Evaluation of Service Delivery and User Satisfaction in Crawford University Library, Igbesa, Ogun State, Nigeria.
Abstract
This study examined reference service delivery and user satisfaction in Crawford University Library, Igbesa, Ogun State, Nigeria. The objectives were to identify the types and quality of library services provided, determine users’ level of satisfaction, establish the relationship between service delivery and user satisfaction, and identify major challenges hindering effective service provision. A descriptive survey design was adopted, with a sample size of 213 respondents selected from a total of 1,600 registered library users, comprising both students and academic staff. Data were gathered through a structured questionnaire and analyzed using mean and standard deviation. Findings indicated that while users expressed satisfaction with core library services such as circulation, reference, and staff assistance, dissatisfaction was noted in areas such as ICT facilities, access to current materials, and the reading environment. The results also revealed a strong positive relationship between the quality-of-service delivery and user satisfaction in the library. The study recommended regular service upgrades, continuous staff training, adequate funding, improved ICT infrastructure, and periodic user feedback to enhance the quality of library services and sustain user satisfaction.
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Author Biographies
Dr. Nwaogu Humphrey
Abel Dare
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