Content area
This study investigated the correlation between user satisfaction and library patronage among postgraduate students at Ladoke Akintola University of Technology, Ogbomoso, Oyo State, Nigeria. A questionnaire was developed for data collection and validated, demonstrating a good reliability, with a coefficient of 0.847 (84.7%) for library patronage and 0.823 (82.3%) for user satisfaction. 120 responses were obtained and analyzed based on descriptive statistics (percentage, mean, average mean, and standard deviation) as well as inferential (Pearson Product Moment Correlation) statistics. The findings revealed a significant correlation between library patronage and user satisfaction (r= 0.000c, N = 120, P < 0.05) among postgraduate students of the University. The study concluded that adequate library customer care services and prioritizing meeting the essential needs of postgraduate students would enhance their satisfaction and consequently increase their library patronage. It was recommended that the university administration, in collaboration with the library management, address the issues that hinder effective utilization of the university library.
Abstract:
This study investigated the correlation between user satisfaction and library patronage among postgraduate students at Ladoke Akintola University of Technology, Ogbomoso, Oyo State, Nigeria. A questionnaire was developed for data collection and validated, demonstrating a good reliability, with a coefficient of 0.847 (84.7%) for library patronage and 0.823 (82.3%) for user satisfaction. 120 responses were obtained and analyzed based on descriptive statistics (percentage, mean, average mean, and standard deviation) as well as inferential (Pearson Product Moment Correlation) statistics. The findings revealed a significant correlation between library patronage and user satisfaction (r= 0.000c, N = 120, P < 0.05) among postgraduate students of the University. The study concluded that adequate library customer care services and prioritizing meeting the essential needs of postgraduate students would enhance their satisfaction and consequently increase their library patronage. It was recommended that the university administration, in collaboration with the library management, address the issues that hinder effective utilization of the university library.
Keywords: User satisfaction, Library patronage, Postgraduate students, University library, Nigeria
Introduction:
Provision of carefully selected, acquired, processed and displayed educational resources within academic libraries is a crucial responsibility of librarians towards fostering a vibrant and intellectually stimulating environment for students, particularly postgraduate students. Library patronage, as defined by scholars such as Odunola and Telia (2019) and Udo Samuel, & Nyong (2023), encompasses the physical and remote access, consultation, and utilization of libraries' collections and services by university communities. It represents the intentional and regular engagement with library resources to fulfill information needs, thereby facilitating teaching, learning, reference, and research endeavors. Concurrently, user satisfaction, as elucidated by scholars including Taufiq, Rehman, and Ashiq (2020), Yeboah, Adams, and Boakye (2018) and Ikolo (2015), encapsulates the fulfillment, comfort, and delight experienced by users when interacting with library services and products. This satisfaction is intricately linked to the quality, maintenance, and accessibility of library facilities and resources, ultimately influencing research productivity and the frequency of library use.
In the context of Nigerian academic institutions, including Ladoke Akintola University of Technology, (LAUTECH) Ogbomoso, Oyo State, the decline in library patronage as observed by the researchers raises critical concerns. From the observation, this decline may stem from dissatisfaction with resources, facilities, and staff attitudes, potentially deterring students from fully engaging with the library. Consequently, understanding user satisfaction as a predictor of library patronage becomes paramount, as library patronage is a prerequisite to information acquisition, learning, teaching and research for undergraduate students in the universities (Odunola and Telia, 2019). Therefore, this study seeks to explore the profound relationship between user satisfaction and library patronage among postgraduate students in Ladoke Akintola University of Technology, Ogbomoso, Nigeria. By delving into the multifaceted dimensions of user satisfaction and its impact on library patronage, this research aims to unveil the pivotal insights that can inform strategic interventions to enhance the quality of library services, thereby revitalizing patronage and fostering a culture of robust scholarly engagement within the university library.
Statement of the Problem
Libraries are integral to academic institutions, providing essential support for the curriculum, aiding students in their research, assignments, and projects, and offering valuable information services. Despite the availability of these resources, there is a pressing need to examine the factors influencing library patronage among postgraduate students in Nigerian tertiary institutions. If this situation persists, it would not only compromise the quality of education in these institutions but also jeopardize the viability of libraries, as they may struggle in showcasing their value to the university community. Specifically, understanding the relationship between user satisfaction and library patronage is crucial for enhancing the effectiveness of library services for the university community. Hence, this study aims to investigate user satisfaction as a determinant of library patronage among postgraduate students in Ladoke Akintola University of Technology, Ogbomoso, Oyo State, Nigeria.
Research Objectives
The primary aim of this study is to analyze user satisfaction as a determinant of library patronage among postgraduate students in Ladoke Akintola University of Technology, Ogbomoso, Oyo State, Nigeria. The specific objectives are to:
1. Assess the rate of library patronage among postgraduate students in Ladoke Akintola University of Technology, Ogbomoso, Oyo State.
2. Find out the level of user satisfaction among postgraduate students in Ladoke Akintola University of Technology, Ogbomoso, Oyo State.
3. Determine the relationship between user satisfaction and library patronage among postgraduate students in Ladoke Akintola University of Technology, Ogbomoso, Oyo State.
Research Questions
The study was guided by the following research questions:
1. What is the rate of library patronage among postgraduate students in Ladoke Akintola University of Technology, Ogbomoso?
2. What is the level of user satisfaction among postgraduate students in Ladoke Akintola University of Technology, Ogbomoso?
Research Hypothesis
Ho: There is no significant relationship between library patronage and user satisfaction among postgraduate students in Ladoke Akintola University of Technology, Ogbomoso.
Literature Review
The connection between user satisfaction and library patronage among students within the Nigerian tertiary educational system is a critical area of study. While user satisfaction constitutes the baseline for modern library services, libraries have consistently implemented diverse strategies to optimize the utilization of their resources and services toward meeting their users' needs. Among these strategies, the effective management of library documents and information sources has endured over centuries and continues to be relevant (Eguavoen, 2019). Proper organization of library materials facilitates easier access and retrieval, leading to heightened user satisfaction and sustained patronage by students (Olayemi, 2020). The maintenance of circulation records by libraries offers a means to gauge the extent of library usage ( Udo, Samuel, and Nyong 2023; Usoro, 2020). Badmus and Yaya (2023) support this perspective, suggesting that libraries utilize circulation records to monitor the frequency of use of specific books or journals within certain areas in the library.
Haruna, Madu, and Adamu (2017) highlighted the significant reliance of postgraduate students on librarians and other library staff for assistance, emphasizing the crucial role of staff enthusiasm and willingness to serve users in promoting library patronage. This underscores the importance of fostering a supportive and responsive library environment. Building on this, Oyedokun, Adekunmisi, Olusanya, Buraimo, and Bakre (2019) observed a growing preference among postgraduate students for accessing electronic resources through their library's website. Similarly, Sritharan's (2018) survey revealed that many students utilize their institution's libraries for accessing ICT facilities, including social networking sites for research purposes. However, studies by Adeyemi and Oluwabiyi (2013) and Badmus and Yaya (2023) suggest a potential decline in library patronage as students and researchers increasingly turn to external electronic sources and the internet for information, highlighting the need for libraries to adapt and innovate to meet evolving user needs and preferences.
Efficient management of library resources and coordinated information services is reflected in increased library patronage. Academic libraries attract postgraduate students for various reasons, including accessing textbooks and journals, conducting research theses, and completing class assignments (Okunlaya, Oluwafemi & Ajegbomogun, 2014). Others visit these libraries to seek reference and circulation services to fulfill their academic and social needs (Agboola, Bamigboye, & Owolabi, 2019). Sritharan, (2018) evaluated the service quality of the institute of Medicine libraries in the University of Colombo and identified four factors influencing usage and user satisfaction: convenient opening hours, currency of information materials, comprehensiveness of the collection, and convenient access to the collection.
Further insights into the reasons for library patronage have emerged from various studies. Ajiboye, Bokoh, Bello & Idowu (2023) discovered that students often seek guidance in using various information resources and services, with journals, textbooks, and lecture notes being popular among their sources of information. Similarly, Oyedokun et al. (2019) found that students primarily visit the library to complete class assignments and work on research theses. However, other studies highlight postgraduate students as some of the most frequent users of library resources and services in universities and tertiary educational institutions (Sritharan, 2018; Owolabi, Idowu & Aliu, 2015). Olayemi (2020) examined the information-seeking behavior of postgraduate students and found that half of the respondents visited the library daily to prepare for examinations. This finding is supported by another study indicating that journals, textbooks, and theses are the primary materials requested and utilized by postgraduate students in Nigerian universities (Mufutau et al., 2012). Additionally, Ozoemelem (2009) reported that respondents frequently visit the library to access e-resources to meet their information needs. These findings are consistent with other research reports, which indicated that most respondents visit university libraries primarily to read documents, consult reference works, and borrow books for study and research purposes (Ajiboye et al., 2023).
The conceptual framework of this study was developed based on existing theories and variables which are broadly categorized into independent and dependent variables. The independent variable encompasses factors contributing to user satisfaction in the library, such as modern facilities, lending services, resource accessibility, staff support, customer care, current awareness services, and information dissemination. Conversely, the dependent variable focuses on factors enhancing library patronage, including electricity supply, technological advancements, staff engagement, specialized databases, workshops, internet access, and information currency. It is essential for library staff to provide up-to-date resources and user-friendly services to ensure effective patronage. Additionally, accessible resources enable users to navigate and utilize materials effectively, while qualified staff play a crucial role in increasing patronage.
Research Methodology
The survey research method was chosen for this study due to its suitability for describing, analyzing, and interpreting data within the postgraduate student population at Ladoke Akintola University of Technology, Ogbomoso. The population consists of students utilizing the university library which spans into eight (8) faculties: Pure and Applied Sciences, Engineering, Agriculture, Environmental Sciences, Computing and Informatics, Management Sciences, Basic Medical Sciences, and Nursing. To select the respondents, a simple random sampling technique was employed, resulting in 120 participants being chosen from the entire population of library users. For data collection, a self-developed questionnaire derived from the study's specific objectives, research questions, and conceptual model was used. Prior to administration, the questionnaire underwent both face and content validity checks, and a pilot study was conducted to standardize the research instrument. Subsequently, 120 copies of the questionnaire were directly administered to postgraduate students in both the Olusegun Oke (Main Campus Library) and the College (Mini Campus Library) libraries of the institution, ensuring completion and immediate return. The 100% return rate of the administered questionnaires facilitated the collection of appropriate data for the study.
The gathered data were analyzed using the Statistical Package for Social Science (SPSS) version 26.0, while the hypothesis was tested using Pearson Product Moment Correlation (PPMC) analysis. The results confirmed a significant relationship between user satisfaction and library patronage among the postgraduate library users, as indicated by the alpha reliability coefficients obtained from the pilot study carried out: Library patronage a = 0.847 and User Satisfaction a = 0.823.
Table 1 presents an overview of respondents' demographic distribution. The table showed that 77 (64.1%) were female, while 43 (35.8%) were male. This distribution demonstrated a substantial participation from female respondents relative to their male counterparts. Moreover, the data also indicated that a significant portion of respondents were single 79 (65.8), while those married were 38 (31.7). Based on the level of study, a total of 98 (81.7%) respondents were studying at the Master level, 4 (3.3%) at M. Phil level while the remaining 18 (15%) were doctoral student. In addition, the age distribution of the respondents varied: 34 participants (28.3%) fell within the 20-25 age bracket, 48 (40%) were aged 26-30, 20 (16.6%) were between 31-35 years old, and 18 (15%) were 36 years old or older. In terms of academic engagement, 78 (65%) of the postgraduate students were engaged in full coursework, while 42 (35%) were focused on writing their thesis or dissertation.
In table 2, postgraduate students at LAUTECH Library reported high library technology and services, as evidenced by an average mean score of 3.56 on a 4-point scale. Specifically, they indicated that the library offers a range of modern and up-to-date technological resources and services (mean of 3.88), and that they are satisfied with the technological resources and services provided by the library (mean of 3.03). Additionally, most respondents (with an average mean of 3.40) reported regular library-led workshops and events, noting that the library organizes engaging and informative workshops and events for users (mean of 3.25). Furthermore, some respondents (with an average mean of 3.06) reported their engagement with library staff. They claimed that the library staffs actively engage with users to understand their needs and provide support (mean 3.19) and affirmed that the library staff members are genuinely interested in helping them with their research and study needs (mean of 3.05). Additionally, a subset of respondents (with an average mean of 3.07) expressed positive views regarding the library internet facilities emphasizing that they are satisfied with the availability and quality of the internet facilities provided by the library (mean of 3.23). Refer to the table for additional details.
Research question one indicated an above-average rate of library patronage among postgraduate students at LAUTECH. This finding aligns with Odunola and Telia (2019) research, which revealed that undergraduate students in Southwest Nigeria patronize the library between two to three times a week. Furthermore, this result is consistent with the work of Badmos and Yaya (2023), who found that a significant number of undergraduate students visit their institutions' libraries to access facilities for research purposes.
Table 3 addressed users' satisfaction among postgraduate students in LAUTECH library, Oyo State. The data revealed that postgraduate students expressed satisfaction with the library's current awareness services as evidenced by an average mean score of 3.52, noting effective communication of updates and news about services and resources (mean of 3.60) as well as being kept informed about new acquisitions and additions to the library's collection (mean of 3.84). Additionally, respondents expressed satisfaction with the library facilities by an average mean score of 3.32, noting that the library provides a comfortable and welcoming environment for users (mean of 3.76) likewise that the library facilities are well-maintained and conducive for study and research (mean of 3.23). Furthermore, some respondents (with an average mean of 3.31) reported satisfaction with the library staff support, emphasizing that the library staffers are knowledgeable and able to guide them in their research and information needs (mean of 3.71). Refer to the table for additional details.
Research question two indicated an above-average level of user satisfaction among postgraduate students at LAUTECH, Ogbomoso Oyo State. This finding is consistent with the research conducted by (Onuoha, Ikonne, and Madukoma (2013), who found a high level of user satisfaction with library services among postgraduate student at Babcock University. Similarly, Kassim (2019) also indicated that the library users were quite satisfied with the services and infrastructure of the library as a whole.
The only hypothesis for this study was tested using bi-variate correlation and crosstab analyses, specifically employing Pearson Product Moment Correlation (PPMC) analysis. The null hypothesis (Ho) stated that there is no significant relationship between users satisfaction and library patronage among postgraduate students in Ladoke Akintola University of Technology, Ogbomoso, Oyo, State.
Based on the data presented in Table 3, the mean of user satisfaction among postgraduate students at Ladoke Akintola University of Technology, Ogbomoso, Oyo State, was 3.11 with a standard deviation of 0.72. Similarly, the mean of library patronage among postgraduate students was 3.06, with a standard deviation of 0.81. The correlation coefficient obtained was 2.420, with p-values of 0.000, indicating a significant positive correlation between users' satisfaction and library patronage among postgraduate students in the University where P < 0.05. The analysis of the data (r = 0.000, N = 120, P < 0.05) Hence the null hypothesis for the study is rejected. This signifies that a significant relationship exists between user satisfaction and library patronage among postgraduate students in the university. This finding is consistent with the observations of Badmos and Yaya (2023), who noted that students relying on library staff for various forms of assistance contributed to increased library patronage. However, it contradicts the study by Agboola et al., (2019), which revealed that postgraduate students were not satisfied with the accessibility to electronic databases, and the way information needs of users were being met.
Conclusion
In conclusion, the study has effectively underscored the critical importance of user satisfaction and its correlation with library patronage among postgraduate students in Ladoke Akintola University of Technology, Ogbomoso, Oyo State. The findings shed light on the pressing needs of students, including access to up-to-date database/e-services, information resources, staff support, Internet facilities, information accessibility, research materials, and reliable electricity supply. It is evident from the study that user satisfaction significantly influences the level of library patronage, emphasizing the need for the university to prioritize meeting these essential needs in order to enhance user satisfaction and ultimately promote increased library patronage.
Based on the findings, it is recommended that;
1. The university administration in collaboration with the library management should continue to focus on improving user satisfaction by providing high-quality services and maintaining a conducive environment for study and research.
2. Additionally, efforts should be made to promote awareness of library resources and services, as well as to customize information dissemination to better meet the needs and interests of the postgraduate student population.
3. The library management should regularly conduct orientation programs tailored to the specific needs of postgraduate students, familiarize them with the diverse range of resources and services available within the library
By doing the aforementioned, the library can further encourage patronage and support the academic and research endeavors of its users.
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