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BAGUIO CENTRAL UNIVERSITY GRADUATE STUDIES PAGE

CUSTOMER SATISFACTION ON LIBRARY SERVICES

OF BAGUIO CENTRAL UNIVERSITY

______________

A Thesis Presented to

the Faculty of the Graduate School

Baguio Central University

Baguio City

______________

In Partial Fulfillment

of the Requirements for the Degree

Master of Arts in Administration and Supervision

_____________

byAntoniette P. Abellada

November 2013


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APPROVAL SHEET

This thesis entitled, CUSTOMER SATISFACTION ON LIBRARY

SERVICES OF BAGUIO CENTRAL UNIVERSITY, prepared and submitted by

MS. ANTONIETTE P. ABELLADA, in partial fulfillment of the requirements for

the degree, MASTER OF ARTS IN ADMINISTRATION AND SUPERVISION

has been reviewed and examined and is hereby endorsed for acceptance and approval

for oral defense.

(SGD.) JUANITA B. MADARANG, Ed.D. Adviser

PRE-ORAL EXAMINATION COMMITTEE

(SGD.) LEONIDA B. MITRA, Ed.DChairman

(SGD.) PEDRING C. CAGAS, Ed. (SGD.) GUILLERMINA O. PEA, Ed.DMember Member

Noted by:

(SGD.) BERNADETTE C. PAL-EC, Ph.D.Dean, Graduate SchoolDate: October 30, 2013


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PANEL OF EXAMINERS

Approved by the Committee on Oral Examination with a grade of

94.67% on OCTOBER 30, 2013.

(SGD.)LEONIDA B. MITRA, Ed.DChairman

(SGD.)PEDRING C. CAGAS, Ed. (SGD.)GUILLERMINA O. PEA, Ed.DMember Member

Accepted and approved in partial fulfillment of the requirements for the

degree, Master of Arts in Administration and Supervision.

Comprehensive Examination was taken with a grade of 93% on

NOVEMBER, 2012.

(SGD.) JUANITA B. MADARANG, Ed.D.

Adviser

Noted by:

(SGD.) BERNADETTE C. PAL-EC, Ph.D.Dean, Graduate SchoolDate: October 30, 2013


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ABSTRACT

Name of Institution : BAGUIO CENTRAL UNIVERSITY

Address : # 18 Bonifacio Street, Baguio City

Title : CUSTOMER SATISFACTION ON LIBRARYSERVICES OF BAGUIO CENTRAL

UNIVERSITY

Researcher : ANTONIETTE P. ABELLADA

Date Started : April 2013

Date Completed : October 2013

Customer satisfaction, from the service quality perspective, has emerged as a new

modus operandi for assessing customers perception and expectations of services in

order to re-orient and regulate existing services. The researcher, as a library staff,

realizing the necessity of complying with customer perception of high quality service

have decided to conduct this research study to determine the current level of

satisfaction of their customers. A descriptive-quantitative approach was utilized to as

the design of the study. There were 400 students and 100 academic staff who served

as respondents. It was conducted within the premises of Baguio Central University

being its locale. Permission to administer the questionnaire was sought from the


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school administration. Afterwards, floating of questionnaires was done at the

convenience of the respondents. Findings revealed that the level of satisfaction of

library customers on materials provided in the library for use of student and academic

staff was only satisfactory. This is attributed to the lack of cultural periodicals,

journals on different subject areas and leisure reading books. It can also be credited to

the deficient collection of latest books and materials. Meanwhile, the very satisfactory

appraisal given by the library customers on the facilities and equipments used is linked

to the limited number of computer units and unavailability of processing room to

facilitate books and other materials. Lastly, the library customers perceived that the

services exhibited by the library staff are outstanding. This positive outcome is

attributed to the fulfillment of their roles as information providers and their

remarkable relations with library customers. From the foregoing conclusions, this

study recommends the following: (1) There should be a collection development

program (CDP) for a well balanced library collection; (2)More books and journals are

needed to better meet the course requirements of library customers; (3) Additional

computer units and improved internet services, including printing, equipment should

be provided for better library services; (4) There should be a section for leisure

reading books where library customers that can lighten up and aid in their literature

requirements; (5) Set-up more periodical racks and processing room to improve

accessibility of library materials; (6) Regular posting of new list of acquired materials


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specially on research studies; (7) Library staff should be given regular trainings on

customer service for them to be updated; and (8) Follow-up assessment of library

services in the same institution every three. Finally, this research is hoped to serve as a

keystone for other studies and to also stimulate the momentum of current research on

service quality or library satisfaction.

Keywords : Customer satisfaction, library services, materials, facilities, personnel,

undergraduates, academic staff


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ACKNOWLEDGEMENT

The researcher hereby acknowledges the contributions and assistance of the

following people with deep gratitude. They are as follows:

For most to the Almighty God, for his unending blessings to the researcher and

her family making it possible to finish this research work;

Margarita Cecilda B. Rillera, the President of Baguio Central University, for

all the opportunities and privileges she has given the researcher in order to finish the

study;

Dr. Juanita B. Madarang adviser of the researcher for her expertise in guiding

the researcher in the research process, and her valuable suggestions and comments

which led to the refinement of his study.

Dr. Bernadette C. Pal-ec, Dean of Graduate School Baguio Central University

for approving the request of the researcher to float her questionnaire among the

students of Baguio Central University.

To the panel members, Dr. Leonida B. Mitra, Dr. Pedring C. Cagas, and

Dr. Guillermina O. Pe a, for their comments and suggestions that lead to the

refinement of this study.

The librarians of Baguio Central University for the support to finish her

research.

To the respondents who have shared their time and effort in answering the

questionnaire.


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To Dr. Evangeline B. Fuentes, Ms. Mary Rose Bencila and Engr. Cresilda

Felix for their time and encouragement, for guiding the researcher in improving the

data gathering tool and for helping her with the statistical treatment data.

To Dr. Carlos P. Luma-ang, for aiding the researcher in the statistical analysis

of the data gathered in this study;

To her FAMILY, especially her parents Mr. Anthony T. Pacuyan Sr. and Mrs.

Patricia A. Pacuyan for the continues encouragement, moral and financial support.

To her husband ALEX and children CLIN JONES, KURT and KENT who

give love and understanding, who serve as an inspiration to the researcher, and who

have given their full support.

To her brothers and sisters, especially Geraldine, Boy, and Cel-cel who

unselfishly supported her financially, emotionally, morally and spiritually.

To those whose names were not mentioned but had greatly helped the

researcher in one way or another to accomplish this endeavor. More power and God

speed.

DAKDAKE AY IYAMAN EN DAKAYO AMIN

A.P.A


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D E D I C A T I O N

To my loving husband and children

Alex

Clint Jones, Kurt and Kent

beloved Parents

Anthony T. Pacuyan Sr. and Patricia A. Pacuyan

brothers and sisters

Ariel, Genevieve-Hector, Geraldine, Boy Jr., Cel-cel and Giovanni

Nieces and Nephew

Collen Jane, Hannah Marie, Ruby and Ton-ton

My father and mother in-law,

Auntie Dorina and Family

Who are all the sources of my strength and inspiration,

this piece of work is humble dedicated.

AN AN


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TABLE OF CONTENTS

Page No.

TITLE PAGE . . . . . . . . . . . . . . . . . . . . . . . . i

APPROVAL SHEET . . . . . . . . . . . . . . . . . . . . ii

PANEL OF EXAMINERS . . . . . . . . . . . . . . . . . iii

ABSTRACT . . . . . . . . . . . . . . . . . . . . . . . . . iv

ACKNOWLEDGMENT . . . . . . . . . . . . . . . . . . vii

DEDICATION . . . . . . . . . . . . . . . . . . . . . ix

TABLE OF CONTENTS . . . . . . . . . . . . . . . . . . x

LIST OF TABLES . . . . . . . . . . . . . . . . . . . . . xiii

LIST OF FIGURE . . . . . . . . . . . . . . . . . . . . xv

CHAPTER

1 THE PROBLEM

Background of the Study . . . . . . . . . . . . . . . 1

Theoretical Framework . . . . . . . . . . . . . . . 8

Paradigm of the Study . . . . . . . . . . . . . . . 10

Statement of the Problem and Hypothesis . . . . . . . 12

Scope and limitation of the Study . . . . . . . . . . . 13

Definition of Terms . . . . . . . . . . . . . . . 13

Importance of the Study . . . . . . . . . . . . . . . 15


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2 DESIGN AND METHODOLOGY

Research Design . . . . . . . . . . . . . . . . . . 17

Data Gathering Tool . . . . . . . . . . . . . . . . . . . . 18

Validity and Reliability of Research Instrument . . . . . . . . 18

Data Gathering Procedure . . . . . . . . . . . . . . . . . . . 19

Statistical Treatment of the Data . . . . . . . . . . . . . . 20

3 RESULTS AND DISCUSSIONS

Level of Satisfaction of Library Customers on the

Materials Provided in the Library for Use

of Students and Academic Staff .... 23


Library Facilities and Equipment Used ..... 38


Library Services Offered .... 49

4. CONCLUSIONS AND RECOMMENDATIONS

Conclusions . . . . . . . . . . . . . . . . . . . . 65

Recommendations . . . . . . . . . . . . . . . . . . . . . 65

REFERENCES . . . . . . . . . . . . . . . . . . . 67

APPENDICES

A. Letter of Request to Float Questionnaire . . . . . . . . 72

B. Letter of Permission to Float Questionnaire . . . . . . 73


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C. Cover letter of questionnaire . . . . . . . . . . . . . . 74

D. Questionnaire . . . . . . . . . . . . . . . 75

E. Reliability Computation . . . . . . . . . . . . . . . 77

F. Computation for table 1b . . . . . . . . . . . . . 79

G. Computation for table 2b . . . . . . . . . . . . . 81

H. Computation for table 3b . . . . . . . . . . . . . 83

CURRICULUM VITAE . . . . . . . . . . . . . . . . . . 85


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LIST OF TABLES

Table Page No.

A Distribution of respondents .... 18

1 Level of Satisfaction of Students on the Materials

Provided in the Library for Use of Students

and Academic Staff . 24

1a Level of Satisfaction of Academic Staff on

the Materials Provided in the Library for

Use of Students and Academic Staff ... 30

1b Summary and Comparison of the Respondents Perceptions

on Their Level of Satisfaction on the Materials

Provided in the Library ....... 35

2 Level of Satisfaction of Students on the

Library Facilities and Equipment Used ...... 39

2a Level of Satisfaction of Academic Staff on the

Library Facilities and Equipment Used ...... 43


on Their Level of Satisfaction on the

Library Facilities and Equipment Used .. 47


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3 Level of Satisfaction of Students on the

Library Services Offered ..... 50

3a Level of Satisfaction of Academic Staff on the



on Their Level of Satisfaction on the



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LIST OF FIGURE

Figure Page No.

1 Paradigm of the Study . . . . . . . . . . . . 15


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Chapter 1

THE PROBLEM

Background of the study

Mahatma Ghandi once said, A customer is the most important visitor in our

premises; he is not dependent on us. We are dependent on him. He is not an

interruption to our work. He is the purpose of it. He is not an outsider in our business.

He is part of it. We are doing him a favor by serving him. He is doing us a favor by

giving us an opportunity to do so.

The university library has been described as the heart of the learning

community, providing a place for students and faculty to carry out their information

searching pursuits to advance their knowledge. The librarians and library support staff

provide numerous services to meet the diverse informational needs in terms of the

requirements and interests of the customers.

According to Filiz (2007), customer satisfaction is an important measure of

service quality in libraries. Customers perceptions about libraries seem to have been

largely ignored by library management in developing countries, as is evident from the

paucity of literature in the field. The assessment of service quality provides an

important feedback for libraries to assess and improve the service provided to its

customers. Furthermore, he says that the survival of a library very much depends on

the benefits it brings to customers. Its existence will be in question when customers

begin looking for alternatives to library services. One way to show value is by


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providing quality service. It is therefore important for the library to be aware of

changing customer expectations, and to continually strive to provide quality service to

its customers.

As cited by Cullen (2001), it was Altman and Hernon (1996) who introduced

the idea of customer satisfaction in libraries. According to them, service quality in

higher education libraries is usually associated with the question of customer

satisfaction, which in turn is based on customer perceptions of service quality. The

relationship between service quality and customer satisfaction is a complex one, in

which the service quality is defined as a component of customer satisfaction. Cullen

(2001) further cites Elliot (1995), who also makes use of this term and defines

customer satisfaction as the emotional reaction to a specific transaction or service

encounter. She points out that satisfaction may or may not be directly related to the

performance of the library on a specific occasion. Customers can receive an answer to

a query, but be dissatisfied because of an upsetting or angry service provider.

Conversely, even if the query might remain unanswered, another customer might feel

satisfied because the service provider was pleasant, and the helper was interested and

courteous.

Employing customer assessment of library services has been a widely accepted

concept since the last decade (Shi, Holahan & Jurkat 2004). Although the quality

element has been firmly established in the academic library sector for at least two

decades, measuring customer satisfaction from the service quality perspective has not


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been comprehensively used in the university library sector. Customer satisfaction is

usually not a popular topic in the discipline of library and information sciences, and

there are not many research studies yet associated with the university library sector

that have been carried out to identify the predictors for satisfaction. Cullen (2001)

recounts that research studies analyzing customer satisfaction in relation to service

quality tended to suggest that very few libraries can understand the importance of

quality and satisfaction to retain their customers, in the context of the competitive

global digital environment.

Increasingly, Academic Library users have varying needs and expectations.

User satisfaction generally evaluates the sources and services of the library as a whole.

It helps to clarify the librarians concept of the service as well as the assumption

about the user needs. One of the elements of quality service is when users personal

needs and expectations are incorporated into the development of programs and

services of libraries (Millson-Martula & Menon, 1995). Effectiveness must be

measured in terms of how well a service satisfies the demand placed upon it by the

users (Lancaster, 1993).

The library as organization was no different from the other organizations,

moreover in its engagement with change. For example, quality of an academic library

was first measured in terms of its collection- an assessment of what is had rather than

what it did. But as centuries passed, library quality was no longer equated with quantity

of collection alone, or how big the library was; instead, it was more on what the library


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can do for the development of its customers and how far it went in reaching out to them,

today, service quality in academic libraries applies to three general areas, each of which

consists of assorted variables. They are: Resources or contained information in the

library; Organization that speaks of how systematically arranged are the resources,

including how conducive the service environment is and how fast and accurate is

resource delivery; and Service, delivered by the personnel that is evident on how well a

staff relates to the customer by what of reference interview and assistance given. The

following discussion illustrate this development.

In Portugal, the Portuguese Association for Information Management had

developed a conceptual and methodological line of investigation which started in 2005

and ended in 2007 for formulating hypotheses and theories on customers needs through

a different outlook about strategic dimensions of users roles, perceptions and satisfaction

in governmental libraries, which meant that they were on the move to implement quality

service in order to achieve customer satisfaction (Ochoa and Pinto, 2006). Also in Ghana,

over the years, libraries had been performing the traditional role of identifying, accessing,

storing and disseminating information to a relatively small number of users. In recent

years, things gradually changed. In all types of libraries, the numbers of users increased

and are now demanding quality service for customer satisfaction.

In the Philippines, majority of the Philippine libraries are not yet fully

transformed into quality service providers. A few conducted relating to academic

libraries were not really into service quality and customer satisfaction. Hence, their most


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cited recommendation was that academic libraries need to improve to be at par with the

changes and developments happening around. A few studies conducted in Metro Manila

in academic libraries which were associated to service quality and customer satisfaction

included the research work of Calabon (2000). Her study showed that the following

needs improvement and attention from the library managers: library facilities and

equipment, manners by which complaints are handled, manner by which questions are

answered, and participation of clients in library decision making. Survey also showed

libraries were good on the lowing: courtesy or personal attention of the staff , on

scheduled library hours, location and atmosphere of libraries, and the professionalism

and assistance received from the staff.

There were also a few studies conducted in Baguio City. To find out the extent on

which the library meets research and study needs as Saint Louis University, Macabiog

(1989) conducted a study with both students and faculty members as respondents. Out of

the 2000 students, 821 answered most of the time, 719 answered some of the time, 218

answered all the time, 215 answered very seldom, 30 even answered not at all. For the

faculty members, out of the 350, 166 answered most of the times, 84 answered some of

the time, 52 answered all the times, and 48 answered very seldom. Regarding the

availability of references needed, Macabiog in the similar study reported that out of the

2000 student respondents, 792 answered often, 544 moderately often, and 375 answered

rare whereas out of the 350 faculty members, 124 answered often, 110 moderately often,

48 rare and a close 45 very often. These results show that faculty members respond more


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favorable than the students. Macabiog accounts this to the fact that faculty member have

more privileges than students. For instance, faculty members are allowed to borrow

references at the beginning of the term while students borrow only at 4:00 pm and to be

returned at 9:30 am.

Another study was conducted by Mendoza (1989) on the practices and problems

of Saint Louis University students on the use of the library. From the results of the study,

it was found out that students have difficulty using general references like dictionary.

They claim that it is difficult to understand dictionary abbreviations and to choose the

appropriate meaning they need from the dictionary. Another problem was students are

not aware that consulting the index volume of the encyclopedias is the best way to

accurate and speedy findings of material and subject matter in ach set of encyclopedia.

In addition, the investigation of Macabiog also revealed the results of the

evaluation of the library staff on some personality characteristics namely,

accommodating, approachable, courteous, friendly, helpful, resourceful. Results showed

that the greatest number of students respondents answered some of the time, compared

to most faculty respondents who answered most of the time. She explained that this

implies that library staff serves faculty members better than students because of their

status and reiterated that faculty members are more vocal in their needs than students.

Furthermore, these students are given more restrictions than faculty.

The Baguio Central University maintains its library units into three campuses.

The main unit is at the Bonifacio campus. The first Baguio Central University was the


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Fernandez Hall, organized and established by the late Godofredo H. Fernandez in

1973. He is the dynamic member of the Asia Foundation Association and the rotary

Club Association of the Philippines.

The library has been in continuous service at the main campus. In 2002,

through the ever energetic and dedicated President Margarita J. Fernandez who

pursued the building of new library annex located at the Magsaysay campus. It was

followed by another library at P. Burgos campus in 2002 which was eventually

inaugurated. The University Library takes pride as it contributes to the fulfillment of

the Universitys mission in its commitment to serve others in the third millennium.

With mounting customer expectations, explosions in technologies and content,

and rising costs and declining budgets, assessment activities deem very important. The

researcher decided to conduct this study that examines customer satisfaction with the

library's resources, facilities and services in order to assure that customers' changing

needs are continually being met.

Service quality and customer satisfaction in academic libraries are still new

attention of study in the Philippines academic library, unlike in first world countries

that several works had already been published and still a lot of researches are being

conducted to continuously so as to have solid grounds for the improvement of their

library services and programs. It is also proven that continuous education of each

service or program will yield to a better and more meaningful service and eventually a

quality library that is used by more satisfied customers today.


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Libraries today have many competitors (such as the internet and World Wide

Web), in providing information to customers. Likewise, customers today are more

impatient, fast-paced, and more demanding. They want the information they need the

least possible time, and as nay individual expects in any service transaction, they want

quality and satisfaction.

The above facts and issues had inspired the researcher to conduct a study

regarding level of satisfaction of students and academic staff on the library services in

terms of materials, facilities and personnel.

The library is the hub of the academic life. In the words of Edmonson, The

modern school library is conceived as a genuine service unit. It supplies materials for

developing and expanding interest. Through its reference tools, indexes, bibliographies

and catalogues, the realm of knowledge may be explored. The library co-operated with

agencies of instruction in helping students learn to use books and libraries, to find

information, and to study. By its introduction to books, it suggests the life-time use of

reading to further any interest. (Rahman 2004).

Theoretical FrameworkAccording to Schneider and White (2004), most researchers agree that the

primary model of customer satisfaction is the expectation-disconfirmation model. This

model generally explicate that customers purchase goods and services with pre-

purchase expectations regarding anticipated performance. In other words, customers


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develop expectation of product or service performance prior to purchase. When the

product or service is bought and used, the expectations are compared with actual

performance using a better-than or worse-than expression. To simplify it further,

once the product or service has been purchased and used, outcomes are compared

against expectation. Expectation-disconfirmation model describes a three-step process,

as follows:

(i) Customers form expectations about a specific product or service.

(ii) They use that product or service to form perceptions about its performance.

(iii) They assess its perceived performance against their original expectation in

order to determine the degree of confirmation with their expectations.

When the outcome matches expectations, confirmation occurs.

Disconfirmation occurs when there are differences between expectations and

outcomes. Negative disconfirmation occurs when the product or service performance

is less than expected. Positive disconfirmation occurs when the product or service

performance is better than expected (Johnson, Anderson & Fornell 1995). Satisfaction

is caused by confirmation or by positive disconfirmation of consumer expectations,

and dissatisfaction is caused by negative disconfirmation of consumer expectations.

In the expectancy disconfirmation theory, customers may use multiple types of

expectations in their satisfaction assessment processes (Brady, Cronin & Brand 2002).

These types are generally referred to as predictive expectations and normative

expectations. Predictive expectations are usually defined as customer beliefs about the


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level of service that a specific service organization would be likely to offer. These are

frequently used as a standard of reference against which satisfaction judgments are

made (Wu, et al. 2006 ). Normative expectations are generally conceptualized as

customers ideas about the level of service that can also be referred to as desires.

The above theory serves as basis in the formulation of the data gathering tool

and in exploring the varied needs and in assessing the satisfaction of library users on

library services.

Operational Paradigm of the Study

The operational paradigm of the study shows the flow of the study and the

relationship of the variable which are the dependent and independent variables.

The independent variables include the library materials availed by the students

and academic staff, library facilities and equipments for use of students and academic

staff, and library services provided by the library staff.

The independent variables include the level of satisfaction of students and

academic staff on the library materials, library facilities and equipment and library

services provided.


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Independent Variables Dependent Variables

1. Library materials availed by the

students and academic staff.

2. Library facilities and equipmentused by the students and

academic staff

3. Library services provided by the

library staff and personnel

1. Level of satisfaction of students

and academic staff on the library

materials provided.


and academic staff on the

library facilities and equipment

used.


and academic staff on the library

services offered by the library

staff and personnel.

Figure 1Paradigm of the Study


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Statement of the Problem

This study aimed to determine the level of satisfaction of students and

academic staff on the library services in Baguio Central University.

Specifically, it sought to answer the following questions:

1. What is the level of satisfaction of students and academic staff on the

materials provided by the libraries?

2. What is the level of satisfaction of students and academic staff on the

facilities and equipment used in the libraries?

3. What is the level of satisfaction of students and academic staff on the library

services provided in the libraries?

Null Hypothesis

The following null hypotheses were tested in the study:

1. There is no significant difference on the perceptions of students and

academic staff on the materials provided in libraries?


academic staff on the facilities and equipment provided in the libraries?


academic staff on the services provided by the library staff of the libraries?


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Scope and Limitation of the study

The study was conducted in the three libraries of Baguio Central University

namely; Baguio Central University main campus, Magsaysay campus, and P. Burgos

Campus during school year 2013-2014.

The respondents of the study were 400 students and 100 academic staff. The

study was delimited to determine the customer satisfaction of students and academic

staff on the library materials used, library facilities and equipment provided, and

library services offered by library staff.

Definition of Terms

For consistency for meaning and for the guidance of the readers, the following

terms are defined conceptually and operationally.

Academic staff. These refer to those who are involve in teaching and research

studies and are also part of the institution (Wikepedia, 2013).

Customer. This refers to a person who is the recipient of library services

(Jayasundara, 2009).

Customer satisfaction. It refers to the level of happiness a customer expresses

about the service expectation, or the difference between customer perception and

expectations of services (Jayasundara, 2009).

Graduate students. These refer to the students taking up masters and doctoral

degree (Wikepedia, 2013).


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Journals. These are daily records of events, record of the transactions of a

society issued at regular intervals (Wikepedia, 2013).

Librarian. It refers to any person who is a bonafide holder of a certificate of

registration issued by the board of librarians (Baguio Central University Staff Manual,

2005)

Library. It is a place where the collection of books, references, newspapers,

magazine, journals, or any other research materials are kept. It is an organization

managed by a professionally trained librarian which collects, organizes, stores,

retrieves, and disseminates print and non-print materials, and provides physical,

bibliographical and intellectual access to such materials (Baguio Central University

Staff Manual, 2005).

Library services. This refers to varied functions of the university library which

are designed to help in the teaching learning process users (Baguio Central University

Staff Manual, 2005).

Periodicals. It refers to journals and magazines for general reading that

contains articles on various subjects by different authors at regular intervals

(Todyog 2007).

Reference. It refers to books, pamphlets and other sources of information that

are used for ready reference and informational searches within the library premises.

Examples are dictionaries, atlases, encyclopedias, handbooks, and manuals.

( Todyog, 2007)


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Serials. It refers to any publication issued in successive parts. These includes

periodicals, newspapers, magazines, annuals, yearbooks, journals, memoirs,

proceedings, transactions, and numbered monographic series (Wikepedia, 2013).

Undergraduate students. In this study, they refer to those who are still in the

college level finishing their respective courses (Wikepedia, 2013).

Importance of the Study

This research study and its result is important in many ways to the following:

For the Customers. This study will be able to communicate their appraisal

with regards to the library services, materials, facilities and equipments rendered by

Baguio Central University as basis for improving customer services to the students.

For the Librarians. As most people say that knowledge is power, the result of

this study will augment their awareness of the quality of service that they are

exhibiting thereby be given the opportunity to make better.

For the Administration. The findings of this study will convey to specific

components that still needs improvement. Exceeding the expectations of customers

will definitely lead to better outcomes which in return will be beneficial to the

institution.

For Future researches. This research makes a contribution to the existing

sparse body of knowledge and to theory development and confirmation since there is

a dearth of research studies on customer satisfaction in relation to service quality in


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the higher educational library sector in the Philippines. Of particular importance is the

need to increase understanding and knowledge relating to customer behaviors and

expectations in the library sector.

For the Researcher. Being a dedicated librarian for more than a decade in this

prestigious institution, this study will serve as her guide and inspiration to further

explore and advance the field of library science being a very relevant tool to the all

library users.


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Chapter 2

DESIGN AND METHODOLOGY

This chapter includes discussion of the research design, locale and population,

data gathering procedure, data gathering tool and the statistical treatment used in the

study.

Research Design

The research design used by the researcher is the descriptive survey design

with the questionnaire as the main tool used in gathering the data. Informal interview,

observation, participation and library techniques were also used to supplement the data

gathered through the questionnaire. The design is descriptive because the study

described the present status of customer satisfaction of students and academic staff in

the three library campuses of Baguio Central University. The study specifically

described the prevailing condition of the customer satisfaction of students and

academic staff particularly on the library materials, facilities and equipment, library

services, encountered by the library staff in providing services to the students.


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Table ADistribution of Respondents

N = 500

Groups of Respondents Total Population Respondents

Students 1170 400

Academic Staff 113 100

Total 1283 500

Data Gathering Tool

The researcher gathered data using a questionnaire. Enclosed with it is a letter

addressed to the respondents. It focused on the library services rendered by Baguio

Central University in terms of the following: materials facilities and equipment and

library services.

The constructed questionnaire was presented to the researchers adviser for

critiquing. Necessary correction was implemented as indicated and was refined after

which the data gathering instrument was finalized.

Validity and Reliability of the Research Instrument

The questionnaire was constructed based on the Baguio Central University

library manual (2000) as well as from related graduate studies by Dangawen (2000)

and Dagusen (2009). The questionnaire was presented to the researchers adviser who

reviewed and edited it. The questionnaire then was finalized for administration.


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The reliability of the instrument in the study is established through a try- out of

the questionnaire with the use of Kuder-Richardson Coefficient Reliability instrument

in the computation of the reliability. The questionnaire was tried out to 20 students and

10 academic staff who were not included in the number of respondents selected. The

computations yielded a computed reliability of 0.957 interpreted as very highly

reliable (see appendix E).

The Kuder Richardson Coefficient Reliability instrument formula 20 is used as

presented below.

k-R = Ns - m (N-m)s (N-1)

where: N = number of items in the questionnairem = means = variance

Data Gathering Procedure

First, permission to float questionnaire was secured from the Dean of graduate

school Baguio Central University. Permission was also secured from the President of

the University to float the questionnaire in the three campus of the University. During

the floating of the questionnaire, the researcher conducted interviews with

respondents. The floating and retrieval of the questionnaire were done personally by

researcher.


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Statistical Treatment of the Data

Statistical Package for Social Science (SPSS) version 17 was used to compute

for average weighted mean to find out the level of satisfaction of the respondents.

The responses were treated in a 5-4-3-2-1 Likert scale with their respective statistical

limit and descriptive equivalents.

WM = N

Where:

WM = Weighted mean

f = frequency

N = total number of Respondents

The obtained results were interpreted with the use of the following statistical

limits:

NumericalValue

StatisticalLimits

Descriptive Equivalent (DE) Symbol

5 4.21 5.00 Outstanding O

4 3.41 4.20 Very Satisfactory VS

3 2.61 3.40 Satisfactory S

2 1.81 2.60 Fair F

1 1.00 1.80 Unsatisfactory US


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In conclusion, for the difference on level of satisfaction as perceived by the

students and academic staff, independent sample t-test was applied with the formula of

t = X 1 X 2

SDX

(SD ) (SD ) 1 + 1SDX =

2 2 2

SD -

N

SDX 2 = 2 - X 2

N

df = ( + N 2 ) - 2

Where:

= mean responses of the first group

X2 = mean responses of the second group

= summation of the processed responses of the first group

2 = summation of the processed responses of the second group


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= summation f the squares of the processed responses

of the first group

2 = summation f the squares of the processed responses

of the second group

= number of items answered by the first group

N2 = number of items answered by the second group


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Chapter 3

RESULTS AND DISCUSSIONS

This chapter presents the results of the study that answers the specific

problems of the study.

Level of Satisfaction of Students on MaterialsProvided in the Library

Table 1 presents the level of satisfaction of students on the materials provided

by the library for use of students and academic staff.

The weighted average mean of the perception of students is 2.93 interpreted as

satisfactory. This means that generally, the students were satisfied with the available

materials used in the library.

As reflected in the weighted means, list of new references are posted in the

library bulletin board ranked first in the ranking of the items. It has a weighted mean

of 3.71 interpreted as very satisfactory. The students were very satisfied with the

publishing of new references on the library bulletin board so that they could avail of

them.

General references such as encyclopedias and dictionaries are available to

readers ranked 2 with a weighted mean of 3.43 described as very satisfactory.

Encyclopedias and dictionaries are indispensable materials in a library because these


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Legend:

Numerical Value Statistical Limits Descriptive Equivalent Symbol5 4.21-5.00 Outstanding O4 3.41-4.20 Very satisfactory VS3 2.61-3.40 Satisfactory S2 1.81-2.60 Fair F1 1.00-1.80 Unsatisfactory US

9. Generalreferences such asencyclopedias,dictionaries areavailable toreaders. 96 89 120 83 12 1374 3.43 VS 2

10. Cultural periodicals suchas News Week,Time, ReadersDigest, etc.covering varietyof topics areavailable. 40 60 74 147 79 1035 2.59 F 9.5

11. Leisure reading books such asfiction, shortstories, novels,

bibliography, etcare available. 31 49 50 154 116 925 2.31 F 12

12. Non-bookmaterials such asglobes, maps,

pictures, etc. areavailable. 60 85 140 101 14 1276 3.19 S 3

AWM 2.93 S


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are the ultimate references of every reader in reference to difficult terminologies.

Information could be assessed from different sources categorized as ready reference

sources, specific search sources, and research sources. Ready reference sources are

general reference which are consulted by users requiring only single and

uncomplicated facts and data. These source are broad in scope, not limited to any

single subject but useful for all, or at least in many subject areas. Sources of these type

include the encyclopedia, dictionary, almanac, indexes, yearbooks, and dictionaries.

Non-book materials such as globes, maps, and pictures ranked 3 with a

weighted mean of 3.19 described as satisfactory. These materials aids readers to have

a clearer understanding of textual references that utilizes technical terms and at the

same time shows a more profound illustrations and images for more superior

understanding.

Prepared card catalog and call numbers followed closely ranked as 4 and 5

respectively. The preceding item got a weighted mean of 3.13 while the subsequent

item is 3.11 both described as satisfactory. Card catalog and call numbers are basic

guide that facilitates easy location of needed books for all library users.

Books and other materials are available and accessible and available to readers

ranked 6.5 with a weighted mean of 3.05 or satisfactorily attained. Accessibility of

books and other materials permits readers to avail of needed information at their own

convenience leading to better search outcomes.


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Books and other materials are organized to facilitate users and accessibility

and availability of materials were tied at ranked 6.5 with a weighted mean of 3.05

interpreted as satisfactory. Under the open access and intellectual property in the Code

of Ethics, librarians and other information workers interest is to provide the best

possible access for library users to information and ideas in any media or format. This

includes support for the principles of open access, open source, and open licenses to

promote convenience to library customers.

Books and serials collections are up-to-date ranked as 8 with a weighted mean

of 2.61 described as satisfactory. With the volume of information disposed in the

library, it is essential that the librarian should alert their users of the different

information in the library. One way of doing this is through the Current Awareness

Service (CAS). Jax and Haolson (1988) stressed that many disciplines in scientific

fields requires that the latest information be made available to researchers, faculty,

students, and other library users. They noted that too much is published and too little

time is available to review all current information.

Completeness of reading materials and availability or cultural periodicals such

as News Week, Time, and Readers Digest were also tied at ranked as 9.5 with a

weighted mean of 2.59 interpreted as fair. The completeness of materials in the library

is the heart of every library. By meeting this standard, students will be able to use

university to the fullest thereby increasing their attendance in the library instead of

using the world wide web. On the other hand, cultural periodicals are ideal reading


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materials to enhance awareness of students on various norms, cultures and trends

relevant to their respective courses.

Journals in different subject areas ranked as 11 with a weighted mean of 2.4 or

fair. Having variety of journals are significant in enriching the undergraduate students

consciousness on latest researches that are linked to their subject matter.

Finally, availability of leisure reading books such as fiction, short stories,

novels, and bibliography was ranked lastd with a weighted mean of 2.31. Libraries are

also required to posses books for leisure since these are also vital in developing the

other academic needs and areas of growth of the students.

The students were generally satisfied with the available materials they used in

the library. They were very satisfied with the posting of new references as well as the

on the availability of general references such as encyclopedias and dictionaries. They

were least satisfied with the completeness of materials, cultural periodicals, journals

and leisure reading books.

The findings imply that the students were only satisfied with the available

materials in the library. While there were materials, these are not complete, up-to-date

and does not have enough journals in different subject areas, cultural periodicals and

leisure reading books

One of the indispensable public services of the library is the reference service.

It is through this service that a user comes in contact with information from the


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different references in the library. This is a specialized form of service since the

librarian personally assists the uses on his or her need.

Table 1a presents the level of satisfaction of academic staff on the materials

provided by the library for use of students and academic staff.

The weighted average mean of the perception of the academic staff is 3.41

interpreted as very satisfactory. This suggest that in the main, the academic staff are

very satisfied on the materials provided by the library.

As the shown in the weighted means, call numbers labeled on the books for

easy location ranked as first with a weighted mean of 3.96 or very satisfactory. It was

followed closely by a prepared card catalog also described as very satisfactory with a

weighted mean of 3.73 ranked as second. This two items are valuable systems that aid

readers to easily locate needed information or data that leads to a more efficient

search.

Non-book materials such as globes, maps, and pictures ranked 3 with a

weighted mean of 3.57 interpreted as very satisfactory. Fourth in rank is the

accessibility and availability of books and other materials with a weighted mean of

3.55 or very satisfactory. Academic staff are usually the one who utilizes non-book

materials to better understand their subject matter while accessibility and availability

of books and other materials augments their perception to their related topics.


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Table 1a

Level of Satisfaction of Academic Staff on the MaterialsProvided in the Library for Use of

Students and Academic StaffN=100

MaterialsProvided in the

LibraryO VS S F US TWP WM DE R

1. Books and othermaterials areorganized tofacilitate users. 12 25 47 15 1 332 3.32 S 8

2. Books and serialcollectionsare up-to-date. 16 18 26 37 3 307 3.07 S 12

3. List of newreferences are

posted in thelibrary bulletin

board. 11 9 64 15 1 314 3.14 S 114. Completeness

of readingmaterials. 25 17 36 19 3 342 3.42 VS 6

5. A card catalogis prepared. 18 42 35 5 0 373 3.73 VS 2

6. Call numbersare labelled onthe

books for easylocation. 36 28 32 4 0 396 3.96 VS 1

7.

Books and othermaterials areaccessible andavailable toreaders. 26 22 37 11 4 355 3.55 VS 4

8. Journals indifferent subjectareas areavailable. 13 16 50 21 0 321 3.21 S 9


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Legend:Numerical Value Statistical Limits Descriptive Equivalent Symbol

5 4.21-5.00 Outstanding O4 3.41-4.20 Very satisfactory VS3 2.61-3.40 Satisfactory S2 1.81-2.60 Fair F1 1.00-1.80 Unsatisfactory US

9. Generalreferences suchas encyclopedias,dictionaries areavailable toreaders. 18 27 37 16 2 343 3.43 VS 5

10. Cultural periodicals such

as News Week,Time, ReadersDigest, etc.covering varietyof topics areavailable. 21 14 47 15 3 335 3.35 S 7

11. Leisure reading books such asfiction, shortstories, novels,

bibliography, etc

are available. 8 18 62 9 3 319 3.19 S 1012. Non-book

materials such asglobes, maps,

pictures, etc. areavailable. 16 31 48 4 1 357 3.57 VS 3

AWM 3.41 VS


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Further, general references such as encyclopedias and dictionaries ranked 5

with a weighted mean of 3.43 interpreted as very satisfactory. Same description was

also given on the query on the completeness of reading materials which was ranked as

6 having a weighted mean of 3.43. Since, the academic staff are dominantly belong to

the teaching profession, completeness and availability of general references are very

essential to supplement their expertise as they fulfill their teaching roles.

Cultural periodicals such as News Week, Time, and Readers Digest ranked as

7 with a weighted mean of 3.35 expressed as satisfactory. Also, the items on books

and other materials are organized to facilitate users, journals in different subject areas,

and leisure reading books such as fiction, short stories, novels and bibliography were

also evaluated as satisfactory with the following respective means of 3.32, 3.21,and

3.19 and respective ranks of 8, 9, and 10. These materials provided by the library are

important references are rich sources of philosophies, studies and records that

supplements knowledge and familiarity of the academic staff pertinent to their fields.

In contrast, the last two items ranked as 11 and 12 were the queries on the list

of new references are posted in the library bulletin board and books and serial

collections are up-to-date which got a weighted mean of 3.14 and 3.07 both interpreted

as satisfactory. Posting of new references and up-to-date books are very necessary in

order to integrate new discoveries and findings to respective fields that helps the


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outcome exposed in this study, the librarians of Baguio Central University abide with

the Library Bill of Rights.

Parallel with the above result is the research by Chandrasekar & Murugathas

(2012). Employing a survey research method, they found out that 56% of their users

appraised hat their periodicals are helpful.

Table 1b discloses the summary and comparison of the perceptions of students

and academic staff on their level of satisfaction.

The summary on the perceptions shows that the students have a weighted

average mean of 2.93 with a descriptive equivalent of satisfactory. Conversely, the

academic staff gave a much higher evaluation given by their weighted mean of 3.41

interpreted as very satisfactory. The difference on the perceptions of the students and

academic staff can be attributed to the difference of their needs given by their status

or category. In their combined mean, the weighted average mean is 3.17 which is

described as satisfactory. This implies that the materials provided by the library still

needs improvement specially on the availability of cultural references, journals on

different subject areas and leisure reading books and also on the updatedness on serial

and book collections.

To ascertain the similarity of the perceptions, the t-test was used. The t-

computed value of 3.322 was taken. It is much higher that the table critical value of

1.717 as 5% level of significance for 22 degrees of freedom. Since the t-computed

value exceeds the t-critical value, there is a significant difference between the


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Table 1b

Summary and Comparison of the Respondents Level of Satisfactionon the Materials Provided in the Library

N = 400 Students100 Academic Staff

A. MaterialsProvided

in the LibraryStudents

AcademicStaff Combined R

WM DE WM DE WM DE

1. Books and othermaterials areorganized tofacilitate users. 3.05 S 3.32 S 3.19 S 7

2. Books and serialcollections are up-to-date. 2.61 S 3.07 S 2.84 S 10

3. List of newreferences are

posted in thelibrary bulletin

board. 3.71 VS 3.14 S 3.43 VS 34. Completeness of

reading materials 2.59 F 3.42 VS 3.01 S 85. A card catalog is

prepared. 3.13 S 3.73 VS 3.43 VS 36. Call numbers are

labelled on the books for easylocation. 3.05 S 3.96 VS 3.51 VS 1

7. Library books andother materials areaccessible andavailable toreaders. 3.11 S 3.55 VS 3.33 S 6

8. Journals indifferent subjectsareas are available. 2.4 F 3.21 S 2.81 S 11


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perceptions of the two groups of respondents. Thus, the null hypothesis is rejected.

The null hypothesis states: there is no significant difference on the level of

satisfaction on the materials provided by the library.

According to Oyelude (2004), a good research library, after proper evaluation

should have the following qualities in terms of resources: (1) relevant resources; (2)

ensure that adequate storage is provided for the collection; (3) provide access to the

collection through classification, cataloguing and other arrangement; (4) develop

strategies for access to grey literature and other formats of information that are

unpublished or in non-traditional formats; and (5) provide strategies for evaluation of

information and services at stated intervals.

Baldea (1985) also conducted a survey to find out the information needs and

patterns of information and library use by the college faculty and college senior

students of VISCA. The respondents of the study included all faculty members and 50

of the 31 college senior students. Findings of the study indicated that the type of

information needed by the respondents are background information for curricular

purposes or in relation with on-going or projected research projects which are the

primary activities of students and faculty. These respondents preferred to use the

abstracting services, periodicals, textbooks and bibliographies. Furthermore, the study


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showed that the respondents are relatively satisfied with the resources of the VISCA

library, indicating that information sources are fairly adequate.

Level of Satisfaction of Students on Facilities

and Equipment Used

Table 2 presents the level of satisfaction of students on library facilities and

equipment used.

The weighted average mean of the perception of students is 3.17 interpreted as

satisfactory. This means that generally, the students were satisfied with the facilities

and equipment used.

As shown in the weighted mean, item number 1 on library providing standard

library furniture such as chairs, tables and shelves and cabinet was ranked 1 with a

weighted mean of 4.01or very satisfactory. It was followed closely by the queries on

cleanliness with a weighted mean of 3.94 also described as very satisfactory.

Furthermore, third and fourth in rank is on ventilation and lightning and adequate

space for readers which achieved the following weighted means of 3.25 and 3.16

perceived as satisfactory. As stated in the Standards for Academic Libraries ( 2000),

the library should be adequately lighted, properly ventilated, and acoustically suited

for quite reading.


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Table 2

Level of Satisfaction of Students on theLibrary Facilities and

Equipment UsedN=400

Library Facilities andEquipment Used O(5) VS(4) S(3) F(2) US(1) TWP WM DE R1. Library provides

standard libraryfurniture such astables, chairs,shelves andcabinets.

142 162 64 25 7 1607 4.01 VS 12. A card catalog is

maintained. 55 102 110 109 24 1255 3.13 S 53. Periodical racks,

dictionary standsand bulletin

boards aresufficient. 32 84 184 94 6 1242 3.11 S 6

4. Library hasadequate spacefor readers. 50 80 176 73 21 1265 3.16 S 4

5. A processingroom where

books and periodicals is provided. 18 36 68 196 82 912 2.28 F 8

6. Ventilation andlightning. 60 66 194 77 3 1303 3.25 S 3


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A card catalog cabinet maintained was ranked 5 with a weighted mean of

3.13 interpreted as satisfactory. It is established that card catalogue cabinet should not

be more than five feet high, chairs for seating capacity of not less than 5% of the

student population and existence of reading tables.

Positioned in rank 6 was item no. 3 on the sufficiency of periodical racks,

dictionary stands and bulletin boards interpreted as satisfactory. Periodical racks are

very useful to maintain periodicals and it also makes the newspapers easily noticed by

users.

Meanwhile, dictionary stands assists student to easily use dictionaries given its

high volume of pages. Bulletin boards, on the other hand, are used to post

announcements, trivias, newly acquired books, and other important reminders.

In rank 7 is the item on the adequacy of computer units perceived as fair with a

weighted mean of 2.48 . With the rapid increase of information and the advancement

of technology, special equipments such as computers, projector and the like are

required to enable users to use records and others.

Lastly, the query on processing room where books and periodicals was ranked

8 with a weighted mean of 2.28 or fair. The library should provide convenient access

to the equipment and services necessary to design, reproduce, and update textual

materials in a variety of formats. There should be sufficient space for the preparation

and storage of textual materials.


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The above findings on the perceptions of students showed that the university

library do meet the standards to satisfy their library user in ensuring their comfort as

they make use of the facilities and equipments in the library.

In addition, it is highly desirable for university library to be attractive and

designed to provide safety and promote operational efficiencies and effectiveness of

use. If feasible, a college library should be in a separate building for the purpose of

exclusivity and other related libraries. The building should also be centrally located

within the campus (Standards for Academic Libraries, 2000).

Table 2a presents the level of satisfaction of academic staff on library facilities

and equipment used.

The weighted average mean of the perception of students is 3.72 described as

very satisfactory. This means that in general, the academic staff were very satisfied

with the facilities and equipment used.

As revealed in the weighted means, the questions on library providing standard

library furniture such as chairs, tables, shelves and cabinet and the item on ventilation

and lightning were both ranked as 1.5 with a weighted mean of 3.94 expressed as very

satisfactory. The items on cleanliness and periodical racks, dictionary stands and

bulletin boards followed closely with a respective means of 3.85 and 3.77 where they

were ranked as 3 and 4 also interpreted as very satisfactory. In terms of physical


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Table 2a

Level of Satisfaction of Academic Staff on theLibrary Facilities and Equipment Used

N=100

Library Facilities and

Equipment Used

O

(5)

VS

(4)

S

(3)

F

(2)

US

(1)

TWP WM DE R

1. Library providesstandard libraryfurniture such astables, chairs,shelves andcabinets. 32 38 22 8 0 394 3.94 VS 1.5

2. A card catalogis maintained. 24 32 37 7 0 373 3.73 VS 5

3. Periodical racks,

dictionarystands and

bulletin boardsare sufficient. 25 37 28 10 0 377 3.77 VS 4

4. Library hasadequate spacefor readers. 14 39 35 12 0 355 3.55 VS 7

5. A processingroom where

books and periodicals is

provided. 8 33 50 9 0 340 3.4 S 8


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Legend:


6. Ventilation andlightning. 28 43 24 5 0 394 3.94 VS 1.5

7. Cleanliness 29 37 24 10 0 385 3.85 VS 38. Computer units

are adequate. 21 32 33 14 0 360 3.6 VS 6AWM 3.72 VS


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facilities, it was affirmed in the Minimum Standard for Collegiate, High School, and

Elementary Programs (2001) that libraries should have adequate space and appropriate

facilities that are accessible, strategically planned and functionally designed in order to

satisfy the needs of all its users.

A card catalog is maintained landed as rank 5 with a weighted mean on 3.73 or

very satisfactory. A catalogue is divided into the following: (1) author, (2) title, and

(3) subject. The card catalogue consist of 3 by 5 inches card which filed alphabetically

in drawers (BCU Revised Library Staff Manual, 2005). Also, like the majority of

university libraries, Baguio Central University utilized the Dewey Decimal

Classification System of DDC to catalogue and classify materials, thus ensuring a

convenient arrangement of materials on the shelve.

In rank 6 is item number 8 on the adequacy of computers with a weighted

mean of 3.6 perceived as very satisfactory. Electronic media are becoming very

popular within university libraries and are currently sought by a large number of

customers (Damayanthi, 2006). The services provided vary from one library to

another, owing to a whole range of interests of the customer community. By providing

information service to customer in any form or media, a university library is able to

fulfil its aims and objectives in relation to the promotion of advance learning and

research in the country (Jayasundara, 2009).

Meanwhile, the item that got the lowest mean of 3.4 or satisfactory was on the

availability of a processing room where books and periodicals is provided. Processing


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room is very significant in processing relevant or useful materials that need to be kept

for future use.

The results illustrated in the table demonstrate that the library caters to the

needs of the academic staff with regard to facilities and equipments used. Given this

positive findings, it show that the university library do adhere to the standards

demanded by the policies and regulations of a standard university library.

Table 2b presents the comparison on the level of satisfaction between students

and academic staff on the facilities and equipment used in the library.

The summary on the level of satisfaction of students and academic staff came

up with a weighted average mean of 3.45 described as very satisfactory. Further, 3.17

was the weighted mean given by the students interpreted as satisfactory. In contrast,

the academic staff depicted a very satisfactory appraisal given by its weighted mean of

3.72. This means that there is much difference between the level of satisfaction of the

students and academic staff. Availability of a processing room, additional computer

units, and more space for users got the lowest average weighted means of 2.84, 3.04,

and 3.35 with a descriptive equivalent of satisfactory.


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Table 2b

Summary and Comparison of the Respondents Level of Satisfactionon the Library Facilities and Equipment Used

N = 400 Students= 100 Academic Staff

Library Facilities andEquipment Used Students

AcademicStaff Combined R

WM DE WM DE WM DE

1. Library providesstandard libraryfurniture such astables, chairs,shelves andcabinets. 4.01 VS 3.94 VS 3.97 VS 1

2. A card cataloguecabinet ismaintained. 3.13 S 3.73 VS 3.43 VS 5

3. Periodical racks,dictionary standsand bulletin boardsare sufficient. 3.11 S 3.77 VS 3.44 VS 4

4. Library hasadequate space forreaders. 3.16 S 3.55 VS 3.35 S 6

5. A processing roomwhere books and

periodicals is provided. 2.28 F 3.4 S 2.84 S 8


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The comparison of perceptions after subjecting the data to t-test for

independent variables yielded to a t-computed value of 2.45 which is higher than the

critical value of 1.761at 0.05 level of significance with 14 degrees of freedom, hence

there is a significant difference between the level of satisfaction of students and

academic staff. Therefore, the null hypothesis is rejected.

As declared in the Standards for Academic Libraries (2000), in order to

warrant the comfort of library users, the library should be aesthetically attractive and

properly maintained.

In relation to the above, Chandrasekar & Murugathas (2012) was also able to

assess the same parameters. From their study, it was observed that their library users

were generally very satisfied with their facilities. 56.7% claimed that they were very

satisfied with the reading tables and chairs; about 43% to 74% were satisfied to very

satisfied with the ventilation, lightning and quietness of the library. Also, their

participants specially the undergraduates appreciates these good qualities of the

library.

Level of Satisfaction of Students onLibrary Services Offered

Table 3 presents the level of satisfaction of students on library services

rendered by the library staff.


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Table 3

Level of Satisfaction of Students on theLibrary Services Offered

N=400

Library Services O(5)

VS(4)

S(3)

F(2)

US(1)

TWP WM DE R

1. The libraryemploys

professionallibrarians. 320 60 14 3 3 1891 4.73 O 1

2. Library staffare sufficient in

number to meetthe needs ofthe clients. 68 162 156 9 5 1479 3.69 VS 4

3. Studentassistants helpthe readers inlocating librarymaterials. 34 170 172 11 13 1401 3.5 VS 6

4. Library staff providesanswers to

inquiriesrequiringspecificinformation. 27 120 220 19 14 1327 3.31 S 7

5. Libraryinstructions are

provided by thelibrarians. 30 189 165 7 9 1424 3.56 VS 5


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Legend:

Numerical Value Statistical Limits Descriptive Equivalent Symbol5 4.21-5.00 Outstanding O4 3.41-4.20 Very satisfactory VS3 2.61-3.40 Satisfactory S2 1.81-2.60 Fair F

1 1.00-1.80 Unsatisfactory US

6. Library staff areapproachable andaccommodating 80 260 42 10 8 1594 3.99 VS 2

7. Library staff arehelpful andfriendly. 92 216 61 21 10 1559 3.89 VS 3

AWM 3.81 VS


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The weighted average mean of the students is 3.81perceived as very satisfactory. This

means that in the main, the students were very satisfied with the library services being

shown by the library staff.

It can be seen in the weighted means that item number 1 on library

employing professional librarians got the highest mean of 4.73 or outstanding which

was also ranked 1. To become a university librarian, one should be a graduate of

Bachelor of Library Science or Information Science, should have at least three years

of library work experience, licensed and shall work towards a masters degree

(Standards for Academic Libraries, 2000).

Library staff are approachable and accommodating and library staff are helpful

and approachable followed closely which were ranked as 2 and 3 with respective

means of 3.89 and 3.99 interpreted as very satisfactory. Article 2 entitles of the Code

of Ethics for Registered Librarians states the relationship of librarians with clients. It

affirmed that librarians should remain true to the people they serve. They must act

with dignity, fairness, justice, sincerity and genuine willingness in the discharge of

their duties. They should refrain from doing acts contrary to laws, morals, customs and

public interest. In addition, librarians should provide the highest level of service

through courteous, prompt, adequate, skilful, accurate and unbiased responses to all

requests for assistance. They should keep in confidence information that has been


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obtained in the course of professional service except when disclosure to the

appropriate authority is clearly in the public interest. Finally, librarians should not

discriminate against any library user. They should always make known to the public

the resources and service of the library.

Rank 4 is on the sufficiency of library staff to meet the needs of the clients

with a weighted mean of 3.69 described as very satisfactory. The ratio of professional

librarian and other staff vary depending upon the range of operations and services

provided by the library and upon its total workload requirements: for the first 500

students, one full time professional librarian and one full time clerical staff and for

every additional 100 students, one additional full time professional librarian.

Library instructions are provided by the librarians and student assistants help

the readers in locating library materials were ranked 5 and 6 respectively with

weighted means of 3.56 and 3.5 still perceived as very satisfactory. Together with the

personality of the librarian are her professional attitudes. An indicator of the

librarians professional attitudes and services is competence. Andaleeb and Simmonds

(1988) focus competent service on the library staff being good and explaining how

materials are arranged, their knowledge, their ability to answer questions appropriately

and their ensuring that all questions are answered. Generally, users want the staff to be

knowledgeable and to be able to assist them in locating needed materials and

information quickly and efficiently. When users are sure that their librarian is

competent, there is a tendency that access to information is facilitated and easier.


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library posts and administration of library contracts and finances; (6) Librarians and

other information workers strive for excellence in the profession by maintaining and

enhancing their knowledge and skills. They aim at the highest standards of service

quality and thus promote the positive reputation of their profession.

In a research by Liu and Allmang (2008) on evaluating customer satisfaction, it

was noted that same conclusions were the derived. High satisfaction was measured for

library services, especially services involving face-to-face assistance with a

professional librarian. Also, akin with the investigation done Chandrasekar &

Murugathas (2012) in assessing the attitude of library staff members to help the library

users, about 80% to 88% of their respondents were satisfied to very satisfied. However

some of the users felt somewhat dissatisfied. So the investigation recommends that the

library should provide continuous training programs to its members of staff to

maintain a high level of user satisfaction.

Table 3a presents the level of satisfaction of academic staff on library services

rendered by the library staff.

The weighted average mean of the perception of academic staff is 4.95

described as outstanding. This means that in general, the academic staff viewed the

library services provided by the library staff are outstanding.


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Table 3a

Level of Satisfaction of Academic Staffon the Library Services offered

N=100

Library Services O(5)

VS(4)

S(3)

F(2)

US(1)

TWP WM DE R

1. The library

employs professionallibrarians. 99 1 0 0 0 499 4.99 O 1

2. Library staff aresufficient innumber to meetthe needs of theclients. 93 7 0 0 0 493 4.93 O 4.5

3. Studentassistants helpthe readers in

locating librarymaterials. 92 8 0 0 0 492 4.92 O 64. Library staff

providesanswers toinquiriesrequiringspecificinformation. 93 7 0 0 0 493 4.93 O 4.5

5. Libraryinstructions are

provided by thelibrarians. 91 9 0 0 0 491 4.91 O 7


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Legend:


6. Library staff areapproachable andaccommodating 96 4 0 0 0 496 4.96 O 3

7. Library staff arehelpful andfriendly. 98 2 0 0 0 498 4.98 O 2

AWM 4.95 O


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As revealed in the weighted means, the library employing professional

librarians got the highest mean of 4.99 or outstanding ranked as 1. This only shows

that being a university library maintains its standard by abiding to the standards

established for university libraries in the country.

The above item was immediately followed by the queries on library staff being

approachable and accommodating and library staff being helpful and approachable

ranked as 2 and 3 with respective means of 4.98 and 4.96 both were perceived as

outstanding. In explaining use satisfaction with academic libraries, Andaleeb and

Simmonds (1998) say that the general demeanor of library staff as perceived by the

user can have a significant impact on user satisfaction. According to them, the more

positive the demeanor of the library staff, the greater the level of user satisfaction. this

demeanor of the library staff, is depicted by staff sensitivity to user needs, willingness

to listen as they said, being polite, being courteous and being sympathetic and

reassuring.

Library staff are sufficient in number to meet the needs of the clients and

library staff provides answers to inquiries requiring specific questions were tied in

rank 4.5 interpreted as outstanding. Standards of Philippine Libraries (2007) provides

the provision that the size and qualifications of staff shall be determined by several

factors, including size and scope of collection, number of library hours, rate of

acquisition, rate or circulation, nature of processing and nature of service demand in

order to meet the academic needs of library users when it comes to service.


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Student assistants help the readers in locating library materials and library

instructions are provided by the librarians have very adjacent weighted means of 4.92

and 4.91 still described as outstanding. In reference of the IFLA Code of Ethics for

Librarians and other Information Worker (2012), the code offered the beliefs that

librarianship is, in its very essence, an ethical activity embodying a value-rich

approach to professional work with information; the need to share ideas and

information has grown more important with the increasing complexity of society in

recent centuries and this provides a rationale for libraries and the practice of

librarianship; the role of information institutions and professionals, including libraries

and librarians, in modern society is to support the optimization of the recording and

representation of information and to provide access to it ; and information service in

the interest of social, cultural and economic well-being is at the heart of librarianship

and therefore librarians have social responsibility.

The findings imply that the library staff are very competent and provides more

than very satisfactory services as assessed by the academic staff.

The library and its services would be useless if the user does not know how to use

them. Through orientation and instruction, the user comes to know the library. Sharma

and Grover (1987) pointed that a user had to be introduces to the library, its functions,

services, rules and regulation, facilities, and others. They added that the librarian

should explain the function, services and facilities provided by the library, rules about

the conditions of loan, number of volumes that can be borrowed, overdue charges,


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working hours, and should include the classified arrangement of books as well as the

use of catalogs. Basically, Devarajan (1995) said the objectives of educating users

about the library includes, 1) general information of initiation of the users to available

facilities and resourc

Documents

Customer Satisfaction on Library Servicecs