User Satisfaction with Library Services of Bai Ratanbai Gharda Memorial Library: A Study

Asian Journal of Multidisciplinary Studies ISSN: 2321-8819 (Online) Volume 2, Issue 7, July 2014 2348-7186 (Print)

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User Satisfaction with Library Services of Bai Ratanbai Gharda Memorial Library:

A Study

Ravi Kumar Merugu1, Sanjay B.Nandurdikar

2 and Anil Kumar S

3

1Librarian, Sree Chaitanya Institute of Technological Sciences, Karimnagar, Telangana. &

Research Scholar, Central University, Pondicherry. 2 Librarian, Bai Ratanbhai Gharda Memorial Library, Mumbai, Maharashtra.

3Lecturer in LIS, CKM Arts & Science Degree College, Warangal.

Abstract : This paper reveals the results of user satisfaction with library services of Bai Ratanbai

Gharda Memorial Library, Mumbai by different age groups. The satisfaction of user needs and

future growth of the library in aspects of infrastructure facilities, ICT, document delivery, current

awareness services etc. Among all types of user groups, the study narrated that providing all

necessary services of library was excellent. The survey undoubtedly enumerated that the

effectiveness of existing services such as current awareness service, selective dissemination of

information, photocopying services and other print material were quite improved and met the

user‟s hopes. The results of the study leave ample of possibility for expansion in library activities.

Keywords: User satisfaction, User surveys, Library services.

1. Introduction

Quality of library and its services is the key to the

success of learning program. Information on

research, teaching and learning is the major role of

a public library in present scenario. The heart of the

public is provides the information for learning and

teaching. Public libraries are at present facing their

supreme challenge due to the universal electronic

revolution. The public libraries started badly to

evaluate how healthy they are in meeting,

delighting, and anticipating the user group. The

fundamental focus must be on understanding

patrons‟ needs. To be success in the prospect,

customers‟ views are put together into planning.

Public Library clients have different requires and

expectations. It is the duty for staff of the public

library to know requires and expectations. The

facilities and services of the library to be evaluates

by User satisfaction. It assists to simplify the

librarians‟ concept of the service as well as the

guess about the user necessities. One of the parts of

excellence service is when client‟s individual wants

and hopes are included into the growth of programs

and services of libraries (Millson-Martula, C and

Menon, V, 1995).Efficiency should be evaluated in

terms of how well a service satisfies the necessitate

positioned ahead it by the users (Lancaster, 1993).

The Public library user group is not a fixed

environment. Clint‟s requires and demands are

never static. On regular basis the utility of library

services must be seriously evaluated. The main aim

of public library to provide and serve its users is its

capability to look for both non user and users in

long term effort to thoroughly distinguish their

library necessities and requirements of information,

sincerely be present at them and look forward

future ones. While users attendance is less, the

responsibility of the library to know the solution

for it (Haro, 1971). In Public library, the survey

have turn out to be extensive and useful to know

the facts about services and facilities when

organized and properly designed surveys will

present both quantitative and qualitative

information from the selected users. The Bai

Ratanbai Gharda Memorial Library was established

in 21st March 2009 with separated building by

providing all types material for all types users

especially students who are preparing for

government jobs. Still no survey has been done

among the users of this library for knowing their

opinion and satisfaction level on library services.

These actions should assist to exploit the proficient

and efficient utilize of the Library.

1.1 About Maharashtra

Maharashtra is a India‟s second most populous

state and is situated in western region of India. It is

surrounded by the Arabian Sea, to its west.

Mumbai is the Capital of Maharashtra. Maharashtra

is most developed & good wealthiest state in India.

The Main language spoken is Marathi. It has

stretches from gorgeous greens of the Kokan Coast.

Maharashtra has big history. With a relatively

small army, Maratha Leader Shivaji (1627-80)

established a base at Pune and later at Raigad. He

controlled Deccan and conquered more than 300

forts during his reign. Shivaji is still highly

respected personality. He is credited for instilling, a

strong independent spirit among the region‟s

people.Babasaheb Ambedkar is also a great

personality born in Maharashtra. The first state

reorganization committee created the current

Maharashtra state on 1 May 1960, so known as

Maharashtra Day.

1.2 About Mumbai

Mumbai is the capital of Maharashtra. It is

basically an island and connected by bridges. The

User Satisfaction with Library Services of Bai Ratanbai Gharda Memorial Library: A Study

Asian Journal of Multidisciplinary Studies, 2(7) July, 2014 86

principle part of the city is connected to southern,

claw shaped end of the island known as South

Mumbai. Colaba and Nariman Point are the busy

commercial places. North of Colaba is commercial

area known as Fort. Many building and offices are

built by British Government. Fort is Old British

style area while Nariman Point is having very big

storey building. The main languages spoken in

Mumbai are Hindi, Marathi and Gujarathi.

The island‟s eastern seaboard is dominated by the

city‟s naval docks, which are off limits. Further

north, across Mahim Creek are the suburbs of

Greater Mumbai and the International and domestic

airports. Many of the best restaurants can be found

here, particularly in the up market suburbs of

Bandra and Juhu.

1.3 About Bai Ratanbai Gharda Memorial

Library:

The initiation of Gharda Chemicals Ltd., “Bai

Ratanbai Memorial Library” an outcome of the

passion for reading books by none other than the

illustrious Scientist and Entrepreneur Dr. Keki

Gharda. This Library was inaugurated on 21st

March 2009 and It is situated at “Gharda House”

48, Hill road, Bandra (W) Mumbai 400 050.

BRGM Library has been conceptualized to

propagate the noble concept „Make Books Your

Companion‟. Even in the days of E books and

internet “Books still remain in fashion” for those

desirous of expanding their knowledge through

reading. This library has collection of approx...

10,000 books, 15 News papers, 60 magazines in

various facets of the universe of knowledge ranging

from Religion, Philosophy, History, Geography,

Medicine, Technology, Fiction, Travel & Tourism

and many other, to state a few. The library is a

modern library with all library operations being

automated and on the threshold of creating a

landmark by installing an RFID Self Check in and

Checkout system for 24x7 operation for optimum

usage. We have a reading room capacity of 200

patrons. The reading room is fully air conditioned

operations from 9.00 am to 10.00 pm on all days

except 26th

Jan and 15th

August. It is mainly being

used by students appearing for various competitive

exams.

2. Objectives

Few of the objectives of this study as below…

1) To know the use of available library facilities

and services in Bai Ratanbai Gharda Memorial

Library.

2) To determine how satisfied users are with the

current library resources and services.

3) To identify the importance of library services for

the future improvements.

3. Review Literature

3.1 Facilities of the Library

Zainab and Johari (2007) narrated that facilities

offered in library & information centers are user‟s

centered. In the university 3 types of services are

there like the basic services, the front line services

and ancillary services, moreover online public

services included in the front line services along

with OPAC, websites and user orientation program.

Library book borrowing and reference schedule,

printing and computer facilities, presentation and

librarian, access the collections for to do their

course work and courses and readiness are basic

services. The ancillary services consisted signal of

the ways within the library, suitable opening hours

of the library, offering proper ventilations, lights

and suitable areas with reading materials.

3.2 Satisfaction of the User’s

Satisfaction of the user‟s on the whole assessment

of the presentation of providing services and

facilities of the library (Johnson and Fornell 1991).

It is the client understands of a particular service

met (Cronin & Taylor, 1992). The importance on

user‟s satisfaction is to increase the assurance and

faith of user towards the service and material

provided to them. MAMPU (2009) declared that a

fresh and excellence facility and service is

supposed to be of satisfactory stage if it is capable

to satisfied its customer and fulfill the necessities

of users. It is the sense of a user in the attitudinal

natire about a service or product of the library (

Metawa and Almossawi, 1998). User satisfaction is

the result of excellence service and experimental

result by Athanassopoulos (1997) voted to this

proposal. Most of the surveys are suggested that

develop the scope of such research work must be

continue for increase the user satisfaction level on

all facilities and services of library.

4. Methodology

In this study, the survey research technique was

used for this evaluation. The survey has conducted

among the all types users of Bai Ratanbai Gharda

Memorial Library. The sample of study consisted

for all users of library and the data gathered by

taking simple random sampling. Total 150

questionnaires were distributed, among that 120

questionnaires received from respondents and best

and fully completed 100 questionnaires were

chosen for data analyzing. The questionnaire was

consisted structured and few open ended questions

to gather the data from the sample. The new

questionnaire was re designed for better results by

based on the results of pilot survey. Some of the

important questions incorporated in questionnaire

like frequency of visit to the library, common

information about the users, importance and

satisfaction on the library services and facilities,

sufficient freedom was given to add their remarks

also. Personally the questionnaires were supplied

and gathered with in the library premises. Below

presented analyzed finding were after the collected

only.



5. Data Analysis & Interpretation

Simple percentage and frequency counts were used

for analysis the collected data.

Sample Size

A total of one hundred and twenty completed

questionnaires were received from the respondents

out of one hundred and fifty questionnaires, an

overall response rate of 80% and only one hundred

questionnaires (fully completed and in good

condition ) were taken in to the count and the

sample survey rate was 66.67%.

5.1. Respondents-Gender wise: This study included male and female respondents for quality output.

Figure 5.1: Respondents-Gender Wise

The table 5.1 has showed those 70 (70%) male respondents and 30 (30%) female respondents were given their

opinion on this survey. It proved that female attendance to library ratio is very less comparison to male.

5.2 Respondents-Status wise:

Generally different type‟s users visited the library. So status of respondents opinion also included in this survey.

Table 5.2: Respondents-Status wise

Figure 5.2: Respondents-Status Wise

Above table 5.2 has elaborates the respondents by status wise that among the 100 respondents 70% respondents

were students followed by 20% employed/self employed and 4, 3, 3 respondents were continuously home

maker, retired employees and others replied their opinions on this study.

0

20

40

60

80

Male Female

Male, 70

Female, 30

Respondents-Gender wise

Respondents

Total Respondents

100

Employed/Self

Employed

20

Retired 3

Home make

4

Others

3

Students

70

Table 5.1 :

Respondents-Gender

wise

Gender

Male Female

70 30

S.

No

Status Respon

dents

Percen

tage

1 Employed or

Self Employed

20 20%

2 Retired 3 3%

3 Homemaker 4 4%

4 Students 70 70%

5 Others 3 3%

Total 100 100%



5.3 Respondents-Age wise:

Figure 5.3: Respondents-Age wise

Above table 5.3 has revealed on age wise responding that among the 100 respondents 17% respondents were 21

years& under and 66% were 21-40 years followed by 10% respondents were 41-60 years, remaining 7%

respondents were 61 years & above were given their feedback on library services.

5.4 Frequency of visit the library:

The user‟s frequency of visiting to library depends on their available time and interest.

Figure 5.4: Frequency of Visit the Library

The table 5.4 indicates that majority of the respondents i.e.46% respondents were visited the library once a day,

at the same time 12% respondents visited the library Once a Week, followed by 34% users were visited the

library Several times a week and 8% respondents were visited the library After a week or longer.

5.5 Importance of the library services:

Present era the library services are playing major part to giving global information to patrons. This study has

given importance on library services.

Table 5.5: Importance of the Library Services

S.

No Library Services

Important

Very

Important Important

Somewhat

Important

Not

Important

Don’t know/

Not

Applicable

1 Customer Service 38 50 2 4 6

2 Collection ( Books) 40 33 10 6 11

3 Program ( Talk) 12 40 20 14 14

4 Study Room / Reading room 87 12 1 0 0

5 Online Services (Web site,

Catalogue etc.,)

22 35 28 5 10

46%

12%

34%

8%

Frequency of visit the library

Once a day

Once a week

Several times a Week

After a week or

longer

Table 5.3: Respondents-Age wise

S.

No

Age Wise Respon

dents

Percen

tage

1 21 years &

Under

17 17%

2 21-40 years 66 66%

3 41-60 years 10 10%

4 61 years &

above

7 7%

TOTAL 100 100%

Table 5.4: Frequency of visit

the library

S.

No

Frequency Percentage

of Respon

dents

1 Once a day 46%

2 Once a week 12%

3 Several times a

Week

34%

4 After a week

or longer

8%

Total 100%

21 years & under (17%)

21-40 years (66%)

41-60 years (10%)

61 years & above (7%)



S.

No Library Services

Important

Very

Important Important

Somewhat

Important

Not

Important

Don’t know/

Not

Applicable

6 News Paper & Magazines 41 35 23 0 1

7 Facilities & Library Policies 40 58 2 0 0

8 Helpfulness of Library Staff 49 45 5 1 0

9 Expertise of Library Staff 38 46 13 2 1

10 Overall how important is the

library

68 32 0 0 0

Figure 5.5: Importance of the Library Services

Figure 5.5.1: Overall Importance of the Library Services

0

10

20

30

40

50

60

70

80

90

38 40

12

87

22

41 40

49

38

50

33

40

12

35 35

58

45 46

2

10

20

1

28 23

2 5

13

4 6

14

0 5

0 0 1 2 6

11 14

0

10

1 0 0 1

Very

Important

Important

Somewhat

Important

Not

Important

Don't

Know/NA

68%

32%

0 0

0

Overall how important of the library

services

Very Important

Important

SomewhatImportant

Not Important

Don't know/NA



The table 5.5 has revealed the information on

Importance of library services that 87%

respondents were given very Importance on Study

room/reading room facility, followed by 58%

respondents voted on Importance on Facilities and

library policies. 49% users bended on Very

Importance on Helpfulness of Library staff at the

same time 46% users voted on Importance of

Expertise of Library staff, followed by 41%

respondents on News Paper/Magazines and 40%

users on Collection (books) voted as Very

Important. Most of the users i.e. 28% and 23% said

Somewhat Important of Online services and News

Paper/Magazines. On program (talk) service 12%

users said Very Important, 40% said Important,

20% said Somewhat Important, 14% said Not

Important and 14% said Not applicable (Figure

5.5).

The table 5.5 showed that 68% respondents were

given Very Importance and 32% respondents given

Importance on all services of BRGM library

(Figure 5.5.1).

5.6 User satisfaction level with the library

services:

For any library the user satisfaction is most

valuable feedback on their offering services and

facilities. It shows the quality of library, efficiency

of library staff and position of library in the

society.

Table 5.6: User Satisfaction with of the Library Services

S.

No Library Services

Satisfaction Level

Very

Satisfied Satisfied

Very

Dissatisfied Dissatisfied

Don’t know/

Not

Applicable

1 Customer Service 10 81 1 3 5

2 Collection ( Books) 10 62 0 3 25

3 Program ( Talk) 10 82 0 1 7

4 Study Room / Reading room 48 52 0 0 0

5 Online Services (Web site,

Catalogue etc.,)

18 53 6 3 20

6 News Paper & Magazines 30 70 0 0 0

7 Facilities & Library Policies 15 80 0 5 0

8 Helpfulness of Library Staff 19 78 0 2 1

9 Expertise of Library Staff 19 78 0 1 2

10 Overall satisfaction with the

library services

33 67 0 0 0

Figure 5.6: User Satisfaction with of the Library Services

0% 10% 20% 30% 40% 50% 60% 70% 80% 90%100%

Customer Service

Collection ( Books)

Program ( Talk)

Study Room / Reading room

Online Services (Web site, Catalogue etc.,)

News Paper & Magazines

Facilities & Library Policies

Helpfulness of Library Staff

Expertise of Library Staff

10

10

10

48

18

30

15

19

19

81

62

82

52

53

70

80

78

78

1

0

0

0

6

0

0

0

0

3

3

1

0

3

0

5

2

1

5

25

7

0

20

0

0

1

2

User satisfaction level with the library services

Very Satisfied Satisfied Very Dissatisfied Dissatified Don't know/NA



Figure 5.6.1: Overall Satisfaction with of the Library Services

The above table 5.6 highlighted the Level of

Satisfaction with the library services of BRGM

Librar, Mumbai that most of the respondents i.e.

48% were Very satisfied and 52% were satisfied on

Study Room/Reading room facility, because of

fully air condoned and well seating arrangement,

followed by 30% respondents Very Satisfied and

70% were Satisfied on News paper/Magazine

facility in the library. Apart that majority of users

„Satisfied‟ like 82% respondents on Collection

(books), 81% Users on Customer service, 80%

were Facilities & Library policies, 78%

respondents on both Helpfulness of library staff

and Expertise of library staff. Only few were

dissatisfied on few services (Figure 5.7).

Above table 5.6 reveals that 67% respondents were

Satisfied and 33% respondents were Very Satisfied

on all the services and facilities of BRGM, Library

Mumbai (Figure 5.6.1).

6. Findings

Major findings of this study are as below.

Findings on General information

Most of the library user‟s were male

(70%) and Age group was 21-40 years

(66%).

Bunch of User‟s i.e. 46% visited the

library „once a day‟ and 34% user‟s

visited the library „several times a week‟

for utilized the library services.

Findings on Importance of Library Services

About the Customer service, 50% users

were given „Important‟ and 38% users

said „Very Important‟ for better utilize the

library services.

Among the all services, 87% respondents

opined that „Study room/reading room

facility is „Important‟ in the library.

14% users responded on program (talk)

facility that it is „Not Important‟ and „Not

Applicable in‟ library.

58% respondents felt that BRGM Library

Facilities and Library policies „Important‟

for smooth running the library functions.

Among the 100 respondents, 68%

respondents said that Library services are

„Very Important‟ and 32% respondents

voted on „Important‟.

Findings on User Satisfaction with Library

Services

48% respondents „Very Satisfied‟ and

52% respondents „Satisfied‟ on Study

room/reading facility in the BRGM

library, because of it has fully air

conditioned and state of art facilities.

Bulky respondents „Satisfied‟ like 82% on

Library collection, 81% on Customer

Service, 80% on Library facilities &

Library policies, 78% on Helpfulness of

library staff and 78% on Expertise of

Library staff of BRGM library.

20% users said „Don‟t know/NA about

Online services and 25% respondents on

Program (talk). Moreover 6% respondents

„Very Dissatisfied‟ on Program (talk)

facility.

On all services of BRGM library, 33%

users were „Very Satisfied‟ and 67% users

were „Satisfied‟.

Over All Satisfaction

100

Very Satiesfied 33

Satisfied 67

Very dissatisfied 0

Dissatisfied 0

Don't know/NA

0



7. Conclusion

Public Libraries or Trust libraries are major part of

society to development and career growth of the all

type‟s reading lovers. This survey was carrying out

to observe the place of BRGM Public library in

Mumbai to bring a high level of library services. In

all the aspects of this library i.e. provided quality

services with good infrastructure facilities and

materials to reach the users goals. Partial Online

services, program (talk) facility and few were the

drawbacks of BRGM library. Though, need to

improve above said drawbacks to provide state of

art facilities in library. Apart this Bai Ratanbai

Gharda Memorial Library, Mumbai has

tremendous positive feedback of users on all the

services and facilities ( In this survey 33% users

said Very Satisfied and 67% users said Satisfied on

all the library services and facilities).

8. Suggestions/Recommendations

Few suggestions were given by respondents….

There should be provide few online

facilities like e-books, e-journals etc.

Collection of print material also increased

according to latest publication.

Conduct seminars, workshops and

refreshment programs on special days or

festivals.

Improve the extra facilities like scanning,

printing; LCD projectors, fax, and

telephone by paying low price for better

utilize library services.

For getting advanced information, provide

user friendly and reference services.

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