Users’ Perception of the Telecommunication Technologies Used for Improving Service Delivery at Federal University Libraries in Anambra and Enugu State

Abstract

The study examines users' perception of the telecommunication technologies used for improving service delivery at federal university libraries in Anambra and Enugu States of Nigeria. Its specific objectives are to determine users' awareness and satisfaction on the use of telecommunication technologies in service delivery and also to highlight the roles and challenges associated with the use of the facilities in service delivery in the libraries under study. The paper adopts a descriptive survey design. Its target population was 11609 registered library users. A proportionate random sampling technique was used to select 5% (580 respondents) of the population as sample for the study. A self-developed questionnaire was used for data collection. The data collected were analyzed using mean and standard deviation. The result of the study reveals that users were aware of the use of some telecommunication technologies, but were not satisfied with the functional state of most of the technologies used for service delivery. However, the study identifies various challenging factors that undermined effective use of telecommunication technologies to improve service delivery in the study area. Among the identified challenges were poor funding, lack of competent personnel, irregular power supply and lack of internet connectivity. Suggestions are made to improve the functional state of the facilities to ensure prompt and efficient service delivery.