Leahy, 2012) and Auckland University of Technology Library (AUT, 2006). A few libraries in Nigeria have also carried out customer satisfaction surveys, though not periodically, to determine the extent to which users are satisfied with products and service delivery (Ugah, 2007; Adeniran, 2011; Ezeala & Yusuff, 2011; Iwhiwhu, & Okorodudu, 2012; Uganneya, Ape & Ugbagir, 2012; Uganneya, Rematu, Abah & Ape, 2013; Onuoha, Omokoje, & Bamidele, 2013; Onuoha, Ikonne & Madukoma, 2013; Ijiekhuamhen, Patrick, & Omosekejimi, 2015; Adekunjo, Adepoju, & Adeola, 2015; Ekere, Omekwu, & Nwoha, 2016; Tiemo & Ateboh, 2016).

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