Using LibQUAL to evaluate user satisfaction with library services at the Aloe Park South African Police Service (SAPS) National Library, Pretoria, South Africa

Abstract

The purpose of the study was to use LibQUAL to evaluate user satisfaction regarding the current and perceived library resources and services at the Aloe Park SAPS National Library, Pretoria, South Africa. Its main objectives were to establish users’ level of awareness regarding the current library resources, services, and their usage; to evaluate users’ level of satisfaction regarding visibility and accessibility to the current library resources and services; to explore library users’ perceptions regarding the current and expected library resources and services; and to make recommendations regarding theoretical approaches that can enhance service quality and align with users' expectations. A conceptual framework was formed by concepts such as library service quality, satisfaction, and service quality assessment models. The study is an exploratory case study that solicited information from the perspectives of library users and the library staff. A qualitative approach was adopted for this research, which enables the researcher to learn about a problem from the perspective of the participants. Interpretivism paradigm was adopted because of its subjective approach principles that allowed the researcher to listen to the library users’ hidden voices about their perceptions and experiences regarding the Aloe Park library services and resources. The sample methods were purposefully drawn from the identified population of “two legal officials, two researchers, two library workers, two police investigators, two ETD practitioners, and 10 registered understudies" Interviews were used as instruments for collecting data. The LibQUAL instrument was employed to assess the gap in users' satisfaction with the resources and services provided by the library. The qualitative analysis involved the examination of data obtained from the semi-structured interviews. The data that was gathered was subjected to analysis utilizing several approaches for thematic data analysis. The researcher in this study took measures to ensure that participants were adequately informed about the research prior to their participation, so ensuring that their involvement was voluntary and not coerced. Based on the results obtained, it was determined that a majority of the participants expressed dissatisfaction with the services and resources provided by the library. Nevertheless, the library exhibited excellent performance due to the assistance provided by its staff personnel. In addition, the participants expressed satisfaction with the library environment. The study concluded that there is a need for the library to enhance its resources in accordance with current advances in technology. It was recommended that the management of the library enhance and expand its resources and services