User Satisfaction of Library Resources and Services in Central University of Kashmir: An Evaluative Study

Abstract

This paper examined the user satisfaction and quality of service provided by Central University of Kashmir (CUK) from the perspective of the users of the library. The study assessed the users’ perceptions of the services and determined the level of user satisfaction at the CUK. The intention of the study was to measure the users’ perceptions of the quality of the collections, library facilities and staff services. The results will be used for service improvements and to make informed decisions concerning the quality of service that is offered at the CUK. The questionnaire consisted of open-ended questions. The three dimensions of service quality, that is, access to information, staff service and library facilities formed the core of the instrument. The research method used for this study was a descriptive survey. The stratified proportional sampling method was used. Results were analyzed using SPSS 25.0 to determine the frequency of responses. There were perhaps understandable variations within the different user categories of respondents, namely postgraduate students, undergraduate students and academic staff, concerning library usage, perceptions and level of satisfaction of service quality at the CUK Library. The findings of the study revealed that most of the users who were the students and staff rated the overall quality of service as good. Based on the findings, recommendations were made to address problems presented to improve service and increase the level of user satisfaction at the CUK library.

Keywords: Library, library resources, library services, user satisfaction, standard deviation, five-point Likert’s scale

Cite this Article
Subzar Ahmad Sheikh. User Satisfaction of Library Resources and Services in Central University of Kashmir: An Evaluative Study. Journal of Advancements in Library Sciences. 2019; 6(3): 1–8p.