Evaluation of Public Services by its Users of an Academic Library, Lagos State University (LASU), Ojo, Nigeria

Abstract

Academic libraries focus on meeting their users’ expectations through the provision of resources and services necessary for their intensification and improvement. Academic libraries engage in evaluation of their services by users for service improvements. Evaluation in academic libraries refers to a set of methods, skills and tools employed to unearth how users perceive their products and services before, during and after users’ interactions with them. This study investigates users’ evaluation of public services of the library in Lagos State University (LASU), Ojo. The researchers adopted a survey research method and used a structured questionnaire for data collection. The study population consisted of registered library users who are students from various faculties in the institution. 450 copies of the questionnaires were distributed among the users in their respective faculties.356 copies of the questionnaire were completed and returned. Simple percentage and frequency counts were used for data analysis. The findings of the study revealed types of public services rendered by the library as reference services, 96%, circulation services 100% and, digital reference services, 75.6%. On the level of user's satisfaction with the services rendered by the library, respondents indicated that they are satisfied with the circulation services and, lending services among others. The researchers recommend that the library should conduct regular users’ evaluation to determine users’ satisfaction with the library services. The management of the library should organise regular training for members of staff of the library on how to relate with users and accommodate their information needs.