MODELLING STUDENT’S SATISFACTION WITH LIBRARY SERVICES IN A TERTIARY INSTITUTIONS: EVIDENCE FROM KUMASI POLYTECHNIC

Abstract

An effective and efficient academic library system can significantly contribute to student and other user’s development in a wider perspective. This paper seeks to determine the satisfaction level of students with respect to the available reading materials and the services provided by the school library officials. Using a survey data obtained from students using the Kumasi Polytechnic library, the overall service satisfaction model was specified using ordinal logistic regression. Among the sampled students, 57%, 30.8%, 6.7% and 4.3% of them believes that the overall service quality is good, moderate, excellent and poor respectively. Also from the estimated model, the overall service quality decreases when students are less satisfied with the individual service components. In general, the estimated model suggest that among all the variables, availability of current and relevant materials; adequate user instructions; reliable internet facilities as well as friendly and helpful library staff are the first four (4) library service segments that highly influenced the students ratings for overall service quality.

Keywords: Ghana, Kumasi Polytechnic, Library Services, Student Satisfaction, Ordinal logit model.