Assessing User Satisfaction to Determine the Effectiveness of Library Services: The focuses on the Public Library of Karachchi Pradeshiya Sabha, Kilinochchi

Abstract

The focus of this research is to Assess User Satisfaction to determine the Effectiveness of Library Services at the Public Library of Karachchi Pradeshiya Sabha, Kilinochchi. Public libraries play an important role in community learning and development, and measuring customer satisfaction may help them operate more effectively. This research focuses on three key service areas: reference, lending, and children's. This study calculated the optimum sample size for a population of 2,052. Based on this procedure, 322 individuals were chosen using the Krejcie and Morgan sample size table to assure statistical correctness. Among these, 298 answered, for a 93% response rate. Data were collected via structured questionnaires, allowing for a thorough assessment of users' requirements and experiences. To achieve a fair representation of diverse user groups, data were obtained using a stratified random sample technique. The study found a substantial positive correlation (R² = 0.177, R = 0.420, p = 0.000) between Library Physical Resources and user happiness. Information Resources significantly increased user satisfaction (R² = 0.214, R = 0.462, p = 0.000), showing a strong association. Organisation of information resources significantly increased user satisfaction (R² = 0.284, R = 0.533, p = 0.000). Library Human Resources significantly impacted user satisfaction (R² = 0.284, R = 0.533, p = 0.000), accounting for 28.4% of the variation. This high level of involvement indicates great engagement and validates the study's conclusions. According to these findings, numerous recommendations have been made to improve service efficiency, renew the library's collection, and enhance the overall user experience. These findings identify both strengths and areas for development, which can help local governments and library professionals enhance service quality and user satisfaction.