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Establishing clients’ satisfaction 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)

Digital Library Perspectives

ISSN: 2059-5816

Article publication date: 11 December 2019

Issue publication date: 9 March 2020

Abstract

Purpose

Library automation is required in academic libraries to meet the dynamic demands of clients. This study aims to investigate the level of clients’ satisfaction of Sam Jonah library automation.

Design/methodology/approach

The study utilized the descriptive research design by using an exploratory case study research method. A disproportionate stratified random sampling was used to select 322 respondents (undergraduates, postgraduates and lecturers/researchers) who consented to participate in the study. Questionnaire and 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 satisfied with the library’s automation. Clients mostly access internet/Wi-Fi and reference service. Patronage of the services including photocopying, borrowing of books (circulation), e-resources/academic databases, institutional repository, library website and the OPAC was not encouraging. Increase in user education was recommended to improve their usage.

Research limitations/implications

The study was limited to only one academic library, namely, Sam Jonah library of the University of Cape Coast, Ghana.

Originality/value

The study provides insight into a case study of satisfactory level of clients in accessing automated services of Sam Jonah Library to serve as a basis for further research.

Keywords

Citation

Nunekpeku, P. (2020), "Establishing clients’ satisfaction levels with automated library based services: A case study at University of Cape Coast library, Ghana", Digital Library Perspectives, Vol. 36 No. 1, pp. 8-20. https://doi.org/10.1108/DLP-02-2019-0004

Publisher

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Emerald Publishing Limited

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