Are users satisfied with resources and services? The case of Webster University Ghana Campus Library

The role of libraries in academic institutions throughout the world cannot be overemphasised. As a result, regular evaluation of library services, facilities, resources and personnel is very important. It helps to improve users’ satisfaction and promotes efficiency in research, teaching and learning activities in the university environment. This study therefore aimed to determine the level of library users’ satisfaction with resources and services at Webster University’s Ghana Campus library. The study with adherence to the survey method, used questionnaire as data collection instrument. Data analysis was done using SmartPLS software to determine the extent to which four dimensions of the library; facilities, resources, knowledge of staff and services, impact user satisfaction. The findings showed that users were satisfied with library collections, services and knowledge of library staff. However, users were not satisfied with the library’s physical facilities. Challenges such as limited library opening hours, unstable internet access, insufficient physical facilities, inadequate library collections, and inadequate computer facilities were found to limit library users’ satisfaction. The study recommends extended opening hours, improved internet access, provision of additional readings and discussion rooms and computers