Academic journal article Library Philosophy and Practice

Users' Perception for Quality Service Delivery in Albert Ilesanmi Ilemobode Library, Federal University of Technology Akure (FUTA)

Academic journal article Library Philosophy and Practice

Users' Perception for Quality Service Delivery in Albert Ilesanmi Ilemobode Library, Federal University of Technology Akure (FUTA)

Article excerpt


University education in Nigeria is facing a critical challenge in meeting new demands of the 21st century, with its ever increasing population growth, inadequate library facilities, resources and insufficient funding. Adequate library resources and services, at the appropriate level for degrees offered is required to support the intellectual, cultural, and technical development of students enrolled in Nigerian universities.(Ishola, 2015)

It is no longer news in library and information science environment that the user in a 'king' and all library processes revolve around users hence the mission statement of any library should be the provision of excellent services to its users. Users require different services and libraries are expected to provide a variety of services to them. Even within one type of library, users demand different services. The services demanded are not static; as users' needs are dynamic, requiring different services at different times. It is therefore the duty of libraries to ensure that they provide services that meet the requirement of their users at all times. Though, many factors such as information explosion, technological revolution ,changing user expectations, escalating library cost and increasing competition from other information providers and web based commercial service operators has raised a number of challenges in provision of excellent service delivery to the 21st century library users. ( Aina, 2004 and Adekunmisi, 2017)

On the other hand those who invest in libraries and their institutions are concerned about the outcomes and impact of their investments, while the economic down turn has dove-tail into dwindling budgets making it difficult for university library managers to provide excellent service delivery to users. The information constrain notwithstanding, library users continue to seek quality service delivery from university library operators hence this study seek to investigate the users perception for quality service delivery in university libraries in reference to Federal University of Technology Library (FUTA)Akure.

Objectives of the study

To address the research problem, the objectives of the study were to:

i. Investigate evidence of use of the library services.

ii. Investigate the purpose for which staff and students use the library.

iii. Find out users' perceptions of the services quality offered by the library.

iv. Find out users' perceptions of value of the services offered by the library.

v. Find out if users are satisfied with the library services

Research Questions

In an attempt to achieve the aim of the study, the objectives were broken down into research questions. Each of the questions below was derived from the objectives which must be answered to resolve the problem of the research. The research questions guiding this study were:

1. How frequently do users patronize the library services?

2. For what purposes do users use the library?

3. What is the perception of service quality of the library?

4. Are users satisfied with the services of the library?

5. What is the perception of the value of the library?

Literature Review

Chang (2016) asserts that Quality has a pragmatic interpretation as the non-inferiority or superiority of something; it is also defined as fitness for purpose. Quality is a perceptual, conditional, and somewhat subjective attribute and may be understood differently by different people. Consumers may focus on the specification quality of a product/service, or how it compares to competitors in the marketplace. Suzsanna (2014) defines quality as the grade of goodness, excellence; that which makes a thing what it is. The concept of quality was mainly applied to products in the manufacturing sector. Quality as viewed by Andrew (2017) is an elusive concept . Definitions range from the vague (e.g. 'the totality of characteristics of an entity that bear on its ability to satisfy stated and implied need'(1)) to the Martini advert ("doing the right thing, at the right time, in the right way, for the right person - and having the best possible results"(2)). …

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