Survey of users’ level of satisfaction toward inclusive management and marketing of library service in Nigeria
KeywordsLibrary services, User satisfaction, Library marketing, Library management, Library resources
Aim: Information and Communication Technologies (ICTs) brought significant innovation and improvement to library services and methods of meeting user needs. Assessment of user satisfaction with the various library services is an important variable toward inclusive library management and marketing of library services in the 21st century. With the application of ICTs bringing about different resources and various accessibility modes (print and online), it became necessary to investigate user satisfaction with various available library resources and services.
Methods: The study addressed user satisfaction using adapted customer satisfaction scores (CSAT) metric with Rodski Survey to elicit information from 560 respondents that visited the library within the space of one week. The questionnaire was given to the respondents during their library visit twice daily for one week and the process excluded those that have filled the questionnaire before.
Results: The data collected were analysed using descriptive statistics. The findings revealed the level of user satisfaction to be average. It was also discovered that the resources in the library did not meet their information needs as the majority responded that the resources are inadequate and the overall assessment of their interaction with librarians is excellent despite the inadequate resources.
Conclusion: Based on the findings, recommendations were made to create a holistic marketing strategy to improve usability of the library, to acquire more resources and funding to meet user expectations, and to address the need for adequate management of library resources.
Adeniran, Pauline. 2011. “User satisfaction with academic libraries services: Academic staff and students perspectives.” International Journal of Library and Information Science 3 (10): 209-216.
Babalola, Yemisi. 2014. “Repositing Nigerian Academic libraries for quality service.” Jewel Journal of Librarianship 7(1): 119-123.
Business Dictionary. 2020. “Satisfaction.” Accessed July 27, 2021. https://www.dictionary.com/browse/satisfaction.
Chandratre, Shripat V., and Meghana S. Chandratre. 2015. “Marketing of Library and Information Services.” Journal of Commerce & Management Thought 6 (1): 162-175. https://doi.org/10.5958/0976-478x.2015.00011.7.
Coffman, Steve, and Linda Arret. 2004. “To chat or not to chat, taking another look at virtual reference, part 1.” Searcher 12(7): 38-47.
Das, Basanta Kumar, and Sanjay Kumar Karn. 2008. "Marketing of library and information services in global era: A current approach." Webology5(2). https://www.webology.org/data-cms/articles/20200515040008pma56.pdf.
Edewor, N., Faith Okite-Amughoro, Ngozi. P. Osuchukwu, and Dennis E. Egreajena. 2016. “Marketing Library and Information Services in Selected University Libraries in Africa.” International Journal of Advanced Library and Information Science 4 (1): 291-300.
Ezeala, Lily Oluebube, and Eunice OlufunmilolaYusuff. 2011. “User Satisfaction with Library Resources and Services in Nigerian Agricultural Research Institutes.” Library Philosophy and Practice (e-journal) 3.https://digitalcommons.unl.edu/cgi/viewcontent.cgi?article=1595&context=libphilprac.
IkenweIguehi Joy, and IdowuAdegbilero-Iwari. 2014. “Utilization and user satisfaction of public library services in south- west, Nigeria in the 21st century: a survey.” International Journal of Library Science 3(1): 1-6.
Ikolo, V. E. 2015. “User satisfaction with library services: a case study of Delta State University library.” International Journal of Information and Communication Technology Education, 3(1): 80-89.
Kotler, Philip. 1996. Marketing for nonprofit organizations, 2nd edition. New Delhi: Prentice-Hall of India.
Mohindra, Rakesh, and Anil Kumar. 2015. “User Satisfaction Regarding Quality of Library Services of A.C. Joshi Library, Panjab University, Chandigarh.” DESIDOC Journal of Library & Information Technology 35(1): 55-60.
Mwageni, Rhodes Elias. 2020. “The Use of digital devices in marketing library products in an inclusively engaged academic library”. In Handbook of Research on Digital Devices for Inclusivity and Engagement in Libraries, edited by T. Adeyinka, 22-45. Hershey, PA: Information Science Reference, an imprint of IGI Global, Chapter 2. https://doi.org/10.4018/978-1-5225-9034-7.ch002.
Okon, Michael. E., and MbuotidemO.Umoh. 2014.“Marketing of information and library services in Nigerian university libraries: The way forward.” Information and Knowledge Management 4(6): 29-33.
Okorie, Chituru Nancy. 2010. “Utilization of automated electronic information services: A case study at the University of Agriculture Library, Abeokuta, Nigeria. Chinese Librarianship: An Electronic Journal 29. http://www.iclc.us/cliej/c129okorie.pdf.
Oliver, Richard L. 1997. “Satisfaction: A behavioural perspective on the consumer.” New York: McGraw-Hill Companies, Inc.
Oluwunmi, A. O., O. D. Durodola, and C. A. Ajayi. 2016. „Students’ perceived quality of library facilities and services in Nigerian private universities.” Journal of Education and Training Studies 4(5): 41-50. http://dx.doi.org/10.11114/jets.v4i5.1396.
Oyelekan, Go, and Ja Iyortsuun. 2011. “An evaluative study of reader services in University of Agriculture library, Markurdi.” An International Journal of Information and Communication Technology 8(2): 129-137.
Sharma, Ajay Kumar, and SapnaBharadwaj. 2009. “Marketing and Promotion of Library Services.” ICAL 2009 –Advocacy and Marketing. 461-466.
Smith, Daniella. 2018.Growing Your Library Career with Social Media. Chandos Publishing. https://doi.org/10.1016/C2016-0-02426-9.
Sriram, B. and M. Rajev. 2014. “Impact of Academic Library Services on User Satisfaction: Case Study of Sur University College, Sultanate of Oman.” DESIDOC Journal of Library & Information Technology34: 140-146. https://doi.org/10.14429/djlit.34.4499.
Tella, Adeyinka, K. A.Owolabi, R. OkechukwuAttama. 2009. Student use of library: A case study at AkanuIbiam Federal Polytechnic, Unwana, Nigeria.” Chinese Librarianship: An International Electronic Journal 29: 1-17. https://www.academia.edu/28030418/Student_Use_of_the_Library_A_Case_Study_at_Akanu_Ibiam_Federal_Polytechnic_Unwana_Nigeria.
Thakuria, Pranjit Kumar. 2007. “Concepts of quality in library services: an overview.” In 5th Convention Planner-2007. Gauhati University, Guwahati, December 7-8. 412-420. https://citeseerx.ist.psu.edu/viewdoc/download?doi=10.1.1.1080.6179&rep=rep1&type=pdf.
Tiemo, PerewareAghwotu, and Benedict AlaoweiAteboh. 2016. “Users’ satisfaction with library, information resources and services: A case study of college of health sciences library, Niger Delta University, Amassoma, Nigeria.” Journal of Education and Practice 7(16): 54-59.
How to Cite
Copyright (c) 2021 the Provincial Public Library - the Copernicus Library in Torun
This work is licensed under a Creative Commons Attribution-NoDerivatives 4.0 International License.
Authors sign the license agreement, where authors have copyright but license exclusive rights in their article to the publisher. In this case authors have a range of rights, including:
- The right to share or reuse their article in the same ways permitted to third parties under the Creative Commons Attribution-NoDerivatives 4.0 (CC BY-ND 4.0) license. Following it, the author can "copy and redistribute the material in any medium or format for any purpose, even commercially. The licensor cannot revoke these freedoms as long as you follow the license terms."
- Authors retain patent, trademark and other intellectual property rights (including research data).
- Authors receive proper attribution and credit for the published work.
Number of views and downloads: 280
Number of citations: 0