Assessing Current Awareness Services And Satisfaction Of Information Needs Among Library Users: A Case Study Of Library Information Science Students

Assessing Current Awareness Services And Satisfaction Of Information Needs Among Library Users: A Case Study Of Library Information Science Students
Abstract
This study was carried out on assessing current awareness services and satisfaction of information needs among library users: a case study of library information science students in university of Abuja. Specifically, the study aimed at finding out the students’ level of satisfaction at the University of Abuja, determining the influence of library service provision on users’ satisfaction in the University of Abuja library information science libraries, and finding out the challenges of user satisfaction with library services at the University of Abuja library information science Library. The study employed the survey descriptive research design. Questionnaire was used for data collection which was raised against a four Likert scale of Strongly Agree(SA), Agree(A), Strongly Disagree(SD) and Disagree(D), and was analyzed using frequency tables, while the hypothesis were tested using Chi-square statistical tool. A total of 319 respondents were conveniently selected as sample size comprising of the library information science students. Out of the 319 respondents, 285 responses were received, while 259 were validated from the survey. The study adopted the Activity theory. From the responses obtained and analyzed, the findings revealed that Students are satisfied with opening hours of the library, lending services of the library, downloading and printing of online resources services, renewal of library materials, and longer hours of internet services in the library. While they are not satisfied with the enquiry/reference service, photocopying services, inter-library loan service, full access to subscribe database resources, notification of new arrival of library materials, document delivery services and library catalogue is user friendly. Hence, students satisfaction with library services is low. The study also revealed that the provision of library services in the University of Abuja library information science library has an influence on users satisfaction as; it increases the student’s study habit, it equips the student with the knowledge of information search, it makes student master mind how to use the internet effectively, using the library makes the student more active during lectures, it improves the students academic performance, it enables students to compete with other students, it makes the student’s assignment easy to be completed and using the library has reduced the time the student spend on relevant activities. Therefore, library service provision has a significant effect on users satisfaction. Furthermore, the study disclosed the challenges of users satisfaction with library services in University of Abuja library information science libraries include; inadequate space in the library to accommodate students, inadequate library staff, wrong attitudes of the librarians, strict library policies, negative attitude of the students to use the library, inadequate facilities, staff unresponsiveness, slow processing of data and inadequate user education. On the basis of these findings, it was therefore recommended that there should be an introduction of library tours and orientation in University of Abuja across all faculties to acquaint students with most of the library’s services and resources which they are not aware of their existence; students should be able to use library services without being segregated. As a result, all students will regard the library as a neutral space where they can be served without regard for their concerns. This will help to change their negative attitude toward libraries; all faculties at the University of Abuja should have an introduction to library tours and orientation to familiarize students with the most of of the library services and resources about which they are unaware; Provision of library service and user satisfaction in special libraries in Rivers State, using the University of Abuja library information science library as a case study, and to mention but a few.
Table of Content
- Title Page
- Certification
- Dedication
- Acknowledgement
- Table of Content
- List of Tables
- Abstract
Chapter One:
Introduction
- 1.1 Background of the Study
- 1.2 Statement of the Problem
- 1.3 Objective of the Study
- 1.4 Research Questions
- 1.5 Research Hypothesis
- 1.6 Significance of the Study
- 1.7 Scope of the Study
- 1.8 Limitation of the Study
- 1.9 Definition of Terms
- 1.10 Organisations of the Study
Chapter Two:
Review of Literature
- 2.1 Conceptual Framework
- 2.2 Theoretical Framework
- 2.3 Empirical Review
Chapter Three:
Research Methodology
- 3.1 Research Design
- 3.2 Population of the Study
- 3.3 Sample Size Determination
- 3.4 Sample Size Selection Technique and Procedure
- 3.5 Research Instrument and Administration
- 3.6 Method of Data Collection
- 3.7 Method of Data Analysis
- 3.8 Validity of the Study
- 3.9 Reliability of the Study
- 3.10 Ethical Consideration
Chapter Four:
Data Presentation and Analysis
- 4.1 Data Presentation
- 4.2 Analysis of Data
- 4.3 Answering Research Questions
- 4.4 Test of Hypotheses
Chapter Five:
Summary, Conclusion and Recommendation
- 5.1 Summary
- 5.2 Conclusion
- 5.3 Recommendation
- REFERENCES
- APPENDIX
- QUESTIONNAIRE
Chapter One
Introduction
1.1 Background of Study
The library is described as a complete collection of books and other materials resources. According to Adeyemi (2015), a library is a collection of a diverse variety of learning and teaching materials that are housed in a single area and centrally organized and indexed to aid readers. A library, according to R.A. Egunjobi (2016), comprises non-print items such as films, slides, and tapes as well as books and journals. These resources are divided into two categories: material resources (books, journals, CD-ROMs, and dissertation abstracts) and human resources (librarians and support workers).
Similarly, libraries according to Clabo, C.A., (2019) are intended to provide information for specific clients in order to meet their information needs and contribute to the achievement of the general objectives of the institutions, groups, organizations, or agencies for which they work.
In this context, the library, by its very nature and design, is at the heart of supplying the needed information to its users while also achieving the larger goals for which it was created. Furthermore, special libraries are built and structured to provide specialized information for specialized purposes, and academic institutions are well equipped to understanding their information demands, and giving them is simply making knowledge and expertise available to assure user pleasure (students) (Adeyemi 2015).
Hence, satisfaction, according to Andaleeb, (1998) cited in Busayo I.O. (2018), includes the fulfillment of a need or a desire. Similarly, satisfaction among library users can be defined as a user’s satisfaction with his or her information demands or desires. According to Adomi, and Iwhiwhu, (2015), Kotler and Koller describe satisfaction as a person’s sensation of pleasure or disappointment as a result of comparing a product’s purported performance or outcome to the individual’s expectations. User satisfaction, according to Ezeala, and Yusuff, (2011), is based on the degree of perceived quality that matches users’ expectations.
Whence the primary goal of providing library services is to meet the demands of users in the academic environment, it is imperative to satisfy users since it enhances users’ assurance and faith in the services and materials provided to them (Merugu, Nandurdikar & Kumar, 2014 cited in Maliki, & Uche. 2017).
In contrast, the dissatisfaction of library users (particularly academic library users) is compounded by various impediments, including the inability to easily identify the unique use of the library’s services due to new technology, and the difficulty of accessing information sources (Narliya, 2009 cited in Simmonds, P.L. and Andaleeb, S.S. (2015).
Users are also dissatisfied when they do not have access to relevant information, which should be readily available in the library. Thus, its primary goal is to satisfy its users, which can only be accomplished by responsiveness, competence, assurance, tangibles, and resources (Arua. & Chinaka (2019). Real information resources and services that suit the needs of users must be offered in order to meet their information needs.
Furthermore, special libraries are established to perform the following functions: selecting, acquiring, organizing, storing, and preserving information and information resources in manual and electronic formats in accordance with the funding body’s objectives, interests, goals, products, and services. According to Asghar and Shafique (2012), cited in Aju, & Karim, (2020), a library is often concerned with literature of a specific subject or collection of subjects and provides its services to a specific sort of clientele. Asghar & Shafique, (2012)cited in Aju, & Karim, (2020), further declared that the collections in a library are often heavily weighted towards one area of interest in support of a specific user base. Murray (2013) pointed out that a library often provides highly customized selection and analysis of information.
Therefore, library services are limited to a subset of information that is only useful to students and clients enrolled in a specific course of study. For example, the medical library for medical students, the law library for law students, and so on. Thus, students from a variety of disciplines rely on the services provided by libraries designed specifically for their field of study for academic research, acquisition, and gathering of relevant information. Against this backdrop, the intent of this research is to investigate the provision of library services and user satisfaction in Nigerian tertiary institutions.
1.2 Statement of Problem
Special libraries are established to provide adequate services and resources for a specific field of study in order to meet their users’ information needs. To satisfy users, it is necessary to fund the acquisition of necessary up-to-date library materials, such as adequate materials, electronic devices, and internet access, as well as staffing. However, corruption in Nigeria has resulted in a disregard for the importance and necessity of adequately funding special libraries. According to Charles (2018), special institutional libraries in Nigeria are extremely outdated, with a very low level of up-to-date materials available.
Additionally, the recruitment of unqualified staff as librarians has posed more challenges to the provision of quality services in special libraries. Hence, the situation as aforementioned has resulted in poor service delivery in special libraries, thereby affecting the satisfaction of student users and non-student users. Students and other users no longer have access to updated materials coupled with the poor service excellence of the librarians.
Moreover, the inability to easily identify the specific use of the library’s services because of the new technologies, and the difficulty of accessing the sources of information have created more issues in the accessibility and utilization of library services in Nigeria. This has, however, impeded students’ ability to carry out academic activities in libraries. Thus, the above forms the backdrop for this study.
1.3 Objective of the Study
The main objective of this study is to find out assessing current awareness services and satisfaction of information needs among library users: a case study of library information science students, especially the University of Abuja library information science library.
- To find out the students’ level of satisfaction at the University of Abuja.
- To determine the influence of library service provision on users’ satisfaction in University of Abuja library information science libraries.
- To find out the challenges of user satisfaction with library services at the University of Abuja library information science Library.
1.4 Research Question
Research questions provide structure and direction for studies in scientific inquiry. As a result, according to Torty (2021), “research questions should truly constitute an enlargement of the research problem.”
The following research questions were posed in accordance with the study’s objectives:
- What is the level of students’ satisfaction with the use of library services?
- What is the influence of library service provision on users’ satisfaction in the University of Abuja library information science library?
- What are the challenges of user satisfaction with library services in the University of Abuja library information science library?
1.5 Research Hypotheses
A hypothesis refers to an experimental statement, tentative in nature, showing the relationship between two or more variables. It is open to test and can be accepted or rejected depending on whether it agrees or disagrees with the statistical test.
The two hypotheses that were tested in this study are the null and alternative hypotheses.
The null hypothesis reflects that there will be no observed effect in our experiment. In a mathematical formulation of the null hypothesis, there will typically be an equal sign. This hypothesis is denoted by H0. The null hypothesis is what we attempt to find evidence against in our hypothesis test.
The alternative or experimental hypothesis reflects that there will be an observed effect on our experiment. In a mathematical formulation of the alternative hypothesis, there will typically be an inequality, or not equal to the symbol. This hypothesis is denoted by either Ha or by H1. The alternative hypothesis is what we are attempting to demonstrate in an indirect way through the use of our hypothesis test. If the null hypothesis is rejected, then we accept the alternative hypothesis. If the null hypothesis is not rejected, then we do not accept the alternative hypothesis.
- H01: The level of student satisfaction with library services is low.
- H02: Library service provision has no significant effect on users’ satisfaction.
1.6 Significance of the Study
One of the major goals of this research is to educate academic practitioners and students about the need and importance of special libraries in improving academic attainment of their users (students precisely). This is because, if students generally imbibe the culture of making use of the library facilities in school, their academic achievement would improve and the seemingly low academic standards in the school system would be remedied.
Furthermore, the study will unveil the challenges students as library users encounter in the utilization of special libraries in their respective fields of study. And the need for relevant management authorities to curb those challenges so as to promote an effective learning environment for their students.
The study would also proffer recommendations that would remediate the library attendants’ negative attitudes and unfriendly dispositions towards library users, which do not inspire students to come to the library to study.
Furthermore, the study will contribute to the body of existing literature on the topic under study. Hence, it will serve as a source of information for students and researchers who may be likely to carry out studies on related topics.
1.7 Scope of the Study
This study is focused but limited to finding out the students’ level of satisfaction at the University of Abuja, determining the influence of library service provision on users’ satisfaction in the University of Abuja library information science libraries, and finding out the challenges of user satisfaction with library services at the University of Abuja library information science Library. Hence, the study will be delimited to the University of Abuja library information science Libraries.
1.9 Definition of Terms
Library:
This is a separate building or room containing collections of books, periodicals, and sometimes films and recorded music for use or borrowing by the public or the members of an institution.
library:
A library is a library that provides specialized information resources on a particular subject, serves a specialized and limited clientele, and delivers specialized services to that clientele.
Users’ Satisfaction:
Users’ satisfaction is the satisfaction users derive from the library by using the various types of information resources and services to fulfil their information needs for their various daily activities.
1.8 Limitation Of The Study
In the course of carrying out this study, the researcher experienced some constraints, which included time constraints, financial constraints, language barriers, and the attitude of the respondents. However, the researcher were able to manage these just to ensure the success of this study.
1.10 Organization of the Study
This research work is organized in five chapters, for easy understanding, as follows.
- Chapter one is concern with the introduction, which consist of the (overview, of the study), historical background, statement of problem, objectives of the study, research hypotheses, significance of the study, scope and limitation of the study, definition of terms and historical background of the study.
- Chapter two highlights the theoretical framework on which the study is based, thus the review of related literature.
- Chapter three deals on the research design and methodology adopted in the study.
- Chapter four concentrate on the data collection and analysis and presentation of finding.
- Chapter five gives summary, conclusion, and recommendations made of the study.
Chapter Five
Summary, Conclusion and Recommendation
5.0 Introduction
This chapter summarizes the findings of the assessing current awareness services and satisfaction of information needs among library users: a case study of library information science students, using the University of Abuja library information science library as a case study.
The chapter consists of discussion of the findings, conclusions, recommendations, limitations, and suggestions for further study.
5.1 Summary
The findings of this study revealed the level of students satisfaction in use of library services in table 4.3. The findings revealed that students are satisfied with opening hours of the library, lending services of the library, downloading and printing of online resources services, renewal of library materials, and longer hours of internet services in the library. On the contrary, students are not satisfied with an enquiry/reference service, photocopying services, inter-library loan service, full access to subscribe database resources, notification of new arrival of library materials, document delivery services and library catalogue is user friendly. This further indicates that students are not satisfied with majority of the library services. More so, the findings disclosed the influence of library service provision on users satisfaction in University of Abuja library information science library in table 4.4. which include; it increases the student’s study habit, it equips the student with the knowledge of information search, it makes student master mind how to use the internet effectively, using the library makes the student more active during lectures, it improves the students academic performance, it enables students to compete with other students, it makes the student’s assignment easy to be completed and using the library has reduced the time the student spend on relevant activities.
In table 4.5, the findings discovered the challenges of users satisfaction with library services in University of Abuja library information science libraries, among which include; inadequate space in the library to accommodate students, inadequate library staff, wrong attitudes of the librarians, strict library policies, negative attitude of the students to use the library, inadequate facilities, staff unresponsiveness, slow processing of data and inadequate user education.
The tested hypotheses using Regression Statistical tool, showed that the level of students satisfaction with library services is low. And library service provision has a significant effect on users satisfaction.
5.2 Conclusion
Having critically examined the research questions and the research findings, the following conclusion was made based on the information gathered:
- Students are satisfied with opening hours of the library, lending services of the library, downloading and printing of online resources services, renewal of library materials, and longer hours of internet services in the library. While they are not satisfied with the enquiry/reference service, photocopying services, inter-library loan service, full access to subscribe database resources, notification of new arrival of library materials, document delivery services and library catalogue is user friendly. Hence, students satisfaction with library services is low.
- The provision of library services in the University of Abuja library information science library has an influence on users satisfaction as; it increases the student’s study habit, it equips the student with the knowledge of information search, it makes student master mind how to use the internet effectively, using the library makes the student more active during lectures, it improves the students academic performance, it enables students to compete with other students, it makes the student’s assignment easy to be completed and using the library has reduced the time the student spend on relevant activities. Therefore, library service provision has a significant effect on users satisfaction.
- The challenges of users satisfaction with library services in University of Abuja library information science libraries include; inadequate space in the library to accommodate students, inadequate library staff, wrong attitudes of the librarians, strict library policies, negative attitude of the students to use the library, inadequate facilities, staff unresponsiveness, slow processing of data and inadequate user education.
5.3 Recommendation
With respect to the findings and the aim of this study, the researchers therefore recommend that;
- There should be an introduction of library tours and orientation in University of Abuja across all faculties to acquaint students with most of the library’s services and resources which they are not aware of their existence.
- Students should be able to use library services without being segregated. As a result, all students will regard the library as a neutral space where they can be served without regard for their concerns. This will help to change their negative attitude toward libraries.
- All faculties at the University of Abuja should have an introduction to library tours and orientation to familiarize students with the most of of the library services and resources about which they are unaware.
- Provision of library service and user satisfaction in special libraries in Rivers State, using the University of Abuja library information science library as a case study.
- It is important to provide an allocation for library services in the budget. Furthermore, Educational Trust Fund (ETF) grants and assistance should be extended to special
- The issue of space has hindered the effectiveness of library services as a whole. This space issue limits the resources and services provided by the library. Therefore, for the effectiveness of the school/special libraries and their numerous services, they should be provided with adequate room and not a store.
- Library associations such as the Nigerian Library Association (NLA) and the management of the university should regularly organize library orientation for students. This orientation can also involve the visit of other libraries to acquaint the students with the rudiments of libraries, which will attract them to invest more of their time in harnessing the stock of the library.
- Network and related online facilities should be available in the library to attract more information seekers and users, since the need for connectivity can no longer be ignored in this era of information and communication technology.
- Special libraries should be stocked with up-to-date information resources to encourage users, and outdated/obsolete resources should be weeded regularly. And students should be notified promptly after the library is updated.


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