Abstract:
The study determined the level of customer satisfaction of library users in achieving their purpose of visiting the Benguet State University Main library. The study was also conducted to determine the level of customer satisfaction on the library services of Benguet State University namely: Circulation, Reference, Online and Instruction. Furthermore, the study determined the level of customer satisfaction on the library factors of the Benguet State University Main library such as: Physical set-up, Personnel, Collection and Library shelving systems.
Moreover, the study was conducted at the Benguet State University during the second semester of school year 2011-2012. The respondents of the study included two groups namely the currently enrolled students of the said school year and permanent employees of the university. The study utilized descriptive-survey method using questionnaire. T-test, weighted mean and standard deviation were used to treat the data.
The study revealed that: a) the customer satisfaction levels on the purpose of visiting the BSU Main library ranged from Moderately satisfied to Very Satisfied; b) generally, the library customers are satisfied with the Circulation, Reference, Online and Instruction services of the BSU Main library; c) The following library factors were rated satisfactory by the customers: Physical set-up, Personnel, Collection, and shelving systems; and when grouped into students and employees, there were significant differences found on the level of satisfaction of customers on most of the library services of the BSU Main library. Except for the Information dissemination and the Internet/Computer and photocopying services which results were both found to be not significant.
Based on the findings of the study, the following conclusions were drawn: a) the library services of the BSU Main library are satisfying the needs of the customers; b) the standards of the BSU Main library are at par with the standards of the library customers on the library services, thus the satisfaction; c) the customers of the BSU Main library are satisfied with the library factors; and d) employees are more satisfied with the library services of the BSU Main library compared to the students.
