Users’ Satisfaction of the Academic Library Services in Sri Lanka

Abstract

The user is the key person in services provided by company, institution or organisation. Therefore, it is significant to focus on the users of the library and doing utmost to make them satisfied. Understanding the user needs is half the battle won in providing information services in an academic library. The success of any information system depends considerably on how best the system design is based on a close and accurate understanding of the users. To put it into context, the user is not only the most important aspect, but is also a dynamic component of a library. Therefore, understanding the user is significant and a continuous effort is required in this aspect. User satisfaction studies and researches are primarily based on the users. The performance of any library can be judged on the basis of the extent of satisfaction of the users. Hence, there is a need to conduct the user surveys and researches more often to evaluate the existing print and non-print resources, services, and facilities. These studies are also essential to know the difference in satisfaction among the different categories of users. The analysis indicated that the highest dissatisfaction was observed at the library opening hours. The students of the Management studies were highly satisfied with the services when compared with the overall response of students in all faculties. Some opinions of the survey disclosed the need to develop the infrastructural facilities to provide better services to the users.