KUMAR A: user satifaction -resource centre services

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.

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