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, 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 , 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 , 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 and satisfaction as the majority of the satisfaction with these information sources and respondents were satisfied with the services services while others were averagely satisfied, provided. Onuoha, Ikonne, and Madukoma quite satisfied and dissatisfied. Also, some (2013) investigated the impact of library use on studies reported the positive correlation between the research productivity of postgraduate library services provision and satisfaction students at , Ogun State. The demonstrating the significant role of providing results showed that library services are of utmost relevant information sources and services in the importance to the research productivity of library, though all these studies were carried out postgraduate students as all the respondents with a lesser population. However, documented who were able to have at least one publication evidence on services provided by the library, to within the last two years affirmed using the meet the needs, of the postgraduate students in library. However, majority of them were satisfied south-west Nigerian universities seems to be

GJLIS: https://escipub.com/global-journal-of-library-and-information-science/ 3 Onanuga Ayotola et al., GJLIS, 2020 3:19 limited. Hence, the study sought to correlate stratified random sampling technique. This is library services provision and satisfaction of because it is a good representation of the postgraduate students in South-west, Nigeria. population and the population has already been Method divided into strata (faculties). Each stratum represents a faculty applicable to all the selected This study adopted a survey research method. universities offering postgraduate programmes The choice of this method was informed by the in South-west, Nigeria bringing the total to 7 presence of the two critical features of survey strata (faculties). These faculties are Science research which were questionnaire and and Engineering, Social Management, sampling in order to reach out to a sizeable Education, Health Sciences, Art, Law, and number of postgraduate students. The target Agriculture. population for this study comprised all postgraduate students in selected universities in A survey instrument was developed to correlate South-west, Nigerian. According to the National library services provision and satisfaction of Universities Commission (2014), there were 37 postgraduate students in South-west, Nigeria. universities in South-west, Nigeria including six The study adopted quantitative method whereby federal, ten state and 21 privately owned. questionnaire was used as the instrument for However, the first 14 universities offering data collection in order to reach out to a sizeable postgraduate programmes in South-west, number of respondents. The self-constructed Nigeria were selected. Though, 13 out of these and structured questionnaire was tagged Library 14 universities were finally used for the study Services Provision and Satisfaction of the because the Ladoke Akintola University of Postgraduate Students’ Questionnaire Technology was on an indefinite strike as of the (LSPSPGSQ). The questionnaire consists of time the data were taken questions divided into three sections. (demographic information, sources of The total population of the postgraduate information and library services provision). students in the selected universities was 29,425 as presented in Table 1. However, this number The questionnaire was administered by the was too large to be used as a sample for the researcher and four trained research assistants study. According to Israel (2012), for a in all the selected universities. The demographic population of 25,000 respondents, which is the information in the data collected, sources of nearest figure to the population (29,425) should information and services provided were have a sample size of 1,064 for precision of analysed using descriptive statistics-frequency ±3%, confidence interval 95%, which represents counts and percentages while Pearson Product approximately 5 percent. From the perspective Moment Correlation was used to determine the of Israel’s Model, the study sample may be more strength and direction of the relationship than the actual figure given by the calculation but between library services provision and should not be lesser than it. This justifies the satisfaction. 2,942 used as a sample size in this study, which Result is more than 1,064. This study adopted the

Table 1 Population, Sample, copies of Questionnaire Returned and Used

Number Number S/N Name of University Population Sample Returned Used ` Federal University of Agriculture Abeokuta, 1577 158 124 108 1 Ogun State 2 Federal University of Technology, Akure, 3024 302 261 244 Ondo State

GJLIS: https://escipub.com/global-journal-of-library-and-information-science/ 4 Onanuga Ayotola et al., GJLIS, 2020 3:19 3 Obafemi Awolowo University, Ile-Ife, Osun 5632 563 349 282 State 4 University of Ibadan, Oyo State 5108 511 392 322 5 Akoka, Lagos State 5710 571 407 324

6 Adekunle Ajasin University, Akungba-Akoko 492 49 43 38 Ondo State 7 Ekiti State University, Ekiti State 325 33 27 25 8 Ojo, Lagos State 3010 301 245 222

9 Olabisi Onabanjo University, Ago-Iwoye, Ogun 2322 232 212 204 State 10 Babcock University, Ilisan Remo, Ogun State 754 75 72 70

11 Bowen University Iwo, Osun State 304 30 26 25 12 , Ota, Ogun State 1,080 108 98 94 13 Redeemers' University, Ede, Osun State 87 9 8 8

Total 29,425 2,942 2,264 1,966 Source: Researcher’s Field Survey, 2017

Two thousand, nine hundred and forty-two Diploma (25%) and Master/Doctor of Philosophy copies of the questionnaire were distributed to (19%). Regarding Faculties, the majority were the postgraduate students in selected from Science & Engineering (28.9%), while universities offering postgraduate programmes others were from Social Management (21.1%), in South-west, Nigeria. Two thousand two Art (11.9%), Education (11.5%), Agriculture hundred and sixty-four copies were returned (11.4%), Health Science (10.3) and Law (4.9%) while One thousand, nine hundred and sixty-six respectively. In terms of gender, 60% of them copies of this questionnaire were completed and were male, while 40% were female. In respect of found usable yielding a response rate of 66.81%. the ownership status of the University, the Descriptive statistics were calculated for the majority of them were from federal universities characteristics of the respondents. The majority (65.1%) while others were from State (24.9%) enrolled for Master Degree (56%), Postgraduate and private (10%) universities.

Reference materials 96%

Dissertations 86%

Projects 90%

Theses 93%

Government publications 88%

Newspapers 94%

Journals 98%

Textbooks 100%

0% 20% 40% 60% 80% 100%

Figure 1a: Print Sources GJLIS: https://escipub.com/global-journal-of-library-and-information-science/ 5 Onanuga Ayotola et al., GJLIS, 2020 3:19

Academic Databases 79%

Electronic Magazines 59%

DVDs 52%

Electronic Newspapers 56%

Electronic journals 76%

0% 20% 40% 60% 80% 100%

Figure 1b: Electronic Sources library. Also, most of the respondents (76%) Figure 1a revealed that print sources that are indicated that electronic journals were provided mostly provided to postgraduate students were in their respective libraries. However, about half Textbooks (100%), Journals (98%) and felt that DVDs (52%), electronic newspapers Reference materials (96%) listed in that order, (56%) and electronic magazines (59%) were the while the least which was dissertation (86%). least provided electronic information sources. It Interestingly, the majority agreed that all the is clearly shown from Figures 1a and 1b that available print materials were adequately emphasis was laid on providing print sources by provided for by the university libraries under libraries more than electronic sources of study. information. Figure 1b disclosed the availability of electronic Table 2 showed how library services were materials provided. Majority (79%) indicated that grouped into Tangibles, Reliability, academic databases were provided in their Responsiveness, Assurance, and Empathy.

Table 2 Provision of Library Services to the Respondents

Services SA A U D SD Assurance Registration of postgraduate students with the library is 865 646 154 170 131 mandatory (44%) (33%) (8%) (9%) (7%) 455 781 325 123 282 The process of registering with the library is difficult (23%) (40%) (17%) (6%) (14%) 699 585 187 275 220 I do not need to register with the library (36%) (30%) (10%) (14%) (11%) 482 591 298 255 340 Number of library books for borrowing is adequate (25%) (30%) (15%) (13%) (17%) 465 568 328 254 351 Library materials are current and up-to-date (24%) (29%) (17%) (13%) (18%) 556 835 226 184 165 Borrowing time for library books is adequate (28%) (42%) (11%) (9%) (8%) 615 976 91 173 111 Library’s operation hours are adequate (31%) (50%) (5%) (9%) (6%) 295 416 293 650 312 All materials on the library shelves can be borrowed (15%) (21%) (15%) (33%) (16%) 299 660 78 704 224 All materials on the library shelves cannot be borrowed (15%) (34%) (4%) (36%) (11%)

GJLIS: https://escipub.com/global-journal-of-library-and-information-science/ 6 Onanuga Ayotola et al., GJLIS, 2020 3:19 Only some of the library materials on the shelves can be 348 614 323 498 183 borrowed (18%) (31%) (16%) (25%) (9%) The library assist me to get needed materials from other 228 384 373 631 350 libraries (12%) (20%) (19%) (32%) (18%) 307 481 431 538 209 The library reserves carrels for postgraduate students (16%) (24%) (22%) (27%) (11%) The library provides free Internet access for postgraduate 326 534 269 472 365 students (17%) (27%) (14%) (24%) (19%) 415 656 395 357 143 The library provides the wooden catalogue (21%) (33%) (20%) (18%) (7%) 379 583 345 474 185 The library keeps my personal contact (19%) (30%) (18%) (24%) (9%)

Empathy 444 757 323 286 156 The library provides indexes for postgraduate students (23%) (39%) (16%) (15%) (8%)

400 836 307 264 159 The library provides abstracts for postgraduate students (20%) (43%) (16%) (13%) (8%) The library offers personalized services to me when in 316 686 487 356 121 need (16%) (35%) (25%) (18%) (6%) Reliability The library provides free Internet access for postgraduate 326 534 269 472 365 students (17%) (27%) (14%) (24%) (19%) Table 2 Contd. Services SA A U D SD The library organizes ICT training for postgraduate 297 332 415 498 424 students (15%) (17%) (21%) (25%) (22%)

Tangibles Postgraduate students can access photocopying services 780 564 199 321 102 in the library (40%) (29%) (10%) (16%) (5%) Postgraduate students can access printing services in the 532 624 237 426 147 library (27%) (32%) (12%) (22%) (7%) Responsiveness 273 373 291 610 419 The library contacts me for needed materials always (14%) (19%) (15%) (31%) (21%)

The library keeps me abreast of the latest information in 231 429 323 613 370 my research area (12%) (22%) (16%) (31%) (19%)

On Assurance, the majority (77%) agreed that bibliographic and abstracts (66%) were provided library registration was mandatory. Interestingly, in their libraries. On Reliability, about 60% of the 55% agreed that the number of books borrowed respondents agreed that the library provides at a time is adequate while 70% agreed that access to relevant databases while 44% borrowing time for books is adequate. provides free Internet access for the Surprisingly, only 36% agreed that all materials postgraduate students. 69% of respondents from the library shelves could be borrowed. Also, agreed that they have access to photocopying only 49% believes that their personal details are services while 59% have access to printing kept while 40% agreed that library reserves services. About one–third (32%) agreed that the carrels for postgraduate students. library provides inter-library loan (32%). On For services under Empathy, nearly two-thirds of Responsiveness, about one-third agreed that respondents agreed that indexes (62%), current awareness services (33%) selective GJLIS: https://escipub.com/global-journal-of-library-and-information-science/ 7 Onanuga Ayotola et al., GJLIS, 2020 3:19 dissemination of information (34%) were Table 3 showed the correlation between ‘library provided. service provision’ and ‘satisfaction’ based on 1,966 respondents.

Table 3 Pearson Product-Moment Correlation between Library Service Provision and Satisfaction of Postgraduate Students

Variable N r p Decision

Satisfaction of Postgraduate Students 1966 .65 **.00 Significant

Library Service Provision 1966 **p < .05 (2-tailed) identified as the main sources of information From Table 3, N= 1,966, r = .65, p <.05 showing among other library resources provided and a strong positive correlation, which is significant. used by this group of students. This contrast This means that there is a statistically significant may be attributed to textbooks being the main relationship between library services provision source of information of any library which is and satisfaction of postgraduate students. mostly acquired in multiple copies to satisfy the Therefore, the result is not consistent with the information needs of the library users. stated null hypothesis, which implies that the library services provision is associated with Furthermore, among the electronic resources satisfaction; hence, the null hypothesis is presented in this section, electronic databases rejected. such as e-books and e-journals had the highest Discussion of the Findings frequencies respectively. This finding is Based on the findings of this study, postgraduate consistent with the results presented by students identified various sources of Nwagwu (2015) which found electronic books as information provided in both print and electronic the most provided and useful source of formats. The provision of these various sources information among postgraduate students of ranges from textbooks, journals, and reference University of Ibadan. This consistency may be materials respectively while the least source of ascribed to libraries focusing more on annual information was dissertation. This finding subscription to academic databases such as supported the outcome of a study by Siamian, HINARI, AGORA, OARE, JSTOR and so on Yaminfirooz, Dehghan, and Shahrabi (2013) because of their academic importance than which established printed books as the main electronic magazines and electronic source of information against electronic sources. newspapers which users can easily have access This was attributed to adequate provision for to outside the library. The consistency could also books and the low speed of Internet service be linked to the study population of the later which made it difficult to access electronic being a subset of the former and most academic resources. libraries are presently enriching their information However, this contradicted the findings of Iwara source (e-books) over other electronic resources (2015) who studied the information needs and for the research pursuit of their postgraduate library resources available to postgraduate students. students in which thesis and dissertation were

GJLIS: https://escipub.com/global-journal-of-library-and-information-science/ 8 Onanuga Ayotola et al., GJLIS, 2020 3:19 On library services provision, the majority of the programmes to create awareness of available respondents agreed that circulation services, information sources and services in the library. reference services, electronic services, and On selective dissemination of information (SDI) reprographic services were provided while a and library orientation, the finding of this study minority of them agreed that current awareness corroborated the outcome of the study of services (CAS), selective dissemination of Emenike (2014) which affirmed the least library information (SDI) and orientation services were services provided for users (undergraduates, provided in their libraries. On circulation postgraduates and staff) in University of services, the outcome of the present study Limpopo, Medusas Campus, South-Africa as supported that of Doraswamy (2010) and inter-library loan, selective dissemination of Motiang, Wallis and Karodia (2014) who information and orientation services. On the reported that circulation services were provided, provision of electronic services, the finding of and respondents were satisfied with these this study is similar to the finding of Chingbu services. This may be because circulation (2012) which revealed that majority of the services such as library registration, opening respondents attested to the provision of hour, loaning of library materials are core electronic journals. This may be as a result of services in academic libraries provided by having access to e-journals in the academic almost all. databases subscribed to. Also, the present study established that for On reprographic service, the outcome of the reference services, nearly two-thirds of present study is related to that of Doraswamy respondents agreed that indexes, (2010) who found out that majority of the bibliographies, and abstracts were provided. postgraduate students of Siddhartha College of This finding is in line with the result of a study Arts and Sciences, India were satisfied with carried out by Ejeh (2016) which established the reprographic service. Also, the outcome of the provision and usage of reference sources such present study supported the findings of Motiang, as encyclopedias, dictionaries, concordances, Wallis, and Karodia (2014) and Nyaktayi (2016) atlases, yearbooks, periodicals, bibliographies, by establishing the provision and high level of handbooks, and manuals for assignments, satisfaction of students with reprographic development of vocabulary and finding service in the concerned libraries. A possible specific/general information. A possible explanation for this might be because of the explanation for these results may be due to the importance of reprographic services which is importance and usefulness of reference mostly done at a reduced rate in libraries and resources and the studies been carried out in the has reduced theft and mutilation of library same type of library (academic library) and in the materials. However, the outcome of the present same country. On the contrary, this is at variance study is in contrast with the findings of Lawal- with the result of Pawarl, Songara, and Bajpai, Solarin (2012), which revealed that almost one- (2016) which showed that majority of the third of the respondents were satisfied with the students of Government Postgraduate Colleges use of photocopying service in their libraries. in Rajgarh District were not aware of the This implies that it is either not provided or poorly reference services being provided for them. This provided. may be attributed to the inadequate provision of Surprisingly, half of the respondents disagreed reference materials, poor current awareness that library training is organised for them service to showcase their newly acquired regularly. This finding confirmed the outcome of reference sources and services, lack of the study by Gbaje and Kotso (2014), which awareness programmes such as orientation assessed the contents of Nigerian academic libraries and found that most of the academic GJLIS: https://escipub.com/global-journal-of-library-and-information-science/ 9 Onanuga Ayotola et al., GJLIS, 2020 3:19 libraries in Nigeria do not organise training to satisfied with the services provided in the library. provide their patrons with information search This shows that there is no significant skills to facilitate access to their resources. This relationship among services provided in result may be explained by the fact that most Babcock University Library with usage and libraries see the postgraduate students as satisfaction of postgraduate students of the matured students. This made the library staff to institution. Overall, the findings to this objective focus more on teaching the undergraduate revealed that achievement of high level of students on the use of the library, organising satisfaction of postgraduate students majorly practical classes to create awareness on depends on the provision of quality library information sources and services that are services available and how to maximise their use. Conclusion Regarding satisfaction of the postgraduate The study set out to determine the correlation of students with services provision, the result of the library services provision on the satisfaction of present study showed a strong, positive postgraduate students in South-west, Nigerian correlation between the two variables, with a university libraries. Printed and electronic high level of satisfaction of postgraduate sources of information were provided with students associated with high level of library different services to satisfy the information service provision. This is in line with the findings needs of the postgraduate students. The study of Doraswamy (2010) whose study revealed a concluded that services provided in the library relationship between library services provided were deficient in some areas among which were and satisfaction as the majority of the inter-library loan, current awareness service and respondents were satisfied with the services selective dissemination of information which provided. have influenced the postgraduate students to be Also, the outcome of the present study fairly satisfied with the services provided in the supported the result of the study carried out by library. Based on the aforementioned, Chinoye, Ogunnaike, Akinbode, Agboola, recommendation was made to complement the Maxwell, and Aka (2016) which revealed that provided services with inter-library loan (ILL), library service quality has a significant positive current awareness service (CAS), selective effect on user satisfaction through library usage. dissemination of information (SDI), and regular In addition, the result of this study is consistent orientation for greater satisfaction. with that of Kona, Chagari, and Rudraksha, REFERENCES (2017) which revealed that all the university 1. Adeniran, P. (2011). User satisfaction with libraries studied provided and maintained good academic libraries services: Academic staff library information resources (electronic & print) andstudents' perspectives. International Journal and services. The study further established a of Library and Information Science, 3(10), 209– strong relationship between the provision of 216. Academic Journal [Online]. 2. 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