User Satisfaction and Resource
Centre Services – An Analytical Study
User Satisfaction and Resource
Centre Services – An Analytical Study
A.kumar.
M.A, MLIS. M.Phil, D.Ted, P.hd-Scholar -Senior Executive resource Centre,
Greatlakes institute of management –Chennai
Abstract:
This study is an analysis of use of resource Centre
resources, user’s satisfaction in library resources and services and
information seeking behaviors of the students, faculty members, and non-teaching
of Greatlakes institute of management. Online
questionnaires were distributed the link https://docs.google.com/forms among
students and faculty member and non-teaching of Greatlakes institute of
management to collect relevant data. 79.5 % library users responded where
32.07% (51) respondents visited Resource Centre in Greatlakes institute of
management, every day for borrowing library books. It is found that 38.09% (40) users borrowed text books, (8%) (8) Consulted journals and 40.00% (42) read newspapers to meet their information needs. Library is
playing vital role to meet multidimensional demands of students, and research
scholar for information and knowledge. It is felt that user guidance is
necessary to help library users to meet their information needs and make users
aware of the available library resources and services.
INTRODUCTION
Greatlakes Institute of
management was established in 2004. The institute offers Post graduate diploma programme
in five disciplines, the academic programmes have a distinct focus on business
management oriented, reflecting the objectives of the college. The Resource
Centre holds at presently 22621 volumes of print documents and subscribed 113
titles of current journals, and five databases ISI emerging markets, Indiastat,
EBSCO, ProQuest ABI / INFORM and Emerald Management plus. The Resource Centre
also holds more than 2299 AV resources, 672 Course Materials, 1395 Case study,
1957 Back volume, 445 project reports and 102 Research project and 105 annual
reports scattering to different thought contents. Resource Centre users can
access journal database. E-journals and other e-resources from any terminal
within the institute campus. The Resource Centre regularly purchases good
number of books and students and faculty suggestions books, subscribes to a
large number of print and electronic journals, and other reading materials to
cater to the needs of the students, faculty members, Non-teaching and other
staff members of this institute.
Resource
Centre services
Resource Centre services are plays a vital role in teaching and
learning of an academic institution. Its aims are to collect, practice,
preserve and distribute documents and information to serve the user community
are students and faculty members. In order to make the resources available to
its users without difficulty and appropriately different types of services and
facilities are being concentrated from the resource Centre, Greatlakes
institute of management on a regular basis. Orientation programmes are
organized in the resource Centre inviting new batch of students, newly
recruited faculty and staff member department wise. Moreover, instructions on
different techniques of accessing, browsing retrieving electronic resources are
regular activity in the library which is offered to the users when asked for as
well as when the need is observed. A website is also maintained for this
purpose. Library online resources are available 24*7 hours Internet facility in
Wi-Fi router connection in the campus. The resource Centre is open up to 09 am to
12 pm midnight on open in all days. In order to accommodate more users, the
resource Centre has extended its working hours from 9am to 02am on examination
days; while it is 09am to 08pm on Sundays. The facilities and services offered
to user in Greatlakes institute of management resource Centre are as follows:
v Circulation Service
v OPAC Service/Web OPAC
v Orientation Programme for
fresher
v E-Resource Retrieval
Facility
v Training and demo on
E-Resources retrieval
v Content Page Alert service
on Current Journals
v Current Awareness Services
of newly acquired books & other resources (New arrival books and periodical
etc.)
v Reference/Information
Service
v Reservation of Books
Service
v
Reprographic Services
v
Suggestion
and demand for books ordered service.
Aims
and Objectives
The
objective of this study is to evaluate user’s satisfaction regarding the
services, infrastructure, place, space and collection of information provided
by resource Centre. It is also aimed to evaluate user’s satisfaction and
possible resolutions were suggested by resource Centre users for effective
service delivery in the resource Centre.
Research Question
The
user frequently visit the resource Centre, Time spent in resource Centre,
purpose of visit the resource Centre, Using resource Centre resources print
document and non-print document CD DVD etc, Satisfaction level of user and
overall resource Centre facility.
Methodology
Observance in outlook the
objective of the study, a structure questionnaire was designed and distributed on
online survey to accumulate the necessary primary data among the users who
visited the resource Centre. The survey was conducted during April 2015 to
March 2016. The population for this study consists of students, faculty members
of the institution who frequently visited the resource Centre. Resource Centre users
were also interviewed and statistical methods were used to analyze the data
collected.
Literature
Review
Mukesh Saikia and Anjan Gohain (2013), this study measures user’s satisfaction
on academic library performance by determine the client’s satisfaction with library
services, infrastructure or place or space and collection/information provided
by an academic library in Federal University of Petroleum Resources, (FUPRE) Library.
The sample population comprised 381 students of the university. The questionnaire
was used for data collection method. Research questions were answered using
frequency, bar charts, tables and percentages for easy interpretation. The key
findings of the study revealed that the respondents were highly satisfied with
the library services, infrastructure or place or space, and collection or information
of the library as a unabridged. Similarly, the study reveals that, many of the
respondents visit the library for more than one reason whereas the major
proportion of the respondents goes to library due to the accessibility of internet
connectivity in the library.
Nishi Singh and Subhash Chand (2014),
the present study suggested
the use and satisfaction level of the users of Advanced Institute of Technology
& Management Aurangabad, Palwal, Haryana (India). A questionnaire collected
from 250 users with the data on preferred use of print information resources
and level of user satisfaction of print and electronic resources, library
services and facilities. The findings reveal that the users mainly use the
textbooks compared to other print information resources. Users are more
satisfied with the availability of Textbooks, Reference Books, News Papers,
Magazines, Journals, Online/Offline Databases, Internet Facility, Photocopy
Service, Scanning Facility, Book Lending Services, Reading Room and Furniture.
Respondents were generally satisfied with the quality of AITM Library reference
collection and others.
Gede Mahatma Yuda Bakti Sik
Sumaedi, (2013), this paper reveled that an analysis of
library customer loyalty The purpose of this research is to investigate the
relationship between library customer loyalty and other latent constructs,
namely service quality and customer satisfaction in a university library
service in Indonesia. The data collection using convenience sampling method causes
the limitation of the research results in representing across all library users
in the university library where the research was conducted. The research
reveals that service quality has a direct effect on customer satisfaction, which
then directly influences library customer loyalty. However, service quality
does not have significant direct effect on customer loyalty in a library
service.
Muhammad Ijaz Mairaj & Mirza
Muhammad Naseer (2013), Library services and user
satisfaction in developing countries: a case study. This study is the first of
its kind investigating users’ level of satisfaction with the services of PIC
library. The main objective of a library is to meet the information needs of
its users in the best possible way and for this purpose; a library makes
policies and strategies. A library should provide an appropriate collection,
services and facilities to patrons to gain their satisfaction.
Lily Oluebube Ezeala and Eunice
Olufunmilola Yusuff (2011), User Satisfaction with Library Resources and Services in Nigerian
Agricultural Research Institutes, This is a social survey research. It
involves a systematic and almost comprehensive collection of data about
opinion, attitudes, feelings and behaviors of people. It was therefore considered
appropriate to adopt the survey technique for this research which involves
evaluation of the information services of many research libraries and their
diverse resources. This study involved the total population of officers in the
fourteen agricultural research institutes in Nigeria. The research officers
comprised of veterinary doctors, medical laboratory scientists, animal health
scientist, horticulturist, biochemists, agricultural scientists, and so on.
Justina
Anjiode Kotso and Zakari Mohammed (2011), the study investigated Users Satisfaction with Library
and Information Service in Plateau State Special Education Institution. Survey
research method was adopted for the study and the population of the study
consists of staff and students of the special educational institutions in
Plateau State. The three selected institutions were the Plateau State School of
the Deaf, Gindiri School for the Blind and University of Jos Special Education
Department. Data was collected using questionnaire and data collected analyzed
using frequency and percentage tables. The study found among others that a high
percentage of the respondents were not satisfied with the Library literacy
skills services provided by the selected institutions. The inference that can
be drawn from the outcome of the study is that the libraries in the special
education institutions in Plateau state provide their patrons with some basic
information resources and services that are mostly specific with the nature of
the physical challenge of their patrons. These library and information services
provided by the libraries are mostly to the satisfaction of the patrons.
Sebastian Mundt (2003), the study revealed that benchmarking user satisfaction in academic
libraries – a case study focused by the main objectives of the process of
planning customer focused improvements, however, it will still be difficult to
assign reasonable priorities to the Libraries, services if the degree of
satisfaction can only be rated on an isolated scale and not in relation to
other institutions. Proportionate the
size of their respective populations to served, infas distributed a total of
22,500 questionnaires to the libraries to estimate from previous visitor
survey, and validated during the first days of survey, the amount of
non-returns was estimated to reach about 40% of questionnaires on display so
that minimum of 150 returns per branch could be expected. User satisfaction and
infrastructure of each service had been rated by survey respondents.
Kaur
Kiran, (2010), this
paper carried out the service quality and customer satisfaction in academic
libraries. To examine the perception of academic staff on quality of academic
libraries serves. It also attempts the
library services level of satisfaction towards university library
services. The methodology was survey
instruments a questionnaire adopted from a quality impact survey based on
SERVQUAL dimensions. Result revealed
that the overall satisfaction with library services received a satisfactory
rating.
Saini
P K, Rajkumar Bhakar and Bhoop
Singh (2014), the study
describes the user satisfaction of engineering colleges of the city of jaipur.
A well-structured questionnaire was designed to elicit the opinions of the
Engineering college students. The response was gathered from 220 students. The
result of the study provided information about the satisfaction of users with
library collection like text books, reference books, periodicals, online
resources, thesis and dissertation, newspaper etc. and services. The authors
also have tried to found the reason of not satisfaction of the users. On the
basis of finding, some suggestion have been put forth for maximizing
satisfaction of engineering colleges students in libraries.
Pauline Adeniran (2011), this
paper examines the relationship between service quality and users’ satisfaction
at Redeemer’s University and examines how user surveys have been employed in a
number of previously published literatures. A questionnaire was used as a data
collection instrument for the study. The study revealed that of the academic
staff and students, who formed the population for the study, students were
found to have used the library most; the College of Management Sciences had the
highest frequency of use and it also showed that users were satisfied with the
services of the library. This paper will be helpful to libraries to improve
library services especially in assisting academic staff in teaching and
research. This study will be made available for the university library
management for implementation.
Data Analysis
To collect relevant data, a total
of 105 questionnaires were prepared and served among the students, lecturers,
asst. professor, associate professor, professors and non-teaching staff Great lakes
institute of management. While distributing the online questionnaires, it was
ensured that students, faculty members. Out of the 105 questionnaires, Table 1
shows that male respondent is the highest percentage 67.61% and remaining
female respondents 32.38%
Table and Interpretation
Table
-1 Gender- wise
|
S.No
|
Gender
|
Number
of Respondents
|
Percentages
|
|
1
|
Male
|
71
|
67.61
|
|
2
|
Female
|
34
|
32.38
|
|
|
Total
|
105
|
100
|
Figure
1.1 Gender
Table -2 Category of users
|
S.No
|
Categories
|
Number
of Respondents
|
Percentages
|
|
1
|
Lecturer
|
9
|
8.57
|
|
2
|
Asst.
professor
|
5
|
4.76
|
|
3
|
Associate
professor
|
6
|
5.71
|
|
4
|
Professor
|
9
|
8.57
|
|
5
|
Non
– Teaching
|
5
|
4.76
|
|
6
|
Student
|
71
|
67.6
|
|
|
Total
|
105
|
100
|
Table 2 shows the designation of
respondents. The study found that out of respondents 105. (9) 8.57 percentage
of lecturers and professor are same percentages, 4.76 percent of Ass.
Professor, 5.71 percent of associate professor remaining the non-teaching
respondent 4.76 percent and very highest respondent’s students constitute
67.6%.
Figure
1.2 Designations
Table 3 Qualification of users
|
S.No
|
Qualification
|
Number
of Respondents
|
Percentages
|
|
1
|
Under
graduate
|
22
|
20.9
|
|
2
|
Post
graduate
|
61
|
58.00
|
|
3
|
M.phil
|
10
|
9.52
|
|
4
|
Ph.D
|
12
|
11.42
|
|
|
Total
|
105
|
100
|
Table -3 shows that qualification
of respondents the undergraduate 22 (20.9) percent, 61 (50.08) percentage of
post graduate, 10 (9.52) percent of master of philosophy and remaining 12
(11.42) percentage of Philosophy of doctor. The data analyzed of the table post
graduate student is very high percentages.
Figure
1.2 Qualifications
Table -4 Frequency Visit the
Resource Centre
Table 4 and Figure 4 reveal that
32.07% (51) respondents have the habit of visiting the library every day; 39.63
% (63) students visit the library two or three times in a week; very few
respondents (16.99 % (27) indicated that they visit the library occasionally
and 11.32% (18) respondents mentioned that they do not use the library.
Table -5 Time spent at the Resource
Centre
|
S.No
|
Time
spent
|
Number
of Respondents
|
Percentages
|
|
1
|
Less
than an hour
|
71
|
67.61
|
|
2
|
Two
hours
|
23
|
21.90
|
|
3
|
Three
hours
|
7
|
6.66
|
|
4
|
More
than 5 hours
|
4
|
3.80
|
|
|
Total
|
105
|
100
|
Figure no. 5 shows the hours
spent in the resource Centre user. Out of 105, 67.61 (71) to spent in time less
than an hour, In addition 21.90 % spent two hours, 6.66% spent three hours, and
more than 3.80% spent five hours in resource Centre. This positive result shows
that the maximum user spend in time the resource Centre in less than an hour.
Table -6 Purpose of the Resource
Centre
|
S.No
|
Purpose
|
Number
of Respondents
|
Percentages
|
|
1
|
Borrowing
books
|
40
|
38.09
|
|
2
|
Access
Periodical
|
11
|
10.47
|
|
3
|
Access
Reference sources
|
7
|
6.66
|
|
4
|
Access
Back volume
|
3
|
2.85
|
|
5
|
Read
newspaper and Magazine
|
42
|
40.00
|
|
6
|
To
know New arrivals
|
2
|
1.90
|
|
|
Total
|
105
|
100
|
Table 6 and Figure 6 revealed
that 38.09% (40) respondents visit to resource Centre for the purpose of
borrowing books, followed by having access to periodicals 11.47% (11) of total respondents,
6.66% (7) of respondents to access reference sources. In addition, 40.00% (42)
and 1.90% (2) of respondents to read newspaper/magazine and for general reading
respectively. 6.92% (11) and 8.18% (13) respondents to access back volume and
to know about the latest arrivals respectively. From the above table, it is
observed that borrowing books is the main purpose of visiting resource Centre
and followed by access to e-journals.
Table -7 Using resource Centre
resources
|
S.No
|
Resources
|
Number
of Respondents
|
Percentages
|
|
1
|
Text
Book
|
33
|
31.42
|
|
2
|
Reference
Sources
|
17
|
16.19
|
|
3
|
Back
Volumes
|
2
|
1.90
|
|
4
|
Projects
|
4
|
3.80
|
|
5
|
Online
Journals / online data bases (ISI Emerging Markets, Indiastat. EBSCO,
|
8
|
7.61
|
|
6
|
Newspaper
/ Magazine
|
32
|
30.47
|
|
7
|
AV
resources (CD/DVD)
|
9
|
8.57
|
|
|
Total
|
105
|
100
|
Table 7 and figure 5 show the
different types of services used by the students and faculty members. It
observed in the table maximum numbers of user with 31.42% (33) used text book
to meet their information needs. 30.47% (32) on the second level used the user
used the newspaper and magazine, the response to the use of other resources was
indicated reference sources 16.19% (17); Back volumes 1.90% (2); Project 3.80%
(4); Online Journals / online databases (ISI Emerging Markets, Indiastat. EBSCO,
7.61% (8) and remaining the user used the AV resources (CD/DVD) 8.57% (9).
Table -8 Satisfaction level of resource Centre (Facilities and Services)
|
S.No
|
Satisfaction
level
|
1
|
%
|
2
|
%
|
3
|
%
|
|
1
|
Books
|
78
|
74.28
|
27
|
25.71
|
0
|
0.00
|
|
2
|
Periodicals
|
64
|
60.95
|
29
|
27.61
|
12
|
11.42
|
|
3
|
Course
books and essential texts
|
73
|
69.52
|
21
|
20.10
|
11
|
10.47
|
|
4
|
Photocopying
and printing
|
65
|
61.90
|
26
|
24.76
|
14
|
13.33
|
|
5
|
Information/reference
enquirers
|
69
|
65.71
|
27
|
25.71
|
9
|
8.57
|
|
6
|
Library
Catalogue (OPAC)
|
53
|
50.47
|
38
|
36.19
|
9
|
8.57
|
|
7
|
Electronic
information services (Emerald, ABI Inform, and Internet)
|
64
|
60.95
|
30
|
28.57
|
11
|
10.47
|
|
8
|
Working
Hours
|
75
|
71.42
|
17
|
16.19
|
13
|
12.38
|
|
9
|
Library
Environment (Noise, Heating, Ambience, etc.
|
80
|
76.19
|
19
|
18.09
|
16
|
15.23
|
|
10
|
Resource
Centre Staff
|
83
|
79.04
|
15
|
14.28
|
7
|
6.66
|
|
11
|
Inter
Library Loan
|
48
|
45.71
|
41
|
39.04
|
16
|
15.23
|
Note:1- Fully satisfied 2- Somewhat satisfied 3- Not satisfied
Table 8 and figure 6 revealed
that the fully satisfied level by the students and faculty members, 79.04 % (83) are the resource Centre staff services; 76.19 (80) library
environment the level of fully satisfied
and collection books 74.27% (78); periodical 60.95% (64); 69.52% (73) course
books and essential texts; 61.90 % (65) of photocopy and print; 50.47% (53)
user fully satisfaction of library OPAC; 60.95% (64) of the electronic
information services (Electronic information services (Emerald, ABI Inform, and
Internet) and remaining fully satisfied the library working hours 71.42 (75).
The table indicates somewhat satisfied is very high percentage is Inter Library
Loan 39.04 (41) and remaining second level of position Library online catalogue
(OPAC) 36.19 (38).
Table -9 Overall Resource Centre
services
|
S.No
|
Frequency
|
Number
of Respondents
|
Percentages
|
|
1
|
Strongly
agree
|
67
|
63.80
|
|
2
|
Slightly
agree
|
30
|
28.57
|
|
3
|
Neither
agree nor disagree
|
3
|
2.85
|
|
4
|
Slightly
disagree
|
0
|
0.00
|
|
6
|
Strongly
disagree
|
0
|
0.00
|
|
7
|
Don’t
know/
|
5
|
4.76
|
|
8
|
Not
applicable
|
0
|
0.00
|
|
|
Total
|
105
|
100
|
Table 9 shows that the overall resource
Centre service’s opinion that are the respondents to strongly agree 63.80 (67);
28.57 % (30) slightly agree and remaining neither agree nor disagree is 2.85%
(3)
Findings
and Conclusions
User
satisfaction online survey to find out that male respondent is the highest
percentage 67.61% and remaining female respondents 32.38%, Category of user the
very highest respondent’s students constitutes 67.6%., Frequency of visit
resource centre is 32.07% (51) respondents have the habit of visiting the
library every day; 39.63 % (63) students visit the library two or three times
in a week, time spent at the resource centre, Out of 105, 67.61 (71) to spent
in time less than an hour purpose of
the resource centre, 38.09% (40) respondents visit to resource Centre for the
purpose of borrowing books, followed by having access to periodicals 11.47%
(11) of total respondents, 6.66% (7) of respondents to access reference
sources, Using resource Centre
resources, the different types of services used by the students and faculty
members. It observed in the table maximum numbers of user with 31.42% (33) used
text book to meet their information needs.
Satisfaction level of resource Centre (Facilities and Services), the fully
satisfied level by the students and faculty members, 79.04 % (83) are the resource Centre staff services; 76.19 (80) library
environment the level of fully satisfied
and collection books 74.27% (78); periodical 60.95% (64); 69.52% (73) course
books and essential texts; 61.90 % (65) of photocopy and print; 50.47% (53)
user fully satisfaction of library OPAC and more over overall resource Centre
service’s opinion that are the respondents to strongly agree 63.80 (67). The findings of this
study provide insight into the level of satisfaction by students and faculty
members, non-teaching staff in relation to the effectiveness of library
resources and services provided in Greatlakes institute of management resource
centre. The student’s faculty member’s level of satisfaction seems to be
influenced by the adequacy of information services. Furthermore, the
effectiveness of library services provided. Undoubtedly, various resources and
services are as long as but there is a gap in the provision of resources that
has to do with the electronic environment. This explains the low level of use
of online information resources. Conclusively, if the level of satisfaction
with resources and services provided in resource centre in the study location
must increase, there is need for a modification from traditional library
services to ICT and other electronic-driven services.
Reference.
1.
Ijiekhuamhen, Osaze Patrick, Blessing Aghojare And
Omosekejimi Ademola Ferdinand (2015). Assess Users’ Satisfaction On Academic
Library Performance: A Study, Intrernational Journal Of Acadamicresearch And
Refection, Vol.3 No.5. ISSN 2309-0405
2.
Mukesh Saikia* and Anjan Gohain (2013). Use and
user’s satisfaction in library resources and services: A study in Tezpur
University (India), Acadamic Journals, Internation journals of library and
information science. Vol. 56 No. 6
pp167-175.
3.
Nishi Singh and Subhash
Chand (2014), User Satisfaction In Engineering Institutions
Libraries: A Case Study Of Advanced Institute Of Technology & Management,
Global Journal Of Multidisciplinary Studies, In Vol.3, No. 4, March. ISSN:
- 2348-0459 Pp8-20
4. I Gede
Mahatma Yuda Bakti Sik Sumaedi, (2013),"An analysis of library customer
loyalty", Library Management, Vol. 34 No. 6/7 pp. 397 – 414
5. Muhammad Ijaz Mairaj & Mirza Muhammad
Naseer (2013), Library services and user satisfaction in developing countries:
a case study Health Information & Libraries Journal, 30, pp. 318–326
6. Lily Oluebube Ezeala and Eunice
Olufunmilola Yusuff (2011) User
Satisfaction with Library Resources and Services in Nigerian Agricultural
Research Institutes, Library
Philosophy and Practice.ISSN 1522-0222
7. Justina
Anjiode Kotso and Zakari Mohammed (2011), Users Satisfaction with Library and Information Service in Plateau State Special
Education Institution, The
Information Manager Vol. 11 No. (1&2)
8. Sebastian
Mundt (2003), Benchmarking user
satisfaction in academic libraries – a
case study Library and Information Research, 27 (87), Winter pp 29-37
9. Kaur Kiran, (2010),"Service quality
and customer satisfaction in academic libraries", Library Review, Vol. 59 No.4 pp. 261 – 273
10. Saini
P K, Rajkumar
Bhakar and Bhoop Singh (2014), User Satisfaction of the Students of
Engineering College: a Case Study of Engineering College Libraries of Jaipur,
Rajasthan,
International Journal of Emerging Research in Management &Technology,
Vol.3,No.9 ISSN: 2278-9359
11. Adeniran, P. (2011). “User satisfaction
with academic libraries services.” International Journal of Library and Information Science. Vol. 3, No. 10, pp. 209
– 216.
Abstract:
This study is an analysis of use of resource Centre
resources, user’s satisfaction in library resources and services and
information seeking behaviors of the students, faculty members, and non-teaching
of Greatlakes institute of management. Online
questionnaires were distributed the link https://docs.google.com/forms among
students and faculty member and non-teaching of Greatlakes institute of
management to collect relevant data. 79.5 % library users responded where
32.07% (51) respondents visited Resource Centre in Greatlakes institute of
management, every day for borrowing library books. It is found that 38.09% (40) users borrowed text books, (8%) (8) Consulted journals and 40.00% (42) read newspapers to meet their information needs. Library is
playing vital role to meet multidimensional demands of students, and research
scholar for information and knowledge. It is felt that user guidance is
necessary to help library users to meet their information needs and make users
aware of the available library resources and services.
INTRODUCTION
Greatlakes Institute of
management was established in 2004. The institute offers Post graduate diploma programme
in five disciplines, the academic programmes have a distinct focus on business
management oriented, reflecting the objectives of the college. The Resource
Centre holds at presently 22621 volumes of print documents and subscribed 113
titles of current journals, and five databases ISI emerging markets, Indiastat,
EBSCO, ProQuest ABI / INFORM and Emerald Management plus. The Resource Centre
also holds more than 2299 AV resources, 672 Course Materials, 1395 Case study,
1957 Back volume, 445 project reports and 102 Research project and 105 annual
reports scattering to different thought contents. Resource Centre users can
access journal database. E-journals and other e-resources from any terminal
within the institute campus. The Resource Centre regularly purchases good
number of books and students and faculty suggestions books, subscribes to a
large number of print and electronic journals, and other reading materials to
cater to the needs of the students, faculty members, Non-teaching and other
staff members of this institute.
Resource
Centre services
Resource Centre services are plays a vital role in teaching and
learning of an academic institution. Its aims are to collect, practice,
preserve and distribute documents and information to serve the user community
are students and faculty members. In order to make the resources available to
its users without difficulty and appropriately different types of services and
facilities are being concentrated from the resource Centre, Greatlakes
institute of management on a regular basis. Orientation programmes are
organized in the resource Centre inviting new batch of students, newly
recruited faculty and staff member department wise. Moreover, instructions on
different techniques of accessing, browsing retrieving electronic resources are
regular activity in the library which is offered to the users when asked for as
well as when the need is observed. A website is also maintained for this
purpose. Library online resources are available 24*7 hours Internet facility in
Wi-Fi router connection in the campus. The resource Centre is open up to 09 am to
12 pm midnight on open in all days. In order to accommodate more users, the
resource Centre has extended its working hours from 9am to 02am on examination
days; while it is 09am to 08pm on Sundays. The facilities and services offered
to user in Greatlakes institute of management resource Centre are as follows:
v Circulation Service
v OPAC Service/Web OPAC
v Orientation Programme for
fresher
v E-Resource Retrieval
Facility
v Training and demo on
E-Resources retrieval
v Content Page Alert service
on Current Journals
v Current Awareness Services
of newly acquired books & other resources (New arrival books and periodical
etc.)
v Reference/Information
Service
v Reservation of Books
Service
v
Reprographic Services
v
Suggestion
and demand for books ordered service.
Aims
and Objectives
The
objective of this study is to evaluate user’s satisfaction regarding the
services, infrastructure, place, space and collection of information provided
by resource Centre. It is also aimed to evaluate user’s satisfaction and
possible resolutions were suggested by resource Centre users for effective
service delivery in the resource Centre.
Research Question
The
user frequently visit the resource Centre, Time spent in resource Centre,
purpose of visit the resource Centre, Using resource Centre resources print
document and non-print document CD DVD etc, Satisfaction level of user and
overall resource Centre facility.
Methodology
Observance in outlook the
objective of the study, a structure questionnaire was designed and distributed on
online survey to accumulate the necessary primary data among the users who
visited the resource Centre. The survey was conducted during April 2015 to
March 2016. The population for this study consists of students, faculty members
of the institution who frequently visited the resource Centre. Resource Centre users
were also interviewed and statistical methods were used to analyze the data
collected.
Literature
Review
Mukesh Saikia and Anjan Gohain (2013), this study measures user’s satisfaction
on academic library performance by determine the client’s satisfaction with library
services, infrastructure or place or space and collection/information provided
by an academic library in Federal University of Petroleum Resources, (FUPRE) Library.
The sample population comprised 381 students of the university. The questionnaire
was used for data collection method. Research questions were answered using
frequency, bar charts, tables and percentages for easy interpretation. The key
findings of the study revealed that the respondents were highly satisfied with
the library services, infrastructure or place or space, and collection or information
of the library as a unabridged. Similarly, the study reveals that, many of the
respondents visit the library for more than one reason whereas the major
proportion of the respondents goes to library due to the accessibility of internet
connectivity in the library.
Nishi Singh and Subhash Chand (2014),
the present study suggested
the use and satisfaction level of the users of Advanced Institute of Technology
& Management Aurangabad, Palwal, Haryana (India). A questionnaire collected
from 250 users with the data on preferred use of print information resources
and level of user satisfaction of print and electronic resources, library
services and facilities. The findings reveal that the users mainly use the
textbooks compared to other print information resources. Users are more
satisfied with the availability of Textbooks, Reference Books, News Papers,
Magazines, Journals, Online/Offline Databases, Internet Facility, Photocopy
Service, Scanning Facility, Book Lending Services, Reading Room and Furniture.
Respondents were generally satisfied with the quality of AITM Library reference
collection and others.
Gede Mahatma Yuda Bakti Sik
Sumaedi, (2013), this paper reveled that an analysis of
library customer loyalty The purpose of this research is to investigate the
relationship between library customer loyalty and other latent constructs,
namely service quality and customer satisfaction in a university library
service in Indonesia. The data collection using convenience sampling method causes
the limitation of the research results in representing across all library users
in the university library where the research was conducted. The research
reveals that service quality has a direct effect on customer satisfaction, which
then directly influences library customer loyalty. However, service quality
does not have significant direct effect on customer loyalty in a library
service.
Muhammad Ijaz Mairaj & Mirza
Muhammad Naseer (2013), Library services and user
satisfaction in developing countries: a case study. This study is the first of
its kind investigating users’ level of satisfaction with the services of PIC
library. The main objective of a library is to meet the information needs of
its users in the best possible way and for this purpose; a library makes
policies and strategies. A library should provide an appropriate collection,
services and facilities to patrons to gain their satisfaction.
Lily Oluebube Ezeala and Eunice
Olufunmilola Yusuff (2011), User Satisfaction with Library Resources and Services in Nigerian
Agricultural Research Institutes, This is a social survey research. It
involves a systematic and almost comprehensive collection of data about
opinion, attitudes, feelings and behaviors of people. It was therefore considered
appropriate to adopt the survey technique for this research which involves
evaluation of the information services of many research libraries and their
diverse resources. This study involved the total population of officers in the
fourteen agricultural research institutes in Nigeria. The research officers
comprised of veterinary doctors, medical laboratory scientists, animal health
scientist, horticulturist, biochemists, agricultural scientists, and so on.
Justina
Anjiode Kotso and Zakari Mohammed (2011), the study investigated Users Satisfaction with Library
and Information Service in Plateau State Special Education Institution. Survey
research method was adopted for the study and the population of the study
consists of staff and students of the special educational institutions in
Plateau State. The three selected institutions were the Plateau State School of
the Deaf, Gindiri School for the Blind and University of Jos Special Education
Department. Data was collected using questionnaire and data collected analyzed
using frequency and percentage tables. The study found among others that a high
percentage of the respondents were not satisfied with the Library literacy
skills services provided by the selected institutions. The inference that can
be drawn from the outcome of the study is that the libraries in the special
education institutions in Plateau state provide their patrons with some basic
information resources and services that are mostly specific with the nature of
the physical challenge of their patrons. These library and information services
provided by the libraries are mostly to the satisfaction of the patrons.
Sebastian Mundt (2003), the study revealed that benchmarking user satisfaction in academic
libraries – a case study focused by the main objectives of the process of
planning customer focused improvements, however, it will still be difficult to
assign reasonable priorities to the Libraries, services if the degree of
satisfaction can only be rated on an isolated scale and not in relation to
other institutions. Proportionate the
size of their respective populations to served, infas distributed a total of
22,500 questionnaires to the libraries to estimate from previous visitor
survey, and validated during the first days of survey, the amount of
non-returns was estimated to reach about 40% of questionnaires on display so
that minimum of 150 returns per branch could be expected. User satisfaction and
infrastructure of each service had been rated by survey respondents.
Kaur
Kiran, (2010), this
paper carried out the service quality and customer satisfaction in academic
libraries. To examine the perception of academic staff on quality of academic
libraries serves. It also attempts the
library services level of satisfaction towards university library
services. The methodology was survey
instruments a questionnaire adopted from a quality impact survey based on
SERVQUAL dimensions. Result revealed
that the overall satisfaction with library services received a satisfactory
rating.
Saini
P K, Rajkumar Bhakar and Bhoop
Singh (2014), the study
describes the user satisfaction of engineering colleges of the city of jaipur.
A well-structured questionnaire was designed to elicit the opinions of the
Engineering college students. The response was gathered from 220 students. The
result of the study provided information about the satisfaction of users with
library collection like text books, reference books, periodicals, online
resources, thesis and dissertation, newspaper etc. and services. The authors
also have tried to found the reason of not satisfaction of the users. On the
basis of finding, some suggestion have been put forth for maximizing
satisfaction of engineering colleges students in libraries.
Pauline Adeniran (2011), this
paper examines the relationship between service quality and users’ satisfaction
at Redeemer’s University and examines how user surveys have been employed in a
number of previously published literatures. A questionnaire was used as a data
collection instrument for the study. The study revealed that of the academic
staff and students, who formed the population for the study, students were
found to have used the library most; the College of Management Sciences had the
highest frequency of use and it also showed that users were satisfied with the
services of the library. This paper will be helpful to libraries to improve
library services especially in assisting academic staff in teaching and
research. This study will be made available for the university library
management for implementation.
Data Analysis
To collect relevant data, a total
of 105 questionnaires were prepared and served among the students, lecturers,
asst. professor, associate professor, professors and non-teaching staff Great lakes
institute of management. While distributing the online questionnaires, it was
ensured that students, faculty members. Out of the 105 questionnaires, Table 1
shows that male respondent is the highest percentage 67.61% and remaining
female respondents 32.38%
Table and Interpretation
Table
-1 Gender- wise
|
S.No
|
Gender
|
Number
of Respondents
|
Percentages
|
|
1
|
Male
|
71
|
67.61
|
|
2
|
Female
|
34
|
32.38
|
|
|
Total
|
105
|
100
|
Figure
1.1 Gender
Table -2 Category of users
|
S.No
|
Categories
|
Number
of Respondents
|
Percentages
|
|
1
|
Lecturer
|
9
|
8.57
|
|
2
|
Asst.
professor
|
5
|
4.76
|
|
3
|
Associate
professor
|
6
|
5.71
|
|
4
|
Professor
|
9
|
8.57
|
|
5
|
Non
– Teaching
|
5
|
4.76
|
|
6
|
Student
|
71
|
67.6
|
|
|
Total
|
105
|
100
|
Table 2 shows the designation of
respondents. The study found that out of respondents 105. (9) 8.57 percentage
of lecturers and professor are same percentages, 4.76 percent of Ass.
Professor, 5.71 percent of associate professor remaining the non-teaching
respondent 4.76 percent and very highest respondent’s students constitute
67.6%.
Figure
1.2 Designations
Table 3 Qualification of users
|
S.No
|
Qualification
|
Number
of Respondents
|
Percentages
|
|
1
|
Under
graduate
|
22
|
20.9
|
|
2
|
Post
graduate
|
61
|
58.00
|
|
3
|
M.phil
|
10
|
9.52
|
|
4
|
Ph.D
|
12
|
11.42
|
|
|
Total
|
105
|
100
|
Table -3 shows that qualification
of respondents the undergraduate 22 (20.9) percent, 61 (50.08) percentage of
post graduate, 10 (9.52) percent of master of philosophy and remaining 12
(11.42) percentage of Philosophy of doctor. The data analyzed of the table post
graduate student is very high percentages.
Figure
1.2 Qualifications
Table -4 Frequency Visit the
Resource Centre
Table 4 and Figure 4 reveal that
32.07% (51) respondents have the habit of visiting the library every day; 39.63
% (63) students visit the library two or three times in a week; very few
respondents (16.99 % (27) indicated that they visit the library occasionally
and 11.32% (18) respondents mentioned that they do not use the library.
Table -5 Time spent at the Resource
Centre
|
S.No
|
Time
spent
|
Number
of Respondents
|
Percentages
|
|
1
|
Less
than an hour
|
71
|
67.61
|
|
2
|
Two
hours
|
23
|
21.90
|
|
3
|
Three
hours
|
7
|
6.66
|
|
4
|
More
than 5 hours
|
4
|
3.80
|
|
|
Total
|
105
|
100
|
Figure no. 5 shows the hours
spent in the resource Centre user. Out of 105, 67.61 (71) to spent in time less
than an hour, In addition 21.90 % spent two hours, 6.66% spent three hours, and
more than 3.80% spent five hours in resource Centre. This positive result shows
that the maximum user spend in time the resource Centre in less than an hour.
Table -6 Purpose of the Resource
Centre
|
S.No
|
Purpose
|
Number
of Respondents
|
Percentages
|
|
1
|
Borrowing
books
|
40
|
38.09
|
|
2
|
Access
Periodical
|
11
|
10.47
|
|
3
|
Access
Reference sources
|
7
|
6.66
|
|
4
|
Access
Back volume
|
3
|
2.85
|
|
5
|
Read
newspaper and Magazine
|
42
|
40.00
|
|
6
|
To
know New arrivals
|
2
|
1.90
|
|
|
Total
|
105
|
100
|
Table 6 and Figure 6 revealed
that 38.09% (40) respondents visit to resource Centre for the purpose of
borrowing books, followed by having access to periodicals 11.47% (11) of total respondents,
6.66% (7) of respondents to access reference sources. In addition, 40.00% (42)
and 1.90% (2) of respondents to read newspaper/magazine and for general reading
respectively. 6.92% (11) and 8.18% (13) respondents to access back volume and
to know about the latest arrivals respectively. From the above table, it is
observed that borrowing books is the main purpose of visiting resource Centre
and followed by access to e-journals.
Table -7 Using resource Centre
resources
|
S.No
|
Resources
|
Number
of Respondents
|
Percentages
|
|
1
|
Text
Book
|
33
|
31.42
|
|
2
|
Reference
Sources
|
17
|
16.19
|
|
3
|
Back
Volumes
|
2
|
1.90
|
|
4
|
Projects
|
4
|
3.80
|
|
5
|
Online
Journals / online data bases (ISI Emerging Markets, Indiastat. EBSCO,
|
8
|
7.61
|
|
6
|
Newspaper
/ Magazine
|
32
|
30.47
|
|
7
|
AV
resources (CD/DVD)
|
9
|
8.57
|
|
|
Total
|
105
|
100
|
Table 7 and figure 5 show the
different types of services used by the students and faculty members. It
observed in the table maximum numbers of user with 31.42% (33) used text book
to meet their information needs. 30.47% (32) on the second level used the user
used the newspaper and magazine, the response to the use of other resources was
indicated reference sources 16.19% (17); Back volumes 1.90% (2); Project 3.80%
(4); Online Journals / online databases (ISI Emerging Markets, Indiastat. EBSCO,
7.61% (8) and remaining the user used the AV resources (CD/DVD) 8.57% (9).
Table -8 Satisfaction level of resource Centre (Facilities and Services)
|
S.No
|
Satisfaction
level
|
1
|
%
|
2
|
%
|
3
|
%
|
|
1
|
Books
|
78
|
74.28
|
27
|
25.71
|
0
|
0.00
|
|
2
|
Periodicals
|
64
|
60.95
|
29
|
27.61
|
12
|
11.42
|
|
3
|
Course
books and essential texts
|
73
|
69.52
|
21
|
20.10
|
11
|
10.47
|
|
4
|
Photocopying
and printing
|
65
|
61.90
|
26
|
24.76
|
14
|
13.33
|
|
5
|
Information/reference
enquirers
|
69
|
65.71
|
27
|
25.71
|
9
|
8.57
|
|
6
|
Library
Catalogue (OPAC)
|
53
|
50.47
|
38
|
36.19
|
9
|
8.57
|
|
7
|
Electronic
information services (Emerald, ABI Inform, and Internet)
|
64
|
60.95
|
30
|
28.57
|
11
|
10.47
|
|
8
|
Working
Hours
|
75
|
71.42
|
17
|
16.19
|
13
|
12.38
|
|
9
|
Library
Environment (Noise, Heating, Ambience, etc.
|
80
|
76.19
|
19
|
18.09
|
16
|
15.23
|
|
10
|
Resource
Centre Staff
|
83
|
79.04
|
15
|
14.28
|
7
|
6.66
|
|
11
|
Inter
Library Loan
|
48
|
45.71
|
41
|
39.04
|
16
|
15.23
|
Note:1- Fully satisfied 2- Somewhat satisfied 3- Not satisfied
Table 8 and figure 6 revealed
that the fully satisfied level by the students and faculty members, 79.04 % (83) are the resource Centre staff services; 76.19 (80) library
environment the level of fully satisfied
and collection books 74.27% (78); periodical 60.95% (64); 69.52% (73) course
books and essential texts; 61.90 % (65) of photocopy and print; 50.47% (53)
user fully satisfaction of library OPAC; 60.95% (64) of the electronic
information services (Electronic information services (Emerald, ABI Inform, and
Internet) and remaining fully satisfied the library working hours 71.42 (75).
The table indicates somewhat satisfied is very high percentage is Inter Library
Loan 39.04 (41) and remaining second level of position Library online catalogue
(OPAC) 36.19 (38).
Table -9 Overall Resource Centre
services
|
S.No
|
Frequency
|
Number
of Respondents
|
Percentages
|
|
1
|
Strongly
agree
|
67
|
63.80
|
|
2
|
Slightly
agree
|
30
|
28.57
|
|
3
|
Neither
agree nor disagree
|
3
|
2.85
|
|
4
|
Slightly
disagree
|
0
|
0.00
|
|
6
|
Strongly
disagree
|
0
|
0.00
|
|
7
|
Don’t
know/
|
5
|
4.76
|
|
8
|
Not
applicable
|
0
|
0.00
|
|
|
Total
|
105
|
100
|
Table 9 shows that the overall resource
Centre service’s opinion that are the respondents to strongly agree 63.80 (67);
28.57 % (30) slightly agree and remaining neither agree nor disagree is 2.85%
(3)
Findings
and Conclusions
User
satisfaction online survey to find out that male respondent is the highest
percentage 67.61% and remaining female respondents 32.38%, Category of user the
very highest respondent’s students constitutes 67.6%., Frequency of visit
resource centre is 32.07% (51) respondents have the habit of visiting the
library every day; 39.63 % (63) students visit the library two or three times
in a week, time spent at the resource centre, Out of 105, 67.61 (71) to spent
in time less than an hour purpose of
the resource centre, 38.09% (40) respondents visit to resource Centre for the
purpose of borrowing books, followed by having access to periodicals 11.47%
(11) of total respondents, 6.66% (7) of respondents to access reference
sources, Using resource Centre
resources, the different types of services used by the students and faculty
members. It observed in the table maximum numbers of user with 31.42% (33) used
text book to meet their information needs.
Satisfaction level of resource Centre (Facilities and Services), the fully
satisfied level by the students and faculty members, 79.04 % (83) are the resource Centre staff services; 76.19 (80) library
environment the level of fully satisfied
and collection books 74.27% (78); periodical 60.95% (64); 69.52% (73) course
books and essential texts; 61.90 % (65) of photocopy and print; 50.47% (53)
user fully satisfaction of library OPAC and more over overall resource Centre
service’s opinion that are the respondents to strongly agree 63.80 (67). The findings of this
study provide insight into the level of satisfaction by students and faculty
members, non-teaching staff in relation to the effectiveness of library
resources and services provided in Greatlakes institute of management resource
centre. The student’s faculty member’s level of satisfaction seems to be
influenced by the adequacy of information services. Furthermore, the
effectiveness of library services provided. Undoubtedly, various resources and
services are as long as but there is a gap in the provision of resources that
has to do with the electronic environment. This explains the low level of use
of online information resources. Conclusively, if the level of satisfaction
with resources and services provided in resource centre in the study location
must increase, there is need for a modification from traditional library
services to ICT and other electronic-driven services.
Reference.
1.
Ijiekhuamhen, Osaze Patrick, Blessing Aghojare And
Omosekejimi Ademola Ferdinand (2015). Assess Users’ Satisfaction On Academic
Library Performance: A Study, Intrernational Journal Of Acadamicresearch And
Refection, Vol.3 No.5. ISSN 2309-0405
2.
Mukesh Saikia* and Anjan Gohain (2013). Use and
user’s satisfaction in library resources and services: A study in Tezpur
University (India), Acadamic Journals, Internation journals of library and
information science. Vol. 56 No. 6
pp167-175.
3.
Nishi Singh and Subhash
Chand (2014), User Satisfaction In Engineering Institutions
Libraries: A Case Study Of Advanced Institute Of Technology & Management,
Global Journal Of Multidisciplinary Studies, In Vol.3, No. 4, March. ISSN:
- 2348-0459 Pp8-20
4. I Gede
Mahatma Yuda Bakti Sik Sumaedi, (2013),"An analysis of library customer
loyalty", Library Management, Vol. 34 No. 6/7 pp. 397 – 414
5. Muhammad Ijaz Mairaj & Mirza Muhammad
Naseer (2013), Library services and user satisfaction in developing countries:
a case study Health Information & Libraries Journal, 30, pp. 318–326
6. Lily Oluebube Ezeala and Eunice
Olufunmilola Yusuff (2011) User
Satisfaction with Library Resources and Services in Nigerian Agricultural
Research Institutes, Library
Philosophy and Practice.ISSN 1522-0222
7. Justina
Anjiode Kotso and Zakari Mohammed (2011), Users Satisfaction with Library and Information Service in Plateau State Special
Education Institution, The
Information Manager Vol. 11 No. (1&2)
8. Sebastian
Mundt (2003), Benchmarking user
satisfaction in academic libraries – a
case study Library and Information Research, 27 (87), Winter pp 29-37
9. Kaur Kiran, (2010),"Service quality
and customer satisfaction in academic libraries", Library Review, Vol. 59 No.4 pp. 261 – 273
10. Saini
P K, Rajkumar
Bhakar and Bhoop Singh (2014), User Satisfaction of the Students of
Engineering College: a Case Study of Engineering College Libraries of Jaipur,
Rajasthan,
International Journal of Emerging Research in Management &Technology,
Vol.3,No.9 ISSN: 2278-9359
11. Adeniran, P. (2011). “User satisfaction
with academic libraries services.” International Journal of Library and Information Science. Vol. 3, No. 10, pp. 209
– 216.
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