Undergraduate Students’ Perception of Service Quality of Readers’ Services in a Nigerian University Library

Year 2023, Issue: 20, 1 - 17, 18.01.2024

Janet Oluwaseyi Adewara , Tunde Toyese Oyedokun , Grace Olabisi Babafemi , Jamiu Wankasi Abdulraheem

https://doi.org/10.26650/bba.2023.20.1340177

Abstract

The study evaluated users’ perceptions of the service quality of the readers’ service section of the University of Ilorin Library. A survey research design was used to conduct its analysis. The target demographic for the study is the 45,885 undergraduate students who attend the University of Ilorin in Ilorin, Nigeria. For the study, a simple random sampling technique was used, and a questionnaire served as the instrument for gathering data. The findings showed that lending and interlibrary loan services, provision of seating and study facilities, reference services, current awareness services, user education and information literacy programs, exhibition, display, and publicity, selective information dissemination, and digital library services are just a few of the ways that the University of Ilorin in Ilorin, Nigeria, provides readers’ services. The university library has greatly improved the number of information services it offers to its users by integrating digital technologies to complement the conventional mode of information distribution. Although the study’s finding was that the service quality of the University of Ilorin library’s readers’ service section is not yet outstanding, it is still somewhat satisfactory.

Keywords

Service quality, Readers’ service, Undergraduate, University library, University of Ilorin, Nigeria

Nijerya’daki Bir Üniversite Kütüphanesinde Lisans Öğrencilerinin Okuyucu Hizmetlerine İlişkin Hizmet Kalitesi Algısı

Abstract

Bu çalışma, kullanıcıların Ilorin Üniversitesi Kütüphanesinin okuyucu hizmetleri bölümünün hizmet kalitesine ilişkin algılarını değerlendirmektedir. Çalışmanın analizi için bir anket araştırma tasarımı kullanılmıştır. Çalışmanın hedef kitlesi, Nijerya’nın Ilorin kentindeki Ilorin Üniversitesine devam eden 45.885 lisans öğrencisidir. Çalışma için basit rastgele örnekleme tekniği kullanılmış ve veri toplama aracı olarak da anket kullanılmıştır. Bulgular, ödünç verme ve kütüphaneler arası ödünç verme hizmetleri, oturma ve çalışma olanaklarının sağlanması, danışma hizmetleri, güncel farkındalık hizmetleri, kullanıcı eğitimi ve bilgi okuryazarlığı programları, sergi, teşhir ve tanıtım, seçici bilgi yayma ve dijital kütüphane hizmetlerinin Nijerya’nın Ilorin kentindeki Ilorin Üniversitesinin okuyucu hizmetleri sağlama yollarından sadece birkaçı olduğunu göstermiştir. Üniversite kütüphanesi, geleneksel bilgi verme biçimini tamamlamak için dijital teknolojileri entegre ederek kullanıcılarına sunduğu bilgi hizmetlerinin sayısını büyük ölçüde artırmıştır. Çalışmanın bulgusu, Ilorin Üniversitesi kütüphanesinin okuyucu hizmetleri bölümünün hizmet kalitesinin henüz olağanüstü olmamasına rağmen, yine de bir ölçüde tatmin edici olduğunu göstermektedir.

Keywords

Hizmet kalitesi, okuyucu hizmeti, lisans öğrencileri, üniversite kütüphanesi, Ilorin Üniversitesi, Nijerya

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