Survey of users’ level of satisfaction toward inclusive management and marketing of library service in Nigeria
Aim: Information and Communication Technologies (ICTs) brought significant innovation and improvement to library services and methods of meeting user needs. Assessment of user satisfaction with the various library services is an important variable toward inclusive library management and marketing o...
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| Format: | Article |
| Language: | English |
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The Provincial Public Library – the Copernicus Library in Toruń and Nicolaus Copernicus University in Toruń
2021-11-01
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| Series: | Folia Toruniensia |
| Subjects: | |
| Online Access: | https://apcz.umk.pl/FT/article/view/34342 |
| _version_ | 1827613534323736576 |
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| author | Oluwatoyin Obinyan |
| author_facet | Oluwatoyin Obinyan |
| author_sort | Oluwatoyin Obinyan |
| collection | DOAJ |
| description | Aim: Information and Communication Technologies (ICTs) brought significant innovation and improvement to library services and methods of meeting user needs. Assessment of user satisfaction with the various library services is an important variable toward inclusive library management and marketing of library services in the 21st century. With the application of ICTs bringing about different resources and various accessibility modes (print and online), it became necessary to investigate user satisfaction with various available library resources and services.
Methods: The study addressed user satisfaction using adapted customer satisfaction scores (CSAT) metric with Rodski Survey to elicit information from 560 respondents that visited the library within the space of one week. The questionnaire was given to the respondents during their library visit twice daily for one week and the process excluded those that have filled the questionnaire before.
Results: The data collected were analysed using descriptive statistics. The findings revealed the level of user satisfaction to be average. It was also discovered that the resources in the library did not meet their information needs as the majority responded that the resources are inadequate and the overall assessment of their interaction with librarians is excellent despite the inadequate resources.
Conclusion: Based on the findings, recommendations were made to create a holistic marketing strategy to improve usability of the library, to acquire more resources and funding to meet user expectations, and to address the need for adequate management of library resources. |
| first_indexed | 2024-03-09T08:41:09Z |
| format | Article |
| id | doaj.art-a2d10f8019f74347a02367dde32e0ae0 |
| institution | Directory Open Access Journal |
| issn | 1641-3792 |
| language | English |
| last_indexed | 2024-03-09T08:41:09Z |
| publishDate | 2021-11-01 |
| publisher | The Provincial Public Library – the Copernicus Library in Toruń and Nicolaus Copernicus University in Toruń |
| record_format | Article |
| series | Folia Toruniensia |
| spelling | doaj.art-a2d10f8019f74347a02367dde32e0ae02023-12-02T16:48:59ZengThe Provincial Public Library – the Copernicus Library in Toruń and Nicolaus Copernicus University in ToruńFolia Toruniensia1641-37922021-11-012114116110.12775/FT.2021.00729878Survey of users’ level of satisfaction toward inclusive management and marketing of library service in NigeriaOluwatoyin Obinyan0https://orcid.org/0000-0003-0785-6613Ambrose Alli University, Ekpoma, Nigeria. Faculty of Social SciencesAim: Information and Communication Technologies (ICTs) brought significant innovation and improvement to library services and methods of meeting user needs. Assessment of user satisfaction with the various library services is an important variable toward inclusive library management and marketing of library services in the 21st century. With the application of ICTs bringing about different resources and various accessibility modes (print and online), it became necessary to investigate user satisfaction with various available library resources and services. Methods: The study addressed user satisfaction using adapted customer satisfaction scores (CSAT) metric with Rodski Survey to elicit information from 560 respondents that visited the library within the space of one week. The questionnaire was given to the respondents during their library visit twice daily for one week and the process excluded those that have filled the questionnaire before. Results: The data collected were analysed using descriptive statistics. The findings revealed the level of user satisfaction to be average. It was also discovered that the resources in the library did not meet their information needs as the majority responded that the resources are inadequate and the overall assessment of their interaction with librarians is excellent despite the inadequate resources. Conclusion: Based on the findings, recommendations were made to create a holistic marketing strategy to improve usability of the library, to acquire more resources and funding to meet user expectations, and to address the need for adequate management of library resources.https://apcz.umk.pl/FT/article/view/34342library servicesuser satisfactionlibrary marketinglibrary managementlibrary resources |
| spellingShingle | Oluwatoyin Obinyan Survey of users’ level of satisfaction toward inclusive management and marketing of library service in Nigeria Folia Toruniensia library services user satisfaction library marketing library management library resources |
| title | Survey of users’ level of satisfaction toward inclusive management and marketing of library service in Nigeria |
| title_full | Survey of users’ level of satisfaction toward inclusive management and marketing of library service in Nigeria |
| title_fullStr | Survey of users’ level of satisfaction toward inclusive management and marketing of library service in Nigeria |
| title_full_unstemmed | Survey of users’ level of satisfaction toward inclusive management and marketing of library service in Nigeria |
| title_short | Survey of users’ level of satisfaction toward inclusive management and marketing of library service in Nigeria |
| title_sort | survey of users level of satisfaction toward inclusive management and marketing of library service in nigeria |
| topic | library services user satisfaction library marketing library management library resources |
| url | https://apcz.umk.pl/FT/article/view/34342 |
| work_keys_str_mv | AT oluwatoyinobinyan surveyofuserslevelofsatisfactiontowardinclusivemanagementandmarketingoflibraryserviceinnigeria |