INFLUENCE OF USABILITY AND QUALITY OF SERVICES ON POSTGRADUATE STUDENT USERS’ SATISFACTION WITH ELECTRONIC RESOURCES PROVISION IN FEDERAL UNIVERSITY LIBRARIES IN NIGERIA

Abstract

In any users’ service oriented organisation in which university library is not exempted, users’ satisfaction is a fundamental factor that requires regular evaluation. This study investigated how usability and library services quality influenced the satisfaction of the postgraduate student users with electronic library resources provision in federal university libraries in Nigeria. To achieve the aim and twelve objectives of this study, the researcher formulated nine research questions; three hypotheses; adapted ServQual 22- item model to design a library assessment prototype for measuring services quality. A mixed methods approach was adopted; multistage sampling procedure was used to select the sample size for the study; the sample size for this study was 773 postgraduate student users and six heads of (ICT)/ System Librarians from Abdullahi Fodiyo Library Complex, Sokoto, Federal University of Technology Library, Owerri, Hezekiah Oluwasanmi Library, Ile-Ife, Ibrahim Badamasi Babangida Library, Minna, John Harris Library, Benin and Ramat Library, Maiduguri. The instruments for data collection were 3 sets of questionnaire, observation checklist, interview and focus group guides. Data were analysed with a combination of Standard Statistical Package for Social Sciences (SPSS) Version 25 for descriptive analysis while Structural Equation Modeling (SEM) of the STATA Version 16 was used to analyse the hypotheses and the causal relationship between usability, quality of services and satisfaction. Findings of the study showed that 50% of the federal university libraries provided access to 1 or 2 aggregated databases such as Science Direct; HINARI; ProQuest while open educational resources and open access journals were made available in federal university libraries in Nigeria. Level of users’ satisfaction with library electronic resources had a mean score of (3.08; S.D 0.69) which showed that users were positively disconfirmed (moderately satisfied), usability was the bane of low usage library electronic resources for having a p-value of (p>0.493) and (β = - .028). Positive library service gaps existed in all ServQual dimensions, and the highest gap scores were for reliability (0.50), effectiveness (0.44); others were responsiveness (0.39) and assurance (0.30) while smaller mean gap obtained was tangible (0.26). Library service quality had beta coefficient of .66 (β=0.66**) which was a significant positive level of users’ satisfaction with library electronic resources. The study therefore, concluded that the available electronic resources in the federal university libraries studied were inadequate, infrequently utilised and not usable, there is need to improve on quality service delivery by creating awareness through sensitisation programmes; using Short Messaging Services (SMS) to inform users about the available electronic resources will increase the level of utilisation of the electronic resources and close the identified ServQual gaps 3(0.03), 4(0.09), 2(0.11) and 1(0.19) in the service delivery. For better service delivery, this study recommended the need for libraries to improve on their security measures (M=1.87; SD=0.06); subscribe to adequate electronic journal titles; compile free e-books and e journals for users; adopt EDT prototype for regular services evaluation. As part of contribution to the field of librarianship, the study developed web-based software for measuring users’ satisfaction, which can be used to provide selective dissemination of information and developed a usability test instrument for evaluating library application using prototype modeling technique. The study, therefore, suggested that similar research should be conducted for academic staff and undergraduate students to assess their level of satisfaction with library electronic resources in all university libraries in Nigeria