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Free Full-Text Onanuga Ayotola et al., GJLIS, 2020 3:19 Research Article GJLIS (2020) 3:19 Global Journal of Library and Information Science (ISSN:2637-6253) Library Services Provision and Satisfaction: A Correlation Analysis Onanuga Ayotola1, Issa, Abdulwahab2 1Osun State University, Osogbo, P.M.B. 4494, Osun State, Nigeria 2University of Ilorin, Ilorin, P.M.B. 1515, Kwara State, Nigeria ABSTRACT This study explores sources of information, services rendered *Correspondence to Author: in the library and the correlation between library services pro- Onanuga Ayotola vision and satisfaction. It has been observed that postgraduate Osun State University, Osogbo, students hardly patronise the library though some of the under- P.M.B. 4494, Osun State, Nigeria lying causes of this low patronage have been documented, yet there were no sufficient explanations as to whether these causes affected their level of satisfaction. Therefore, the main objective How to cite this article: was to investigate the correlation of library services provision Onanuga Ayotola, Issa, Abdulwa- and satisfaction of postgraduate students in universities in South- hab.Library Services Provision and west, Nigeria. This study adopted a survey research method Satisfaction: A Correlation Analysis with target population of all postgraduate students in selected .Global Journal of Library and Infor- universities in South-west, Nigeria. Stratified random sampling mation Science, 2020, 3:19 technique was adopted and questionnaire was used as the in- strument for data collection. The correlation of library services provision and satisfaction examined revealed that achievement of high level of satisfaction of postgraduate students depends on the provision of quality library services. The study concluded that eSciPub LLC, Houston, TX USA. printed and electronic sources of information were provided with Website: https://escipub.com/ some services to satisfy the information needs of the postgrad- uate student.. Based on the aforementioned, recommendation was made to complement the provided services with inter-library loan, current awareness service, selective dissemination of infor- mation, and regular orientation for greater satisfaction. Keywords: Library Services Provision, User satisfaction, Post- graduate Students and South-west Universities. GJLIS: https://escipub.com/global-journal-of-library-and-information-science/ 1 Onanuga Ayotola et al., GJLIS, 2020 3:19 Introduction out ways of improving such services for greater satisfaction. Libraries have played a vital role of being the storehouse of knowledge, and service-oriented Literature Review unit where information is selected, acquired, Selection of information sources is the first and processed/organised and disseminated. As most vital step in the information search process. noted by Verma and Laltlanmawii (2016), the Information users use variety of information library is a vital platform to provide adequate sources to proffer solution to their information resources for accelerating teaching, learning needs. Some of these sources are in print and research process in universities for added formats, such as textbooks, journals, conference value, knowledge, skills and ideas to build up the proceedings, research papers, reports, technical future career of the end users. However, reports, government publications, theses, Adeniran (2011) summarised the essence of projects dissertations, newspaper and electronic academic libraries by stating that they are formats, such as electronic books, electronic libraries attached to academic institutions of journals, electronic newspapers, electronic learning to serve the teaching and research magazines, and electronic databases and many needs of students and staff. Therefore, the others. In the 21st century, human resources, provision of appropriate information resources electronic resources, and printed resources are (print and non-print) and services are essential the familiar information sources selected by for high level of user’s satisfaction, to enhance users through the emergence of the Internet the perceived value of the services and ensure makes electronic information sources more the survival of their respective parent accessible for users to fulfil different types of institutions. search tasks. It has been revealed by Onifade, Ogbuiyi and Several studies have reported different sources Omeluzor, (2013) that most postgraduate of information. In a study surveyed by Siamian, students hardly patronise the library though Yaminfirooz, Dehghan, and Shahrabi (2013) on some of the underlying causes of this low faculty members’ information gathering at Babol patronage have been documented, yet there University of Medical Sciences in Iran. The study were no sufficient explanations as to whether found that half of the information sources these causes affected their level of satisfaction preferred by respondents were printed books as or not. Therefore, it is important to examine opposed to electronic resources. This was services provided in the library and the level of attributed to adequate provision and the low satisfaction with such services. This study speed of Internet service that made it examined library services provision and challenging to access electronic resources. satisfaction focusing on the postgraduate Iwara (2015) evaluated information needs and students in universities in South-west, Nigeria by library resources available to postgraduate means of a survey. It assessed the sources of students in the Institute of African Studies, information provided, services provided, and University of Ibadan, Ibadan, Nigeria. The study accepting or rejecting a null hypothesis stating: reported that thesis and dissertation among there is no significant relationship between other library resources were available and used library services provision and satisfaction of by postgraduate students on daily basis. These postgraduate students. An empirical study on sources of information provided these students library services provision and satisfaction of with the required information and enable postgraduate students would give an insight on research gaps to be identified for further studies. the sources of information and services provided Nwagwu (2015) examined the diffusion of in the library for postgraduate students and map electronic books, commonly known as e-books, among postgraduate students in the arts and GJLIS: https://escipub.com/global-journal-of-library-and-information-science/ 2 Onanuga Ayotola et al., GJLIS, 2020 3:19 technology faculties of the University of Ibadan, with printed books and was ranked as the most Nigeria. The study found electronic books as the crucial library service for research while the most provided and used source of electronic personal assistance of library staff was ranked information. very low in importance. The respondents As there are different sources of information suggested regular training of library staff in order provided in the library, there are also various to improve the staff-user relationship. services offered to satisfy the information needs Chinoye, Ogunnaike, Akinbode, Agboola, of its users. Some studies have examined the Maxwell, and Aka (2016) examined the relationship between such library services and perceived service quality and user satisfaction in the level of satisfaction of the postgraduate library environment and the outcome revealed students. For example, Rasul and Singh (2010) that library service quality has a significant examined the postgraduate students’ views on positive effect on user satisfaction through the role of university library services in facilitating library usage. Kona, Chagari, and Rudraksha, their research with the resources. The results (2017) assessed the use of library resources and showed that majority of the respondents services. The survey revealed that all the studied acknowledged the role of university libraries in university libraries provided and maintained facilitating research while most (72%) of them good library information resources (electronic & were satisfied with the current awareness print) and services (such as current awareness services. service CAS, selective dissemination Doraswamy (2010) presented evidence for a information SDI, photocopying, CD copying, study on information use patterns of inter-library loan, reference service, Internet postgraduate students at Siddhartha College of browsing, OPAC and also provide user Arts and Sciences, India. The study found out awareness programmes, online lecture, that the majority of the respondents were information literacy programmes), though satisfied with circulation service (92.14%), lending service was their main service. Also, the reference service (95.72%), reader’s service majority of the respondents expressed excellent (90%), reprographic service (83.57%), Internet satisfaction with library working hours and and/or email (80.72%), even as many others physical facilities. The study finally showed that were not satisfied with interlibrary loan (62.86%). there was a strong relationship between the Overall, the majority of the respondents provision of these services and satisfaction. (81.55%) indicated satisfaction with the library In the previous literature, a range of studies have services in general, with only 18.45% reported various information sources and dissatisfied. Also, the study revealed that there services rendered in the library. Some of the is a relationship between library services postgraduate students expressed great provided
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