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

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

References

  • Adeyi, O. Z., Odubanjo-Francis, A.O. & Adelowo, E.O. (2018). Students’ perception of reference services as determinant of library use in colleges of agriculture in Oyo State, Nigeria. Covenant Journal of Library and Information Science, 1(2), 45-59. https://journals.covenantuniversity.edu.ng/archive/index.php/cjlis/article/view/1153/705 google scholar
  • Akole, O. B. & Olatunji, A. K. (2023). Library resources and service utilization by undergraduates at University of Nigeria, Nsukka, Nigeria. International Journal of Educational Research, 7(2), 13-19. https://doi.org/10.53555/ephijer.v7i2.89 google scholar
  • Akor, U. P., Ekere, J. N. & Akor, S. O. (2019). The use of ICT for security and theft prevention in two university libraries in Nigeria. Library Philosophy and Practice, 2366. https://digitalcommons.unl.edu/libphilprac/2366?utm_source=digitalcommons.unl.edu%2Flibphilprac%2F2366&utm_medium=PDF&utm _campaign=PDFCoverPages google scholar
  • ALA. (2020). A framework for access services librarianship: An initiative sponsored by the Association of College and Research Libraries’ Access Services Interest Group. https://www.ala.org/acrl/sites/ala.org.acrl/files/content/standards/acrl_access_services_framework.pdf google scholar
  • Ashikuzzaman, M. D. (2013). Functions and objectives of special library-Library & Information Science Network. http://www.lisbdnet.com/functions-and-objectives-of-specia/ google scholar
  • Budiyanti H., Patiro S. P. S., Djajadi M. & Astuty S. (2019). Does service quality in education and training process matters? Study of government’s human resource agencies in Indonesia. Journal on Efficiency and Responsibility in Education and Science, 13(1), 41-55. http://dx.doi.org/10.7160/eriesj.2020.130104 google scholar
  • Camilleri, M.A. (2021). Evaluating service quality and performance of higher education institutions: A systematic review and a post-COVID-19 outlook. International Journal ofQuality and Service Sciences, 13(2), 268-281. https://doi.org/10.1108/IJQSS-03-2020-0034 google scholar
  • Chaudhry, M. S., Bhatti, M. Z., Shahzad, K., Sulehri, I. G., Hussain, I. & Ullah, M. U. (2021). Users’ perceptions and expectations of quality services in libraries of Punjab Group of Colleges, Lahore. Library Philosophy and Practice (e-journal). 5528. https://digitalcommons.unl.edu/libphilprac/5528 google scholar
  • Chiya, K. P., Onyancha, O. B. & Ezema, I. J. (2022). Students’ perceptions of the user education programmes at a South African university. IFLA Journals, 49(2). https://doi.org/10.1177/03400352221130775 google scholar
  • Chukwuwuji, C. N. & Umeji, E. C. (2020). The role of university library for enhanced university-industry relationship. Library Philosophy and Practice (e-journal). 3819. https://digitalcommons.unl.edu/libphilprac/3819 google scholar
  • Del Rfo-Rama M., Âlvarez-Garrfa, J., Mun, N. K. & Duran-Sanchez, A. (2021).Influenceof thequality perceivedof service of a higher education center on the loyalty of students. Frontier Psychology, 12, 671407. https://doi.org/10.3389/fpsyg.2021.671407 google scholar
  • Gabby, L. K. & Shoham (2017). The role of academic libraries in research and teaching. Journal of Librarianship and Information Science, 51(3). https://doi.org/10.1177/0961000617742462 google scholar
  • Ilori, M. E. & Owolabi, K. A. (2020). Availability and utilisation of library services by undergraduates in Lagos State University, Nigeria. Ilorin Varsity International Journal of Library & Information Science, 3(1), 101-110. https://www.researchgate.net/publication/358652806_Availability_and_Utilisation_of_Library_Services_by_Undergraduates_in_Lagos_state _University_Nigeria google scholar
  • Kaur, P. & Amanpreet (2020). Service quality in higher education: A literature review. Elementary Education Online, 19(4), 6308-6324. https://www.ilkogretim-online.org/fulltext/218-1640277706.pdf google scholar
  • Khan, S.A. (2015). User’s perception of services quality of the Central Public Library Bahawalpur. Library Philosophy and Practice (e-journal). 1276. https://digitalcommons.unl.edu/libphilprac/1276/ google scholar
  • Li, B., Song, Y., Lu, X. & Zhou, L. (2020). Making the digital turn: Identifying the user requirements of digital scholarship services in university libraries. The Journal of Academic Librarianship, 46(2), 102135. https://doi.org/10.1016/j.acalib.2020.102135 google scholar
  • Madukoma, E. (2015). Users’ perception of electronic reference services in Babcock University Library, Ilishan-Remo, Ogun State, Nigeria. IFLA WLIC. https://www.ifla.org/files/assets/reference-and-informationservices/publications/2015_ifla_reference_section-madukoma-en2.pdf. google scholar
  • Makinde, O. O., Ogungbo, W. O., Dapo-Asaju, H. S. & Ekeh, E. M. (2021). Undergraduates perception of library services in Lagos State public university libraries. World Journal of Innovative Research, 11(2), 1-18. https://www.wjir.org/download_data/WJIR1102021.pdf google scholar
  • Nworie, J. C., Ubochi, E. U., Iwuchukwu, C., & Njoku, C. C. (2023). Challenges and prospects of library and information services in academic libraries in Nigeria. Library Philosophy and Practice (e-journal). 7630. https://digitalcommons.unl.edu/libphilprac/7630 google scholar
  • Odunola, O.A. & Tella, A. (2019). Influence of information technology skills on library patronage by undergraduate students in south-west, Nigeria. Library Philosophy and Practice (ejournal). 2582. https://digitalcommons.unl.edu/libphilprac/2582 google scholar
  • Officialtemy (2019). University of Ilorin’s Library. https://mylibraryunilorin.school.blog/2019/06/26/university-of-ilorins-library/ google scholar
  • Okeke, I. E., Oghenetga, L. U. & Nwabu, E. C. (2013). Students’ attitude towards the use of reference and information services (RIS) in academic libraries in Nigeria. International Journal of Library and Information Science, 5(10), 335-341. google scholar
  • Okogwu, F.I. (2022). The role of academic libraries in promoting clientele centered services. Library Philosophy and Practice (e-journal). 7094. https://digitalcommons.unl.edu/libphilprac/7094 google scholar
  • Otonekwu, F. O., Oyedokun, T. T., Komolafe, S. R. & Adewara, J. O. (2019). Evaluation of the use of reference sources and services among students of Kwara State College of Education, Ilorin, Nigeria. International Journal of Information processing and Communication, 7(2), 185-195. https://yipc.com.ng/index.php/yipc/article/view/330/181 google scholar
  • Otonekwu, F. O., Saliu U. A. & Oyedokun T. T. (2019). Evaluation of users’ satisfaction with reference services in selected federal university libraries in Southeastern Nigeria. Insaniyat: Journal of Islam and Humanities, 3(2), 85-98. http://journal.uinjkt.ac.id/index.php/insaniyat/article/view/10326 google scholar
  • Saliu, A.U. & Abdulssalam, T.A.B. (2014). Circulation procedures and the functions of circulation units in Nigeria: A case study of University of Ilorin Library. Centrepoint Journal: Humanities Edition, 17(1), 129-142. google scholar
  • Sanchez-Rodriquez, N.A. (2018). Mixed methods of assessment: Measures of enhancing library services in academia. City University of New google scholar
  • York Academic Works. https://academicworks.cuny.edu/cgi/viewcontent.cgi?article=1886&context=cc_pubs google scholar
  • Udem, O. K., Ikenwe, J. I. & Ugwuamoke, E. C. (2020). Undergraduates’ perception of library service quality and value in the 21st Century in southeast Nigeria: A case study. Library Philosophy and Practice (e-journal). 4501. https://digitalcommons.unl.edu/libphilprac/4501/ google scholar
  • Uganneya, S., Ape, R. & Ugbagir, N. (2012). Information services provision and user satisfaction in agricultural research libraries in Nigeria. International Journal of Library and Information Science, 3(6), 88-93. https://academicjournals.org/article/article1379686578_Uganneya%20et%20al.pdf google scholar
  • University of Ilorin Library (2023). Readers’ services division. https://universitylibrary.unilorin.edu.ng/readers.html google scholar

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

Year 2023, Issue: 20, 1 - 17, 18.01.2024
https://doi.org/10.26650/bba.2023.20.1340177

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.

References

  • Adeyi, O. Z., Odubanjo-Francis, A.O. & Adelowo, E.O. (2018). Students’ perception of reference services as determinant of library use in colleges of agriculture in Oyo State, Nigeria. Covenant Journal of Library and Information Science, 1(2), 45-59. https://journals.covenantuniversity.edu.ng/archive/index.php/cjlis/article/view/1153/705 google scholar
  • Akole, O. B. & Olatunji, A. K. (2023). Library resources and service utilization by undergraduates at University of Nigeria, Nsukka, Nigeria. International Journal of Educational Research, 7(2), 13-19. https://doi.org/10.53555/ephijer.v7i2.89 google scholar
  • Akor, U. P., Ekere, J. N. & Akor, S. O. (2019). The use of ICT for security and theft prevention in two university libraries in Nigeria. Library Philosophy and Practice, 2366. https://digitalcommons.unl.edu/libphilprac/2366?utm_source=digitalcommons.unl.edu%2Flibphilprac%2F2366&utm_medium=PDF&utm _campaign=PDFCoverPages google scholar
  • ALA. (2020). A framework for access services librarianship: An initiative sponsored by the Association of College and Research Libraries’ Access Services Interest Group. https://www.ala.org/acrl/sites/ala.org.acrl/files/content/standards/acrl_access_services_framework.pdf google scholar
  • Ashikuzzaman, M. D. (2013). Functions and objectives of special library-Library & Information Science Network. http://www.lisbdnet.com/functions-and-objectives-of-specia/ google scholar
  • Budiyanti H., Patiro S. P. S., Djajadi M. & Astuty S. (2019). Does service quality in education and training process matters? Study of government’s human resource agencies in Indonesia. Journal on Efficiency and Responsibility in Education and Science, 13(1), 41-55. http://dx.doi.org/10.7160/eriesj.2020.130104 google scholar
  • Camilleri, M.A. (2021). Evaluating service quality and performance of higher education institutions: A systematic review and a post-COVID-19 outlook. International Journal ofQuality and Service Sciences, 13(2), 268-281. https://doi.org/10.1108/IJQSS-03-2020-0034 google scholar
  • Chaudhry, M. S., Bhatti, M. Z., Shahzad, K., Sulehri, I. G., Hussain, I. & Ullah, M. U. (2021). Users’ perceptions and expectations of quality services in libraries of Punjab Group of Colleges, Lahore. Library Philosophy and Practice (e-journal). 5528. https://digitalcommons.unl.edu/libphilprac/5528 google scholar
  • Chiya, K. P., Onyancha, O. B. & Ezema, I. J. (2022). Students’ perceptions of the user education programmes at a South African university. IFLA Journals, 49(2). https://doi.org/10.1177/03400352221130775 google scholar
  • Chukwuwuji, C. N. & Umeji, E. C. (2020). The role of university library for enhanced university-industry relationship. Library Philosophy and Practice (e-journal). 3819. https://digitalcommons.unl.edu/libphilprac/3819 google scholar
  • Del Rfo-Rama M., Âlvarez-Garrfa, J., Mun, N. K. & Duran-Sanchez, A. (2021).Influenceof thequality perceivedof service of a higher education center on the loyalty of students. Frontier Psychology, 12, 671407. https://doi.org/10.3389/fpsyg.2021.671407 google scholar
  • Gabby, L. K. & Shoham (2017). The role of academic libraries in research and teaching. Journal of Librarianship and Information Science, 51(3). https://doi.org/10.1177/0961000617742462 google scholar
  • Ilori, M. E. & Owolabi, K. A. (2020). Availability and utilisation of library services by undergraduates in Lagos State University, Nigeria. Ilorin Varsity International Journal of Library & Information Science, 3(1), 101-110. https://www.researchgate.net/publication/358652806_Availability_and_Utilisation_of_Library_Services_by_Undergraduates_in_Lagos_state _University_Nigeria google scholar
  • Kaur, P. & Amanpreet (2020). Service quality in higher education: A literature review. Elementary Education Online, 19(4), 6308-6324. https://www.ilkogretim-online.org/fulltext/218-1640277706.pdf google scholar
  • Khan, S.A. (2015). User’s perception of services quality of the Central Public Library Bahawalpur. Library Philosophy and Practice (e-journal). 1276. https://digitalcommons.unl.edu/libphilprac/1276/ google scholar
  • Li, B., Song, Y., Lu, X. & Zhou, L. (2020). Making the digital turn: Identifying the user requirements of digital scholarship services in university libraries. The Journal of Academic Librarianship, 46(2), 102135. https://doi.org/10.1016/j.acalib.2020.102135 google scholar
  • Madukoma, E. (2015). Users’ perception of electronic reference services in Babcock University Library, Ilishan-Remo, Ogun State, Nigeria. IFLA WLIC. https://www.ifla.org/files/assets/reference-and-informationservices/publications/2015_ifla_reference_section-madukoma-en2.pdf. google scholar
  • Makinde, O. O., Ogungbo, W. O., Dapo-Asaju, H. S. & Ekeh, E. M. (2021). Undergraduates perception of library services in Lagos State public university libraries. World Journal of Innovative Research, 11(2), 1-18. https://www.wjir.org/download_data/WJIR1102021.pdf google scholar
  • Nworie, J. C., Ubochi, E. U., Iwuchukwu, C., & Njoku, C. C. (2023). Challenges and prospects of library and information services in academic libraries in Nigeria. Library Philosophy and Practice (e-journal). 7630. https://digitalcommons.unl.edu/libphilprac/7630 google scholar
  • Odunola, O.A. & Tella, A. (2019). Influence of information technology skills on library patronage by undergraduate students in south-west, Nigeria. Library Philosophy and Practice (ejournal). 2582. https://digitalcommons.unl.edu/libphilprac/2582 google scholar
  • Officialtemy (2019). University of Ilorin’s Library. https://mylibraryunilorin.school.blog/2019/06/26/university-of-ilorins-library/ google scholar
  • Okeke, I. E., Oghenetga, L. U. & Nwabu, E. C. (2013). Students’ attitude towards the use of reference and information services (RIS) in academic libraries in Nigeria. International Journal of Library and Information Science, 5(10), 335-341. google scholar
  • Okogwu, F.I. (2022). The role of academic libraries in promoting clientele centered services. Library Philosophy and Practice (e-journal). 7094. https://digitalcommons.unl.edu/libphilprac/7094 google scholar
  • Otonekwu, F. O., Oyedokun, T. T., Komolafe, S. R. & Adewara, J. O. (2019). Evaluation of the use of reference sources and services among students of Kwara State College of Education, Ilorin, Nigeria. International Journal of Information processing and Communication, 7(2), 185-195. https://yipc.com.ng/index.php/yipc/article/view/330/181 google scholar
  • Otonekwu, F. O., Saliu U. A. & Oyedokun T. T. (2019). Evaluation of users’ satisfaction with reference services in selected federal university libraries in Southeastern Nigeria. Insaniyat: Journal of Islam and Humanities, 3(2), 85-98. http://journal.uinjkt.ac.id/index.php/insaniyat/article/view/10326 google scholar
  • Saliu, A.U. & Abdulssalam, T.A.B. (2014). Circulation procedures and the functions of circulation units in Nigeria: A case study of University of Ilorin Library. Centrepoint Journal: Humanities Edition, 17(1), 129-142. google scholar
  • Sanchez-Rodriquez, N.A. (2018). Mixed methods of assessment: Measures of enhancing library services in academia. City University of New google scholar
  • York Academic Works. https://academicworks.cuny.edu/cgi/viewcontent.cgi?article=1886&context=cc_pubs google scholar
  • Udem, O. K., Ikenwe, J. I. & Ugwuamoke, E. C. (2020). Undergraduates’ perception of library service quality and value in the 21st Century in southeast Nigeria: A case study. Library Philosophy and Practice (e-journal). 4501. https://digitalcommons.unl.edu/libphilprac/4501/ google scholar
  • Uganneya, S., Ape, R. & Ugbagir, N. (2012). Information services provision and user satisfaction in agricultural research libraries in Nigeria. International Journal of Library and Information Science, 3(6), 88-93. https://academicjournals.org/article/article1379686578_Uganneya%20et%20al.pdf google scholar
  • University of Ilorin Library (2023). Readers’ services division. https://universitylibrary.unilorin.edu.ng/readers.html google scholar
There are 31 citations in total.

Details

Primary Language English
Subjects Information Systems (Other)
Journal Section Research Articles
Authors

Janet Oluwaseyi Adewara 0009-0009-5579-1034

Tunde Toyese Oyedokun 0000-0001-5306-038X

Grace Olabisi Babafemi 0000-0001-9135-5541

Jamiu Wankasi Abdulraheem 0009-0009-5376-2184

Publication Date January 18, 2024
Published in Issue Year 2023 Issue: 20

Cite

APA Adewara, J. . O., Oyedokun, T. T., Babafemi, G. O., Abdulraheem, J. W. (2024). Undergraduate Students’ Perception of Service Quality of Readers’ Services in a Nigerian University Library. Bilgi Ve Belge Araştırmaları(20), 1-17. https://doi.org/10.26650/bba.2023.20.1340177
AMA Adewara JO, Oyedokun TT, Babafemi GO, Abdulraheem JW. Undergraduate Students’ Perception of Service Quality of Readers’ Services in a Nigerian University Library. Bilgi Ve Belge Araştırmaları. January 2024;(20):1-17. doi:10.26650/bba.2023.20.1340177
Chicago Adewara, Janet Oluwaseyi, Tunde Toyese Oyedokun, Grace Olabisi Babafemi, and Jamiu Wankasi Abdulraheem. “Undergraduate Students’ Perception of Service Quality of Readers’ Services in a Nigerian University Library”. Bilgi Ve Belge Araştırmaları, no. 20 (January 2024): 1-17. https://doi.org/10.26650/bba.2023.20.1340177.
EndNote Adewara JO, Oyedokun TT, Babafemi GO, Abdulraheem JW (January 1, 2024) Undergraduate Students’ Perception of Service Quality of Readers’ Services in a Nigerian University Library. Bilgi Ve Belge Araştırmaları 20 1–17.
IEEE J. . O. Adewara, T. T. Oyedokun, G. O. Babafemi, and J. W. Abdulraheem, “Undergraduate Students’ Perception of Service Quality of Readers’ Services in a Nigerian University Library”, Bilgi Ve Belge Araştırmaları, no. 20, pp. 1–17, January 2024, doi: 10.26650/bba.2023.20.1340177.
ISNAD Adewara, Janet Oluwaseyi et al. “Undergraduate Students’ Perception of Service Quality of Readers’ Services in a Nigerian University Library”. Bilgi Ve Belge Araştırmaları 20 (January 2024), 1-17. https://doi.org/10.26650/bba.2023.20.1340177.
JAMA Adewara JO, Oyedokun TT, Babafemi GO, Abdulraheem JW. Undergraduate Students’ Perception of Service Quality of Readers’ Services in a Nigerian University Library. Bilgi Ve Belge Araştırmaları. 2024;:1–17.
MLA Adewara, Janet Oluwaseyi et al. “Undergraduate Students’ Perception of Service Quality of Readers’ Services in a Nigerian University Library”. Bilgi Ve Belge Araştırmaları, no. 20, 2024, pp. 1-17, doi:10.26650/bba.2023.20.1340177.
Vancouver Adewara JO, Oyedokun TT, Babafemi GO, Abdulraheem JW. Undergraduate Students’ Perception of Service Quality of Readers’ Services in a Nigerian University Library. Bilgi Ve Belge Araştırmaları. 2024(20):1-17.