Assessing Service Expectation and Perception of Public Library Users: Towards Development of User Needs and User Satisfaction Measurement Instruments for the National Library Service of Malawi

Abstract

The research sought to develop user needs assessment and user satisfaction measurement instruments for the National Library Service of Malawi. Using focus group sessions and a questionnaire survey the research determined from a sample of users of the National Library Service their expectation and perception of the service/facility provisions of the National Library Service. Some of the findings from the research on services/facilities that act as indicators of library effectiveness to the sampled users are not evident in the literature. On basis of the findings, user needs assessment and user satisfaction measurement instruments have been developed for the National Library Service. The paper gives suggestions on the effective use of the developed instruments. The paper points out that the user needs assessment and user satisfaction measurement instruments can positively act as management tools that can assist the National Library Service in decision making, long term planning, budgeting, employee training and development in addition to being a mechanism for continually enhancing and improving the relationship between the National Library Service and its users.

Keywords: service expectation; service satisfaction; management tools; public libraries; user surveys