User Satisfaction on Public Library Services: Special reference to Public Libraries in Vavuniya District

Abstract

This study is to identify the public library services in Vavuniya district and the satisfaction of the users about their services. It aims to assess the current status of the service provisions of public libraries to the users. There are one Urban Council Library and six Pradeshiya Sabha Libraries available in Vavuniya District and 230 users are officially registered in these seven public libraries. The sample of 144 users was selected for this study by the adaption of Krejcie & Morgan sampling table from the total population. These 144 users from seven libraries were selected on the basis of stratified random sampling method. In addition, seven Chief Librarians were issued a structured questionnaire and interviewed to counter check the library services. Data were collected using questionnaires, direct observation and discussions as primary source from the users and the documents were retrieved as secondary source. Data were analysed by the way of rating scale, percentage system by using MS Excel. The results showed as per the users point of view that the Public Libraries are lagging behind in physical resources, infrastructure facilities and human resources. The physical condition of the libraries indicated by the library facilities, furniture, documents, electronic equipment and basic facilities are not sufficient. On this basis 68 per cent of the users have expressed dissatisfaction with the services of the public libraries. Based on the Chief Librarians’ responses, there is shortage of library personnel and at the same time there are inappropriate staff employed. As library staff is not aware of cataloguing, classification and physical information resources due to their low level of education and training, which also leads to the user dissatisfaction. Further, it states that electronic information service is marginal and is not found in 85% of the public libraries. Beside, Vavuniya District Public Libraries face problems in providing services due to the lack of adequate funds, insufficient library buildings and shortage of furniture facilities. Therefore, this study points out to the need to move towards a user-centered service environment with the appropriate physical and information resources in order to enhance the user satisfaction