Documenti di Didattica
Documenti di Professioni
Documenti di Cultura
BY
JENNIFER TERKIMBI
BSU/ED/LIS/12/16211
OCTOBER, 2017
1
APPROVAL PAGE
This project has been read and approved by the undersigned as having met the
requirement for the award of Bachelor of Science (B.Sc) Degree in Library and
Information Science Benue State University, Makurdi.
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Dr. David Aju Date
Project Supervisor
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Prof. M. G. Ochogwu Date
Head of Department
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Prof. Gbenda, Batur-Laha Date
Dean of Faculty
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External Examiner Date
2
DEDICATION
3
ACKNOWLEDGEMENTS
My deep appreciation goes to Almighty God for His guidance and protection through
the period of this research. I also give Him the glory for the inspiration to carry out
this research.
A good number of people deserve special appreciation for the assistance and
support they accorded me in the course of this work; prominent among them is my
supervisor Dr. David Aju for his untiring attitude to work which made it possible for
him to read thoroughly each chapter of my work and always made very useful
Library and Information Science for his fatherly counsel, both spiritually and
Department. The researcher is also indebted to Dr. S.S. Nyam, Dr. C. U. Udofot, Mr.
Akpoo Vanen, Mr. N. Tyonum and all the non-academic staff of the Department of
Library and Information Science for their willingness to assist me whenever they were
Not forgetting my friends and class mates and all those who were of
encouragement and support to me but cannot be mentioned here due to lack of space I
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TABLE OF CONTENTS
Title Page i
Approval Page ii
Dedication iii
Acknowledgement iv
Table of Content v
Abstract ix
5
CHAPTER THREE: RESEARCH METHOD
3.1. Introduction 48
3.6 Instrumentation 49
4.1. Introduction 51
6
CHAPTER FIVE: SUMMARY, CONCLUSION, RECOMMENDATION
AND SUGGESTIONS
5.1. Introduction 64
5.3. Conclusion 66
5.4. Recommendation 67
References 69
Appendix 74
7
LIST OF TABLES
8
ABSTRACT
This study evaluated the factors affecting delivery of library services to users. The
study adopted descriptive survey research method and employed a structured
questionnaire as instruments for data collection. The entire population of 13
professional librarians was involved in the study. The study was guided by 6
research questions. The data collected were analyzed using descriptive statistics
which include percentages, frequencies and mean rating. Findings revealed that
services such as lending services, online services, reference services, search
services reservation services among others are provided in the library for users. It
also revealed that, that most library services are accessible to the users.
Furthermore, the study showed that the users highly utilized most of the library
services provided. Problems militating against the delivery of library services to
users were identified to include lack of adequate funding, lack of qualified
personnel, lack of awareness of the existence of information systems, lack of basic
skills and solutions were proffered. It was recommended that more funds should be
made available to the library by parent organizations to enable the library provide
more effective and efficient library services, the university library should ensure
that all library materials and services are made accessible for users, library
materials should be well arranged on the shelves, and each shelf well labeled for
easy retrieval and accessibility as this will enhance the level of utilization, library
services should be given more attention by the library. This would promote the
level of satisfaction the users will derived from the services.
9
CHAPTER ONE
INTRODUCTION
personnel to educate the children, men and women continuously and assist
different kinds of functions to meet the determined purpose and needs of the
people they serve (Ode and Omokaro 2007). These libraries include the
libraries, and private libraries. Uwaifo (2010) stated that academic libraries
the curriculum of the tertiary institutions which established it. They are
essential part of the learning community. He went further to state that the
academic library is the information nerve centre of its parent body. Aina
10
(2004) stated that the main purpose of academic library is to support the
research service. Jubb and Green (2007) observed that academic libraries
all subjects and disciplines within their host universities and colleges.
library resources that are at the disposal of all scholars. Therefore, services
facilities and space (Pindlowa, 2002). Ugah (2011) is also of the opinion
service and the quality of service which also affects the effectiveness of the
11
because of competing online information now readily available. To provide
make all forms of recorded knowledge convenient and easy to use. Libraries
must endeavour to interpret and provide adequate guides to the use of its
resources that are available to meet their information needs. The library
most of the time. Lending credence to this, Adeoye and Popoola (2011)
stated that learners must have access to necessary information materials and
from its service provision. Harvey (2004) shares a similar opinion but adds
function. A well stocked and efficient library act as eyes or pathfinder for
12
researchers and provide them the inspiration to venture into new areas of
pointed out that not all these issues may be aspects of quality, but they are
resources and services. Oyewumi (2006) is also of the opinion that when a
Lending credence to this, Webb, Gannon-Leary and Bent (2007) stated that
libraries need to take stock of where they are now, list the services and
resources they currently provide, ask users what they want from the library
and combine the results of these investigation with new ideas and
13
Libraries are essentially learning organisations stimulating academic
the size of its collection, staff, and budget. But in the present day
libraries.
Singh and Kaur (2009) noted that preservation and access to knowledge and
this information era. These enable the libraries to meet up the needs of their
teaming patrons. Such resources range from print to non-print and electronic
materials in line with what Yusuf and Iwu (2010) asserted that different
14
libraries; such materials as reference materials, textbooks, journals,
differ from one library to another but there are certain services that are
Lending services
equal and fair access to library holdings, lending out library materials is
Reservation services
libraries. There are some documents that merit being reserved for use only
in the library because clients heavily use them or they are high-risk
materials that could be stolen or mutilated if they are kept on the open
shelves. Such documents cannot be lent out like other books, such
15
documents are kept in a restricted area where they could be loaned out for a
Reference services
date with the happenings in their subject areas of interest. It is to ensure that
users are aware of recent developments in their fields of interest hence users
User Education
enough knowledge on the use of the library. This will enable the user to use
16
processes could be so complex that an average user may not easily
comprehend.
information that will promote their research and other day-to-day activities.
It also relieves the user of the problem of sieving through a large number of
A library which does not have a particular library material desired by one of
its clients will borrow the material requested from another library on behalf
power to those able to access and use it. Despite its rapid growth it is not
available to the majority of the worlds population, and the gap between the
17
quality services and satisfaction to users, academic and research librarians
the library staff to know these needs and expectations and strive to meet
them.
of libraries. Whether this will lead to greater usage of library facilities is,
however, unclear given the options available to the users. This research,
addresses the role of effective service delivery and other factors offered by
their users information needs. Sowole (1995) noted that users are described
as the reason for existence of the library. Meeting the information needs of
users requires the provision of the actual information resources and services
that will satisfy the needs of users. Simmonds and Andaleeb (2001) argued
among academic librarians; they see the library more in terms of the
18
provision of and access to service quality than as just a physical place.
Technology and automation have also changed the way people perceive
functions of the library if the entire library must progress smoothly toward
its goals of unleashing its resources for effective provision of services to the
all the parts and functions of an organization in order to enhance smooth and
sufficient to enable the organization achieve its set goals. The creation of
19
the methods and procedures and to the supervision of the work of
directive must be not only consistent with the overall goals of the
organization but also reasonable and clear. Clarity of directives relates to the
flow of information that people use to pass messages from one person to
another. The crucial place of communication lies in the fact that it is the
different but interdependent tasks. When every staff has clear understanding
the organization, this reduces ambiguity and the tendency to spread rumour.
Ngalla (2007), Etuk (2008), and Akor (2009) provide an insight into the
20
plagued by various problems, one of which relates to problems of anti-
library policies. Such policies include management policies that restrict the
information resources.
other document delivery services) when and where needed. It is this overall
21
is to gather information on how the library is accomplishing its objectives with
goals without sound library and information resources and services. The
most students do not make use of the library for their academic work. Again,
understood that students are not making use of the library resources and
equipped library because the library is heart of any academic institution and
must strive to survive and grow their user base focusing on meeting their
However the researcher observed during her regular visit to the library to
22
It is against this background that the researcher deemed it fit to
users.
library services.
services.
23
4. What level of satisfaction do users derived from library services
provided?
The findings of the study would be useful to the policy makers at the
factors that influence service delivery in the academic libraries. The findings
specifically the administration, the lecturers, the students and the librarians.
To the lecturers, it will form the basis to shift emphasis of education from
experiences that prepares them for life-long learning. To the librarians, the
24
findings will form the basis for acquiring the needed information resources
that will develop students to be self-directed learners. This will relieve the
Finally, this study will contribute to literature and form a base for
the libraries.
The content scope of the study will cover factors affecting delivery of
under the following variables: the library services offered by the academic
effects or results.
25
whether that be information or a task, and the client either finds value
Users: Users in case refers to those who use the library for one reason or
Library Services: Library services are the services offered to library users
26
CHAPTER TWO
2.1 Introduction
headings.
library
27
2.2 Conceptual Framework
According to Aina (2004), library services are those services that are
and the general public. The provision of services in libraries should be based
on evaluation of users needs and all services should be within the reach of
services are those services that are offered to library patrons or users with
the assistance of library staff in order to meet their information needs. Such
28
dissemination of information (SDI) reference services, referral services,
inter-library loan, etc. These services are usually offered to users to keep
These information services should take into account the information seeking
of the community.
analysis that Aju and Ape (2011) noted that a library is concerned with the
29
Conventionally, information services include bibliography
services are provided with relative ease through the internet facilities. That
academic librarians; they see the library more in terms of the provision of
and access to service quality than as just a physical place. Technology and
automation have also changed the way people perceive libraries. As a result,
important to the user than the mere physical library building. Access to
30
resources to users. Libraries need to add value to their services because of
needs. Moreover, it is important that libraries organize and make all forms
to interpret and provide adequate guides to the use of its resources to enable
as many readers as possible to use the record and resources that are available
make it a dependable source for users most of the time. Lending credence to
this, Adeoye and Popoola (2011) stated that learners must have access to
numerous users.
provision. Harvey (2004) shares a similar opinion but adds that it is the
31
stocked and efficient library act as eyes or pathfinder for researchers and
has bought a revolution to search for new information (Barik, 2013) and
according to Pool (2009), ICT does not change information that users need,
but changes the way in which it is being delivered. Thus, libraries can only
would have little meaning and less benefit. Each user evaluates the quality
of services received and decides when there will be further interaction with
32
user. Besides, effective library service and resources should be timely in
pointed out that not all these issues may be aspects of quality, but they are
resources and services. Oyewumi (2006) is also of the opinion that when a
Lending credence to this, Webb, Gannon-Leary and Bent (2007) stated that
libraries need to take stock of where they are now, list the services and
resources they currently provide, ask users what they want from the library
and combine the results of these investigation with new ideas and
resources to users in order to meet their information needs. The ease with
which the user gets their required materials in the library is a reflection of
how adequate the resources of the library are to their needs. In meeting the
users needs, the personal public relation of the staff is a crucial factor,
33
which must not be overlooked. Evidence of willingness to help, and ability
to meet personal needs are part of parameters that determines if the user is
satisfied. The library therefore needs to satisfy its users and to prove to its
In each society there are facilities other than classrooms that can
materials, (resources) and services. They have to interact with tangible and
literature.
subject of interest, but the user may not be able to lay hands on them. The
more accessible information sources are the more likely they are to be used.
Readers tend to use information sources that require the least effort to
information sources does not necessarily imply its accessibility, because the
34
source may be available but access to it prevented for one reason or the
other.
Information Access
Ndagana (2000) in his opinion noted that the term access is used by
different people in relation to quite bits and piece of the whole as in subject
open access and knowledge system. However, each refers to one or more
Trustees of the pikes library Districts respect and affirms the individual right
35
services. And information should be equally available to all members of the
and the services that make the information product available. These three
The academic library is the nerve centre or the hub around which
communities, libraries are indispensable. Guskin (1996) notes that the use of
36
academic environment without a library is tantamount to a person without a
brain.
users. Behling and Cudd (1967) assert that the library user is regarded as the
most logical source to determine whether the library is playing its role
should be aware of the current needs of their users, which may vary from
one library to another as well as from time to time. Therefore, carrying out
of library developments.
accessibility and use and that academic libraries should stimulate primary
demand for their products and services. This view is upheld by Mason
(2010), who opines that librarians must be sympathetic and helpful to all
students on the one hand and that on the other hand, students must be aware
that librarians and faculty members are there to instruct and encourage their
37
Inazu (2009) suggested that libraries should produce and circulate
tittles. Also in her opinion she regarded radio, television and readership
and radio is a very effective method to reach several users. The radio is very
opportunities and inform and educate users about their various products and
services.
discovered that a majority of students did not use the library effectively
found that respondents used books more than other materials and that they
because it is the users that make the library and its services come alive.
Akinade (2000) observed that the expectation of people are high when
38
sourcing and retrieving information and when such information needs are
not met, frustration usually set in and this may drive the user away from the
the extend of usage of the available information resources and services that
function of how proper the resources are organized and made available for
use.
consulted and those actually borrowed for home reading, which constitutes
the resources. Akande (2003) noted that the use of library information
enable the management know how best they can serve their users.
Therefore, Benue State University Library has to market their resources and
services to attract users. Osinulu (2008) also confirmed in her study that low
use of the library resource is due to lack of awareness on the parts of users.
Ozoemelem (2009) on the other hand, stated that informed library users
know that libraries have resources that are more comprehensive and
39
scholarly than most websites provide, but the problem is that these resources
are not straightforward like that on the webs. Oyesika and Oduwole (2004)
studies on the use of academic libraries revealed that students use the library
students, many of them claim that their main purpose of using the library
library
Poor funding: Money is the tendon that attaches the academic library to
library lies in its information resources both print and online. Funds are
needed to cater for a whole range of services in the library of the 21st
40
African libraries include apathy and inadequate government funding.
pursuits.
library work as an aberration. This being the case, they are reluctant to
embrace new technology. Tanawade (2011) asserts that many librarians lack
service delivery and retards productivity. Hayati and Jowkar (2008) opine
that the most problematic factors which slow down the adoption of
subject areas and acquire life long knowledge and skills in the 21st century.
Edem (2008), states that the major challenge facing the 21st century library
41
information professionals in the developing countries as a result of poor ICT
skills. Lack of basic skills in the use of information technology has become
a clog to better library services. Anyira (2011) adds that librarians without a
well developed ICT skill cannot render effective library services, thus, lack
the 21stcentury.
most people are slow. Olabude (2007) states that there are many constraints
that led to the poor internet development in Africa, one of this is the initial
capital outlay to install internet facilities. This is because almost all the
required to purchase the facilities are lacking. Chigbu and Dim (2012)
Africa. Where they are available, the expensive nature of the services is
42
these machines are fraught with problems of maintenance, high cost of
diesel and petrol. The resultant effect has been the provision of epileptic
The librarian no longer plays a passive role rather he assumes an active role.
information sources. Haber (2011) posits that while providing books was a
standalone function for libraries throughout the last few centuries, their
43
offerings have evolved with the digital age to meet the changing needs of
their patrons.
between people and technology. People have to change the way they behave
alternative means of study and research with the aid of laptops and cell
information online using PCs such as laptops and palmtops and even
44
part of their learning and research rather they are beginning to see the library
delivery.
21st century academic library, the emergence of ICT has redefined the
the order of the day. Eguavoen (2011) citing Ostrow (1998) admits that the
advent of the internet, digitization and the ability to access library and
research materials from remote locations have also created dramatic changes
45
these significant changes and as such employ their technological know-how
that the 21st century librarian will have to be armed with competent skills
that will enhance the provision of effective library services to meet clients
skills needed for the 21st century library professional. Omekwu (2003),
with search engines; internet facilities; e-mail; internet navigator tools, web
browsers and web file formats; database software; internet development and
with us; the challenge is how to harness these skills for effective library
services.
studies to this research work. A number of research work and studies have
been conducted which are related to the present study both in Nigeria and
other parts of the world. The following empirical studies were considered
relevant.
46
Idachaba (2005) examined the effectiveness of library and
the study were (1) To determine the availability of library materials (2) To
needs of library users. Survey designs were employed and were collected
from two hundred and fifty (250) respondents comprising students and
Analysis of data collected was done using percentage and the frequencies.
The result showed that more than half (60%) of the respondents indicated
that important library materials in their fields were available and reference
services were also satisfactory. She however noted that this would suggest a
the respondents used the library most frequently. A result from the study
also shows that both the services of circulation and reference of the library
opinion that acquiring current journals and internet services could improve
the system.
The study reviewed above relate to the present study in the sense that
it also dealt with a similar subject matter. The study employed the use of
questionnaire as the instrument for data collection this study too will use the
questionnaire to collect data and the same design which is survey design.
The study employed direct delivery in collecting the data which were
47
analyzed using simple percentages and frequencies this present study will
also employ the same methods. However there are dissimilarities in sample
population the study reviewed above sampled 250 respondents while this
Nigeria. A questionnaire survey was used for data collection from the
students in nine out of the eleven faculties of the university. The survey
shows that there is a strong link between the librarians attitudes towards
Students rate at which they consult them for services and information.
a very great extent, determines the patronage of users in the library. When
librarians are friendly and welcoming including being helpful, users are
encouraged into the library, while in a library where the librarians are
unfriendly and lazy, users are driven away. The personality of the librarian
determines the rate of utilization of the library by its users. She or he should
expert in that library. If they are so drawn to the library by the mien of the
librarian, they will then be able to browse through the books and thus
48
become aware of the availability of materials relevant to their studies and
fifty (350) respondents were selected using stratified random sampling out
library patronage of lecturers and level of awareness. The study also found
that majority of respondents used the library very frequently and most of the
respondents used the library daily for class preparation, to seek information
patronage.
49
match the needs of patrons specifically lecturers to the available information
materials and services. It is believed that these materials and services are the
major components of the library system upon which the library services are
library is, hence its extent of patronage. The respondents were fully aware of
the available materials and services, and those materials were utilized for
different purposes.
is the need for increased funding of university libraries in order to cope with
The study reviewed above is akin to the present study in the sense
that it also dealt with a similar subject matter. The study employed the use
too the researcher intends to use the questionnaire as instrument for data
collection. The study employed direct delivery in collecting the data which
were analyzed using simple percentages and frequencies this present study
will also employ the same method of data collection and analysis. However
there are dissimilarities in the sample population the study reviewed above
sampled 350 respondents from a total population of 700 while this study
intends to use the whole population. The above study used stratified random
50
sampling while they will be no sampling in the present study since the
students. A descriptive survey design was used for the study with a
size of 250 (20%) of the population was used for the study. The instrument
Percentages, mean scores and frequency tables were used in analyzing the
data. The result obtained from the findings revealed that library resources
to many more. The result also revealed that Library services in both
library.
51
The study reviewed above relate to the present study in the sense that
it also dealt with a similar subject matter. The study employed the use of
using simple percentages and frequencies this present study will also
employ the same instrument (questionnaire) and the same research design
which is survey design. The study employed direct delivery in collecting the
data the present study will also employ same. However there are
respondents from a total population of 1250 while this present study intend
Nigeria" (2014). The study adopted descriptive survey research method and
Awka was involved in the study. The study was guided by 6 research
that students fairly use the library for their studies. Observation shows that
they use the library most during examination periods. It also revealed that
52
resources currently available are fairly adequate and fairly accessible to the
students.
Furthermore, the study revealed that users are satisfied with the
effective use of the University Library by the students were identified and
solutions were proffered. It was recommended among others that the habit
of using the Library should be inculcated into students through avenues such
The study reviewed above is related to the present study in the sense
that it also dealt with a similar subject matter. The study employed the use
study too intends to use the questionnaire and the same research design
which is survey design. The study employed direct delivery in collecting the
data which were analyzed using simple percentages, frequencies and mean
rating this present study will also employ the same thing. Also the whole
population was involved and this present study too will use the whole
population.
Also Eze J.U. and Uzoigwe C.U (2013) carried out a study titled The
53
the Education for All initiative. The objectives of the study were to find
libraries; factors that pose problems to these libraries; and strategies for
about 132 librarians in seven university libraries three federal and four
state universities in the South-east Nigeria were used for the study. Multiple
questionnaire were correctly filled, returned and used for analysis. Data
newspapers and magazines and others. Findings further showed that factors
like poor funding, poor infrastructure and low level of computer literacy
enhance these libraries support for the target Education for All.
The study reviewed above relate to the present study in the sense that
it also dealt with a similar subject matter. The study employed the use of
questionnaire as the instrument for data collection this study too intends to
54
use the questionnaire and the same research design which is survey design.
The study employed direct delivery in collecting the data which were
analyzed using simple percentages and frequencies this present study will
also employ the same methods of data collection and analysis. However
sampled 250 respondents from a total population of 1250 while this present
study intend to use the whole population hence they will be no sampling.
abroad with very few books, journal; articles of African and Nigerian origin.
Research evidence from this review of literatures shows that the library
resources and services have not been satisfactory delivered to the majority
of the users. Research works carried out identified several problems facing
addition to these factors that affect effective library service delivery, staff
review also points out that, there is interest and need towards a competency
performance based library service system and that library services should be
55
identified. The literature reviewed have identified the concept of library
are related to the present study. The empirical studies captures the research
and analysis, findings of the studies and how they relate to the present study
It is evident that there have been some previous related studies carried
users, but from the researchers best of knowledge none of these studies has
x-rayed the current status of the effective service delivery in Benue State
56
CHAPTER THREE
RESEARCH METHOD
3.1 Introduction
out this study. These include: research design, area of the study, population,
the factors affecting effective delivery of library services to user. The work
seeks to find out the opinions held by the population by collating and
3.4 Population
The target population for this study was professional librarians of the
library with the view of getting adequate information regarding the library.
57
The population comprised of the University Librarian (UL), the
the researcher. As such, there was no need to adopt any sampling technique
collection.
respondents. The questionnaire was divided into six (6) sections. Section A
library services by users; Section D seek to find out the level of satisfaction
the library in providing library services and Section F seek to find out
58
3.7 Validation of the Instrument
the questionnaire to content and face validity. The researcher gave a copy of
questionnaire. His correction and comments were reflected in the final copy
of the instrument.
The researcher used questionnaire to gather the necessary data for the
The data collected for the study was analyzed using descriptive
59
CHAPTER FOUR
4.1 Introduction
tables. The responses will be tabulated using frequency tables and then
treated by computing the weighted mean for each item in the questionnaire
on a 4-point rating scale. To arrive at a decision, the mean response for each
item will be computed and results compared with the criterion mean of 2.50
and where it was either equal or greater then, the item was accepted and
Table 1 above shows the response rate of the respondents. The table
and all of them were returned and found useable representing 100%.
60
4.3 Data Analysis
The table above shows the types of library services; from the table above the
respondents accepts that The library provides lending services, Reservation, User
61
education services, reprographic service, electronic/online services, Reference
services, search services are available in the library as shown in the mean scores of
62
Table 2 above shows the accessibility of library services; the table indicates
search services are accessible as shown in the mean scores of above 2.49 and
decision rating. While services like interlibrary loan and documentary delivery
not accessible as shown in the mean scores of below 2.50 and decision rating.
63
Research Question Three
Table 3 above shows the level of utilization of the available library services
by users; the table indicates that lending services, reservation services, user
search service are been utilized by users as shown in the mean scores of above 2.49
64
and decision rating. While interlibrary loan and documentary delivery services,
reprographic services are not utilized as shown in the mean rating of below 2.50
65
11. I am satisfied with 5 8 3.38 Accepted
Reference services 38.46% 61.54%
12. I am satisfied with 3 7 3 2.00 Rejected
reprographic services 23.08% 53.85% 23.08%
13. I am satisfied with 2 11 3.15 Accepted
Electronic/Online 15.38% 84.62%
services
14. I am satisfied with 3 9 1 3.38 Accepted
referral services 23.08% 69.54% 7.69%
15. I am satisfied with search 2 8 3 2.92 Accepted
services 15.38% 61.54% 23.08%
Table 4 above shows the level of satisfaction users derived from library
services provided; the table shows that users are satisfied with lending services,
services as shown in the mean scores of above 2.49 and decision rating. While
users were not satisfied with interlibrary loan services, selective dissemination of
66
Research Question Five
What are the problems encountered by the library in providing library and
information services?
67
Table 5 above shows the problems encountered by the library in providing
library services; the table indicates that encounters problems such as lack of
adequate funding, lack of qualified personnel, low level of education of the library
personnel, obsolete library resources, poor reading habit among users, lack of
awareness of the existence of information systems, lack of basic skills and erratic
power supply hinders the delivery of library services as shown in the mean scores
68
Table 6 above shows the strategies to enhance the delivery of library
services; the table indicates that the staff should be well trained in handling
save the time of the users, there should be effective library guide to direct
users to sections of the library, generally the library should collect more
friendly for reading all the times and creation of awareness on the existence
decision rating.
services among others are provided in the library as they were rated above
the mean score of 2.49 and decision rating. This finding conforms with the
69
The findings also shows that most library services are accessible for
the users. This also conforms with Aguolu and Aguolu (2002) resources
relevant to ones subject of interest, but the user may not be able to lay
hands on them. The more accessible information sources are the more likely
they are to be used. Readers tend to use information sources that require the
The findings further showed that the users highly utilized most of the
library services provided and this is in conformity with Akinade (2000) who
observed that the expectation of people (users) are high when sourcing and
retrieving information and when such information needs are not met,
frustration usually set in and this may drive the user away from the library.
uppermost in the minds of the university libraries as this will enable the
Further findings revealed that the users were also satisfied with most
The findings went further to show that the library encountered a lot of
70
adequate funding, lack of qualified personnel, lack of awareness of the
and others. The findings collaborates the studies of Nwalo (2000), who
library services. Suffice it to say that, scarcity of funds has always been a
fraught with problems of maintenance, high cost of diesel and petrol. The
systems. This findings collaborates with the findings of Bales (1999), who
stated that librarians, staff and patrons must make a number of adjustments
of information online using PCs such as laptops and palmtops and even
71
part of their learning and research rather they are beginning to see the library
dissemination.
72
CHAPTER FIVE
5.1 Introduction
5.2 Summary
Makurdi.
used to collect data for the study. The collected data was analyzed using
others are provided in the library for users. This finding conforms with the
studies of Aina (2004); according to him the general library and information
73
Displays, User Education, library Orientation and Information literacy
programme.
The study also revealed that, that most library services are accessible
to the users. This also conforms with Aguolu and Aguolu (2002) resources
relevant to ones subject of interest, but the user may not be able to lay
hands on them. Library services are of no value to the user until they have
been utilized. The quality of teaching and research, depends to some extent
The findings further showed that the users highly utilized most of the
library services provided and this is in conformity with Akande (2003) who
noted that the use of library information services is uppermost in the minds
of the university libraries as this will enable the management know how best
Further findings revealed that the users were also satisfied with most
of the library services provided. Library services are of no value to the user
The findings went further to show that the library encountered a lot of
74
existence of information systems, lack of basic skills, erratic power supply
systems.
5.3 Conclusion
The university library with its resources and services is at the heart of
teaching, learning and research may not be realized. Although the university
funding, poor infrastructural facilities and skills etc. pose problems to these
things, training and retraining of librarians etc. could help to curb these
75
available and how they are managed. The librarians and library
and resources to the contemporary users in line with the current trend of this
information era.
All these will enable the university library in particular and the university
system generally to contribute their own quota in the attainment of the goal
University Library, it has shown that variables such as lack of funding, lack
of qualified personnel, poor user education, lack of basic skills, low level of
user education, obsolete library resources and poor reading habit have
University Library. It has equally shown that the staff should be well
trained, there should be effective library guide to direct users, the library
services.
5.4 Recommendations
are made.
76
1. More funds should be made available to the library by parent organizations
to enable the library provide more effective and efficient library services.
2. The university library should ensure that all library materials and services
arranged on the shelves, and each shelf well labelled for easy retrieval and
4. Library services should be given more attention by the library. This would
promote the level of satisfaction the users will derived from the services.
providing services.
Aguolu C.C.. & Aguolu, I.E. (2002. Librarians and information management in
Nigeria. Maiduguri: Ed- Linform Services.
Aina L. O. (2004). Library and Information Science Text for Africa., Ibadan: Third
World Information Services Limited.
Akporhonor, B.A. (2005). Library Funding in Nigeria: Past, Present and Future.
The Bottom Line: Managing Library Finances, 18 (2), 63-70
78
Apotiade, J.K. (2002). National, state and public libraries. Ibadan: Distance
Learning Centre
Barik, N. (2013). Assessing the effectiveness and usage of library resources and
services of Einstein Academy of Technology and Management,
Bhubaneswar: A faculty oriented study. International Journal of
Information Dissemination and Technology, 3(3): 171-175
Edwards, S., & Brown, M. (1995). Quality in information services: Do users and
librarians differ in their expectations? Library and Information Science
Research, 17(2), 163-182.
Elaturoti, D.F. (1977). The Library as a resources centre, paper presented at the
annual conference of Nigerian Library Association held at Kaduna from 29th
30th June 1977.
Eze J.U. and Uzoigwe C.U (2013) The place of academic libraries in Nigerian
University Education: contributing to the Education for All initiative.
International Journal of Library and Information Science 5(10).
79
Fayose O. (1995). School Library Resources Centre for Educational Excellence.
Ibadan: AENI Educational Publishers
Fayose O. (2000). Library Resources and their roles in education Ibadan: The
centre for External studies, University of Ibadan. International Journal of
Library and Information Science. 7(1) 55-63.
Iyanda D. F. and Salawu A.K. (2006). Library education for higher institutions.
Remi Osarayi & Sons Ents. Osogbo.
Jubb, M., & Green, R. (2007) Researchers use of academic libraries and their
services. Retrieved from http://www.rin.ac.uk/system/files
Nkamnebe, E.C. Udem, O.K. and Nkamnebe, C. B. (2014). Evaluation of the Use
of University Library Resources and Services by the Students of Paul
University, Awka, Anambra State, Nigeria. Library Philosophy and
Practice 11(47).
80
Nok, G. (2006). The challenge of computerising a university library in Nigeria:
The case of Kashim Ibrahim Library, Ahmadu Bello University, Zaria.
Library Philosophy and Practice.
Nwezeh C.M.T and Shabi I.N (2011). Students use of academic libraries in
Nigeria: a case of Obafemi Awolowo University library, Ile Ife. Library
Philosophy and Practice. 2(5)
Nwosu, C., (2000). A textbook in use of the library for higher education.
Springfield: Owerri, Nigeria.
Ode, E.O and Omokaro, D.A (2007). Basic Principles and Practice of
Librarianship: Makurdi. Oracle Business Ltd.
Ofodile F.I. and Ifejeh G.I. (2013) Current trends in library patronage by faculties
in Nigerian Universities: A Study of Ladoke Akintola University,
Ogbomosho, Nigeria. Annals of Library and Information Studies 6(5):27-35
81
Pindlowa, W. (2002). High-quality information services to uses as the fundamental
necessity for building a modern information society in the European union.
In: EBIB Electronic Information Bulletin for Librarians, 2(1)
Popoola S.O (2001) Faculty awareness about library information products and
services in Nigeria, University. Gateway library Journal. 4 (1&2), 1-10
Popoola, S.O., & Haliso, Y. (2009). Use of library information resources and
services as predator of teaching effectiveness of social scientists in Nigerian
universities. AJLAIS 19 (1): 65-77
Ugah, A. D. (2011). Staff and quality of information sources and the use of library
services in a university library. Library Philosophy and Practice.
Webb, J., Gannon-Leary, P., & Bent, M. (2007). Providing Effective Library
Services for Research. London: Facet Publishing.
Williams, D., Wavell, C., Coles, L. (2001). Impact of School Library Services on
Achievement and Learning. Retrieved from
http://scottishlibraries.org/school-libraries
82
APPENDIX
Dear Respondents,
I am a final year student of the above named institution currently carrying out a
information you will provide will be treated with strict confidentiality and will be
Yours Faithfully,
Jennifer Terkimbi
83
QUESTIONNAIRE
Factors Affecting Delivery of Library Services to Users: A Case Study of Benue State
Question 1: What are the types of library services provided in the library?
S/no Item SA A D SD
1 The library provides lending services
2 Reservation services are also provided
3. Interlibrary loan and document delivery
services are provided in the library
4. Selective Dissemination of Information
Services (SDI) is also provided
5. User education services are provided as in the
library as well
6. Current Awareness Service (CAS) is also
provided
7. Reference services are available in the library
8. Reprographic services are available
9. Electronic/Online services are also available
10. The library provides referral services
11. The library provides search services
84
Section B: Accessibility of Library Services
Question 2: What is the level of accessibility of Library Services?
85
Section D: Level of satisfaction users derived from library services provided
Question 4: What is the level of satisfaction do users derived from the library services
provided?
KEY: VGE=very great extent, GE=great extent, LE=little extent and VLE=very little extent
86
Section E: Problems Encountered by the Library in providing library and information
services
Question 5: What are the problems encountered by the library in providing library and
information services?
SA=strongly agree, A=Agree, D=disagree and SD= strongly disagree
S/no Item SA A D SD
1. Lack of adequate funding inhibits
delivery of library services to users
2. Lack of qualified personnel militates
against the provision of library services
to users
3. Poor user education programme in the
library inhibits provision of library
services to users
4. Low level of education of the library
personnel is also constraint to provision
of library services to users
5. Obsolete library resources also constitute
a challenge militating against the
delivery of library services to users
6. Poor reading habit among users is also
one the challenge
7. Lack of awareness of the existence of
information systems militates against the
delivery of library services to users
8. Lack of basic skills also hinders the
delivery of library services to uses
9. Erratic power supply hinders the delivery
of library services to users
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Section F: Strategies to enhance the delivery of library services
Question 6: What are the strategies to enhance effective delivery of library services?
SA=strongly agree, A=Agree, D=disagree and SD= strongly disagree
S/no Item SA A D SD
1. The staff should be well trained in
handling diverse users problems
2. Materials on the shelves should be well
organised to save the time of the users
3. There should be effective library guide to
direct users to sections of the library
4. Generally, the library should collect
more resources in all subjects
5. Provision of a standby generator to
power the library when there is power
outage
6. The library should be automated to
improve provision of library services
7. User education programmes should be
strengthened/encouraged in the library
8. The library should be made conducive
and friendly for reading all the time
9. Creation of awareness on the existence of
information systems
88