An Assessment of User Satisfaction in Academic Libraries: a case study of the Fiji National University Library

Deo, Sandhya (2016): An Assessment of User Satisfaction in Academic Libraries: a case study of the Fiji National University Library.

Abstract

The purpose of this paper is to examine the degree of user satisfaction regarding the Fiji National University library services through library user surveys. The paper elaborates how these user surveys play a significant role in library service quality enhancement for students and academic to conduct their research and advance their knowledge. The FNU Library is ISO 9001:2008 certified and is the only library in the South Pacific holding ISO certification which therefore plays a vital role in carrying out the survey. The survey was carried out from 3rd September to 1st October 2015 with a vision to obtain valuable feedback from the users and to provide high quality and responsive one-stop service at all 16 FNU libraries. The paper describes these surveys, including the end results and the improvements to be adopted. Responses gathered from user surveys provide literally important information for improving library services. Through these user surveys, the library received a large amount of data to be analyzed. A summary of user surveys, including ways of doing things, and putting into use as well as data analysis, might offer reference and practical experience for the FNU libraries. User survey plays an important role in the library's service quality improvement. The paper provides a valuable summary and practical knowledge of the topic.

• Item Type: MPRA Paper
• Language: English
• Keywords: User satisfaction, Service quality, Customer satisfaction, Libraries
• Subjects: I - Health, Education, and Welfare > I2 - Education and Research Institutions > I23 - Higher Education ; Research Institutions; M - Business Administration and Business Economics ; Marketing ; Accounting ; Personnel Economics > M3 - Marketing and Advertising > M30 - General

References

Applegate, R. 1997. Models of satisfaction, In: A. Kent, ed. Encyclopedia of Library and Information Science, Vol. 60, no. 23, New York: Marcel Dekker: 200

Ezeala, L.O and E.O. Yusuff. 2011. “User Satisfaction with Library Resources and Services in Nigerian Agricultural Research Institution.” Library Philosophy and Practice. http://digitalcommons.nl.edu/cgi/viewcontent.cgi?article=1595&context=libphilprac& sei-redi) accessed March 12,2016

Iwhiwhu, B.E. and Okorodudu P.O. 2012. Public library information Resources, facilities and services: user satisfaction with the Edo state central library, Benin City, Nigeria. Library philosophy and practice. [Online].Available: http://unlib.unl.edu/lpp/.

Jayasundara, C. C. (2004). Ethical issues surrounding the use of information in health care. Malaysian Journal of Library and Information Science, 9, 69-80.

Jayasundara, C., Ngulube, P., & Minishi-Majanja, M. K. (2010). Using focus groups to investigate service quality determinants for customer satisfaction in selected university libraries in Sri Lanka. South African Journal of Libraries and Information Science, 76(2), 118-127.

Jayasundara, C.C., (2009). An identification of Critical Success Factors (CSFs) on user perspectives in diffusing e-Information Service in the University of Colombo Library. Sri Lankan Journal of Librarianship and Information Management. 2(2), pp.1–12.

Kaur B, Verma R (2006). Use of electronic resources at TIET library Patiala: A case study. ILA Bulletin 42(3), 18-20

Mashroofa, M. M., and Jayasundara, C. C. (2010). Journal based information services in Sri Lankan University libraries: a study. ALIS, 57(1). [URL: http://archive.cmb.ac.lk/research/handle/70130/171]

Norliya Ahmad Kassim, Khasiah Zakaria and Haslinda Mohamed. 2008. Assessing customer satisfaction on library services and activities in creating a learning environment. Paper presented at the International Conference on Customer Focused Culture, June 2008, at Johor Bahru, Malaysia.

Pinto, M., Fernández-Marcial V., Gómez-Camarero C. (2010). The Impact of Information Behavior in Academic Library Service Quality: A Case Study of the Science and Technology Area in Spain. Journal of Academic Librarianship. 36 (1): 70-78.

Poll, R.; P. Boekhorst (1996). Measuring Quality. International Guidelines for Performance Measurement in Academic Libraries. Munich: Saur. IFLA Publication 76, 171 p.

Rehman, S.U. (2012). “Measuring service quality in public and private sector university libraries of Pakistan”, Pak. J. Libr. Info. Sci. 13 (2012), http://pu.edu.pk/home/journal

Shoeb, Z.H. (2011). “Identifying service superiority, zone of tolerance and underlying dimensions: Service quality attributes in a private university library in Bangladesh”, Library Review, 60(4), 293-311.

Somaratna, S. D., Peiris, C. N., & Jayasundara, C. C. (2010). User expectation verses user perception of service quality in University libraries: a case study. [URL: http://archive.cmb.ac.lk/research/handle/70130/168]

Verma, M.K. (2015). Academic Excellence in Higher Education through Web based Library Services. Contemporary Social Scientist. 7(2), Pp.56-63.