Reshaping Library Services through User Feedback: A path to improve user satisfaction in Academic Libraries

Academic libraries are crucial in supporting teaching, learning, and research at their institutions, with a strong focus on user services. Understanding user needs through feedback is critical for enhancing service quality. This study at the University of Colombo aimed to establish a robust mechanism for collecting undergraduate feedback to improve library services. The survey targeted 12,000 registered library users from the faculties of Arts, Management & Finance, Law, and Education. A sample size of 373 was determined using the Krejcie and Morgan table, and a simple random sampling technique was incorporated to draw the sample. Data were collected via Google form-based questionnaires between March and July 2023. A total of 365 responses (97.8%) were received, with most respondents being first-year students from the Faculty of Arts (63.3%). The majority of undergraduates were satisfied with all four categories of library services used to obtain feedback: library collection, library services, technology-based facilities, and the library website. Results showed 73% of students accessed services to request reading materials. Most were satisfied with the support provided by library staff, though only 68% were satisfied with their overall library experience. Challenges included an insufficient number of books, restricted access to certain sections of the library, a lack of core books in native languages, and an outdated collection. Respondents suggested increasing e-book and e-journal availability, improving the library website, and offering more training on e-resources. A plagiarism detection service was also noted as a need. Despite these issues, students appreciated the support of the library staff. Suggestions included using social media for library updates and holding regular meetings with students.
These measures aim to foster two-way communication and better align services with user needs. Maintaining a responsive feedback mechanism is essential to address concerns, support academic excellence, and improve satisfaction. The findings of the present study are limited to the Main Library of the University of Colombo and can be applied only to a similar context.