Library Use and User Satisfaction of Students on the Service Quality of the University of KwaZulu-Natal Pietermaritzburg Campus Main Library

Abstract

The study aimed to investigate the library use and user satisfaction of postgraduate students in the School of Social Sciences regarding the service quality at the University of KwaZulu-Natal Pietermaritzburg Campus’s Cecil Renaud Main (CRM) Library. The study investigated postgraduate students’ usage of and satisfaction with the library as an environment for reading, studying and conducting research. The study’s objectives are to determine the level of satisfaction of postgraduate students with the library. The study also sought to examine postgraduate students’ library use. The study employed a quantitative research method, with a survey research design. Its population comprised the postgraduate students in the School of Social Sciences in the College of Humanities at the University of KwaZulu-Natal’s Pietermaritzburg Campus. The overall response of the postgraduate students indicated that they were satisfied with most of the services. The study found that the majority of the students were satisfied with the information skills needed for studies. However, the study found a few honours, master’s and PhD degree students who were dissatisfied. In terms of the library support for reading, research and studying, the study found high levels of satisfaction. Concerning access to information, the study found that the majority of students were satisfied with the access to information, but there were a few dissatisfied students from honours, master’s and PhD levels. The study found that concerning the library facilities, the majority of the students were satisfied with what was provided for them. A few students were dissatisfied, especially honours and master’s degree students. Regarding the overall quality of the services provided by CRM library, the study found that most of the students were satisfied with the overall quality while the few dissatisfied students were from the honours and master’s programmes.