Establishing clients’ satisfaction levels with automated library based services. A case study at University of Cape Coast library, Ghana

Date02 December 2019
Publication Date02 December 2019
AuthorPaul Nunekpeku
SubjectLibrary & information science,Librarianship/library management,Library technology,Records management & preservation,Information repositories
Establishing clientssatisfaction
levels with automated library
based services
A case study at University of Cape Coast
library, Ghana
Paul Nunekpeku
University of Cape Coast, Cape Coast, Ghana
Purpose Library automation is required in academic libraries to meet the dynamic demands of clients.
This study aimsto investigate the level of clientssatisfactionof Sam Jonah library automation.
Design/methodology/approach The study utilized the descriptive research design by using an
exploratory case study research method.A disproportionate stratied random sampling was used to select
322 respondents (undergraduates, postgraduates and lecturers/researchers) who consented toparticipate in
the study. Questionnaireand informal interview were used for the data collection.
Findings The study showed that more than half of the clients of Sam Jonah library were moderately
satised with the librarysautomation. Clients mostly access internet/Wi-Fi and referenceservice. Patronage
of the services including photocopying, borrowing of books (circulation), e-resources/academic databases,
institutional repository,library website and the OPAC was not encouraging. Increasein user education was
recommendedto improve their usage.
Research limitations/implications The study was limited to only one academic library, namely,
Sam Jonah libraryof the University of Cape Coast, Ghana.
Originality/value The study provides insight into a case study of satisfactory level of clients in
accessingautomated services of Sam Jonah Library to serve as a basisfor further research.
Keywords Internet, Client satisfaction, Library automation, Academic library, ICT, User education
Paper type Research paper
Rapid changes in technology globallyhave impacted on the effective delivery of services by
academic libraries. New technological methodologies have been used in scholarly
communications and developingvirtual space for libraries through research and knowledge
commons. These changes have collectively transformed the traditional academic libraries.
Traditional academic librariestherefore will have to accept the idea of using technologies in
digital library systems for their effective operations so long as technology will continue to
inuence the delivery of information services. According to Choi and Rasmussen (2009),
academic libraries have moved from concentrating on management of physical resources
and its associated services to changing resources and services into digital forms to support
teaching, learning and research. Academic libraries would therefore have to make use of
modern Information and CommunicationTechnology (ICT) to expedite better access to local
and global information (Kavulya,2004).
The main library of the University of CapeCoast began the automation of its operations
in the year 2000. When this initiative begun, the cataloging section of the library was the
Received12 February 2019
Revised11 June 2019
Accepted16 July 2019
DigitalLibrary Perspectives
Vol.36 No. 1, 2020
pp. 8-20
© Emerald Publishing Limited
DOI 10.1108/DLP-02-2019-0004
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