Service Delivery and User Satisfaction at College of Health Sciences of Kwame Nkrumah University of Science and Technology (CHSs-KNUST) and College of Health Sciences of University of Ghana (CHSs-UG) Libraries, Ghana.

Abstract

The focus of the study was to evaluate service delivery and user satisfaction at the College of Health Sciences of Kwame Nkrumah University of Science and Technology (CHSs-KNUST) and College of Health Sciences of University of Ghana (CHSs-UG) libraries. The specific objectives were to find out the availability of facilities and logistics in both libraries and assess if service provision is meeting the needs of users in both libraries. The study sought to find out if service provision in the libraries were meeting demands of users and to determine which of the libraries had adequate resources for effective service delivery. The survey method, using questionnaire, was used to obtain information from respondents. Copies of one set of questionnaire were administered to a total of two hundred and sixty-three students from both colleges. Data from the questionnaire was analyzed using Statistical Package for Social Sciences (SPSS), version 16.0. The findings of the study revealed that most of information needs of users were not provided in both libraries, the opening hours of CHSs-KNUST library was not favourable to patrons. However, users at CHSs-UG library were comfortable with their library’s opening hours. The duration given to users to keep borrowed books was very short for users in both libraries, while the CHSs-UG library provided internet facilities to patrons, and their counterpart at CHSs-KNUST did not have. The study recommended the provision of Internet facilities and improved Internet services, extension of working hours, provision of additional seats, and provision of current and adequate information materials.