St. Paul University Surigao: Users' Satisfaction of SPUS Library Online Services

St.
Paul University Surigao

St. Paul University System
Surigao City, Philippines
Users’ Satisfaction of SPUS Library Online Services
CHAPTER 2
REVIEW OF RELATED LITERATURE
This chapter presents different studies and literature from other sources such as
journals and articles that provide related information on my study.
In an electronic age, information seekers are accustomed to instant access,
increasing the need for quality library service (Posey, 2009). Digital libraries play an
important role for students; librarians are educators that procure content and provide
instruction on how to use and evaluate resources (Laura, Holly Rick & Karen, n.d).
One of the most significant developments in reference services these past several
years has been the emergence of the digital reference services. Also known as virtual
reference services, digital reference service (DRS) is “reference service initiated
electronically, often in real-time, where patrons employ computers or other Internet
technology to communicate with reference staff, without being physically present”
(Marian & Christine, 2012).
Users’ Satisfaction
Applegate (1997) defines user satisfaction as “a personal, emotional reaction to a
library service or product”. According to Mairaj and Naseer (2013) It is common in the
developed world for libraries to conduct user satisfaction surveys to improve the level and
quality of services offered to users. These surveys help in evaluating the strengths and
weaknesses of libraries and provide an opportunity to library managers to enhance the user
St. Paul University Surigao
satisfaction. According to Allison and Rainer, 1996, user satisfaction with computers is an
increasingly important topic in view of the enormous growth in the number of
organizational personnel who use computers in their work and the resulting need to
evaluate the effectiveness of such usage. Enhancing user satisfaction is integral to a
successful service oriented organization including libraries, because satisfied users remain
loyal. Tiefel,(2004) pointed out that students are often satisfied with materials that an
experienced librarian would find inadequate and /or inappropriate.
‘user’ is a
preferred term.
2
Enhancing user satisfaction is inte-
gral to a successful service oriented
organisation
including libraries, because satisﬁed
users remain
loyal, have positive feelings and
recommend the
service to others.
Web Pages
The library also creates custom web pages with resources that are relevant to
individual courses. Services provided online include reference and research assistance,
document delivery, interlibrary loan, collaborating programs with local libraries, and
library user training, including research techniques (John, 2021).
Students struggle to find scholarly resources to support their academic work. For
online students, these struggles can become overwhelming. Many students fall into search
habits that may assist them in completing an assignment, but will not build lifelong
learning skills or information literacy skills needed for future employment. (Laura, Holly
Rick & Karen, n.d).
OPAC
OPAC is one of these technologies provide access to any of the information
contained in the record for an item in the library. It may define as a database of
bibliographic records describing the holdings of a library (Shivakumaraswmay, 2016).
Libraries have started using advanced information technology in providing services to the
users. Online Public Access Catalogue is one of the services that to being provided by the
Devi Ahilya University Library (Rajput & et al, 2008). Thus, providing access to
important information resources through the library OPAC can offer a more complete
research picture for users, which may in turn increase users’ patronage of library resources
(Shorunke & et. al, n.d). Mulla and Chandrashekara (2009) conducted a survey on the
effective use of Online Public Access Catalogue at the libraries of engineering colleges in
Karnataka (India). Questionnaire based survey was conducted and distributed randomly to
the staff and students of engineering colleges at Karnataka and found that there are lot of
lack in awareness about OPAC in users’ community and they reported that OPAC are not
user friendly. Veena and others did study on OPAC facility at SVC College, Bantwala,
Mangalore examines various aspects of OPAC such as frequency of use, purpose, benefits
of use, etc. The result of the revealed that 43(37.07%) of the respondents used OPAC
search by author. The results of the study indicated that a majority of users search
information concerning the library resources through OPAC. Kumar & Vohra investigated
the manner and purpose by which users search OPAC in the three university libraries of
Punjab region in India. The findings of their study revealed that despite of users being
well aware of the OPAC facility; they are not fully utilizing all the search options of
OPAC (Siddagangaiah & Muthuraja, 2017).
Library Online Services
The purpose of this research was to determine if virtual patrons are satisfied with
the resources and services being provided by a university’s online library. College
students are accessing virtual libraries whether they are on campus or learning from a
distance. (Tyler & Hastings, 2011).
Users’ information needs and expectations are continuously changing in this age of
information and communication technology (Mairaj & Naseer, 2013). According to Tiefel
(2004) most library users are unaware of the quality and variety of information available.
Age also plays an important role in usage; the younger the student and faculty members
are, the more they use library materials (Bar-llan et al, 2003).
https://files.eric.ed.gov/fulltext/EJ941409.pdf
https://files.eric.ed.gov/fulltext/ED539071.pdf
https://www.pewresearch.org/internet/2013/01/22/library-services/
https://secure.onlinelearningconsortium.org/effective_practices/online-library-
materials-and-services
CHAPTER 3
METHOD
This chapter presents the research design, respondents, instruments used in the
study, data gathering procedure and data analysis.
Research Design
The study employs a quantitative descriptive research design utilizing survey
questionnaire. It was appropriate, for the survey questionnaire was distributed to the
College faculty and students of St. Paul University Surigao to know if they are satisfied to
the SPUS Library Online Services.
Respondents
The respondents of the study were all College faculty and thirty (30) students per
college department who enroll first & second semester of the academic year 2020-2021 in
St. Paul University Surigao.
Instrument
This study use researcher-made questionnaire to gather the data.
https://www.survio.com/survey-template/library-user-satisfaction-survey
QUESTIONNAIRE
“USERS’ SATISFACTION OF SPUS LIBRARY ONLINE SERVICES”
PART I: Profile of the Participant
DIRECTION: Below are the items that ask information about you. Kindly fill each item
with the write answer requested below.
NAME (OPTIONAL) _______________________________ AGE:_____________
SEX: __________ DEPARTMENT _____________________________________
PART II: SATISFACTION OF LIBRARY ONLINE SERVICES

Instructions: Rate the level of users’ satisfaction of SPUS Library Online Services using
the following scale:
4 – Strongly Agree
3 – Agree
2 – Disagree
1 – Strongly Disagree
Strongly Agree Agree Disagree Strongly Disagree

EBSCO ( (4) (3) (2) (1)
Are you satisfied the information
provided in this services?
The information are up-to-date
The information are relevant
All your information needs are
provided
Knowledgeable how to use and access
Easy to access
Accessible without visiting library

OPAC (4) (3) (2) (1)
provided
Easy to access

OLIVIA (4) (3) (2) (1)
provided
Easy to access

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Paul University Surigao

Users’ Satisfaction of SPUS Library Online Services

REVIEW OF RELATED LITERATURE

journals and articles that provide related information on my study.

In an electronic age, information seekers are accustomed to instant access,

reference services, digital reference service (DRS) is “reference service initiated

electronically, often in real-time, where patrons employ computers or other Internet

technology to communicate with reference staff, without being physically present”

(Marian & Christine, 2012).

Applegate (1997) defines user satisfaction as “a personal, emotional reaction to a

Users’ Satisfaction of SPUS Library Online Services

increasingly important topic in view of the enormous growth in the number of

evaluate the effectiveness of such usage. Enhancing user satisfaction is integral to a

experienced librarian would find inadequate and /or inappropriate.

Users’ Satisfaction of SPUS Library Online Services

library user training, including research techniques (John, 2021).

Rick & Karen, n.d).

OPAC is one of these technologies provide access to any of the information

bibliographic records describing the holdings of a library (Shivakumaraswmay, 2016).

Users’ Satisfaction of SPUS Library Online Services

OPAC (Siddagangaiah & Muthuraja, 2017).

Library Online Services

distance. (Tyler & Hastings, 2011).

Users’ Satisfaction of SPUS Library Online Services

study, data gathering procedure and data analysis.

The study employs a quantitative descriptive research design utilizing survey

Users’ Satisfaction of SPUS Library Online Services

the SPUS Library Online Services.

St. Paul University Surigao.

This study use researcher-made questionnaire to gather the data.

“USERS’ SATISFACTION OF SPUS LIBRARY ONLINE SERVICES”

PART I: Profile of the Participant

NAME (OPTIONAL) _______________________________ AGE:_____________

SEX: __________ DEPARTMENT _____________________________________

PART II: SATISFACTION OF LIBRARY ONLINE SERVICES

Users’ Satisfaction of SPUS Library Online Services

Strongly Agree Agree Disagree Strongly Disagree

Strongly Agree Agree Disagree Strongly Disagree

Users’ Satisfaction of SPUS Library Online Services

Strongly Agree Agree Disagree Strongly Disagree

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NAME (OPTIONAL) ___________________ AGE:_

SEX: DEPARTMENT ___________________________