PPT HIGHLIGHT USER

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User Expectations Influence on Development of Public Library Services in
Karnataka:A Study
By
K T Nalawagal Dr. Ningappa N. Arabagonda
Guest Ass. Librarian S. G. Librarian
KUPG Centre ,Haveri Govt. First Grade College
Haveri-581115 Bydagi-581106
nalawagal@gmail.com nnarabagonda@gmail.com
Rudresh.S.Kumbar
Assistant Librarian
National Law School of Law India university
Nagarbhavi, Bangalore-72
Rkumbar@yahoo.ocm
Key words: User Expectation, Public Library.
Abstract: article highlight some of the user expectation on public library services implemented
as a result of fulfilling service quality expectations as envisaged by the Public library users.
Introduction :
Public libraries are used by a wide range of users. The information resources,
facilities and services are important in the public library services, the extent to which they
satisfy users information needs is fundamentally more important. This is because the ultimate
goal of public libraries is to bring about higher users satisfaction. A public library is an
instrument which provide opportunity for perpetual self-development and extension of
knowledge to the community. Viz, ‘every reader his/her book’ expects the public library to
take into consideration every kind of reader, irrespective of age, sex, vocation, financial

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position, willingness to read etc. The public libraries are used by different user communities.
Therefore they should offer as many different services as possible. Study concentrate that
examines the user perceptions and expectations of the public library service. Also emphasis is
on what expectations and perceptions of the library services and how they are formed, what
influences them, and how they interact.
To know user’s expectations it is necessary to establish a communication
channel and to have a regular dialogue with the users. Involvement of users in the
development plan of library infrastructure and services would certainly enhance the
utilization of the library resources. The librarians are concerned with assessing the
effectiveness of the service quality in the competitive world and society’s investment in them.
For the effective service delivery, it is important to know the expectations of the users from
the library. For last few decades technological advancements have provided the libraries
capacity not only to meet but also to exceed the user’s expectations. The technological
applications in library, automation of the library functions, and invention of new technology
based services offer some benefits to library users. However, after some time, it provokes
new expectations from the users. With the growth of technology online catalogue was the
tool for fast and efficient retrieval of information. In due course of time, online catalogue
became common and the users began to expect some easier, faster and efficient method of
searching library resources. Librarians started to search new exciting means to quench the
thirst of users with the help of information technology. Now users can search multiple
catalogues remotely, from their home or offices. The Internet and Web 2.0 technology has
increased possibility of accessing full text databases, e-books, email reference services. Use
of information technology in library offers certain advantages like improved efficiency,
enhanced performance and more productivity to library staff. Thus the use of information
technology has improved user’s satisfaction and likewise raised users’ expectations.

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To identify the gap between the expectations and the actual services the researchers in
the LIS field have used various methods. Various researchers used a modified version of
SERVQUAL instrument (Netiki,1995), (Nagata et.al. 2004), (Netiki,1996), (Sahu, 2007) for
research purpose. Similarly, on the basis of SERVQUAL the ARL / A & M Texas Libraries
have developed a tool named as LibQUAL+. Many studies and survey reports
(Cook&Thompson, 2001), (Calvert, 2001), (Blixrud, 2001), (Kyrillidou, 2002) are available
where LibQUAL+ tool is used. Further, other researchers (Hernon and Altman, 1998) have
created, with the help of their exploratory work, a conceptual framework for understanding
and measuring service quality expectations in academic libraries.
2. Service Quality Attributes
As per International Standard (ISO,1998) library performance indicator quality means
‘totality of features and characteristics of a product or service that bear on the library’s ability
to satisfy stated or implied needs’ As such, satisfaction is the resultant of fulfilled
expectations. According to library professionals they can only decide the quality of the
library service. The librarians think that they know batter about the service quality than the
users. They also think that users cannot judge the quality; users do not know what they
want, what would be more useful to them. However, such opinions are irrelevant because the
only criteria that counts in evaluating service quality is defined by customers. Only
“customers judge quality; all other judgments are essentially irrelevant.” (Parasuraman A. et
al,1985) The users are the most important stakeholders. Without users the library is just a
‘warehouse’ of information. The users are the ultimate consumers of the library services.
Consequently it is logical that the library users decide the quality of library services. “When
library and customer measures of quality are not congruent, the library may be meeting its
internal standards of performance but may not be performing well in the eyes of its

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customers”(Hebert, 1994) and in the customer focused era it is the customers’ judgment
which is the most important than anyone else. Therefore, it is necessary for librarians to
establish a dialogue with the users, seek their opinion, and know expectations about the
library so as to prepare service quality development plan for library. Today, service quality is
one of the most important factors in any business as well as in all service sectors. The quality
is measured from customers’ point of view because customers are the ‘greatest asset’ for any
organization. The foremost principle of quality management is customer focus, which means
meeting and exceeding customer requirements or expectations. Therefore, it is almost
mandatory for every service organization to establish communication channel and empower
users to spell out their expectations about service quality on the basis of which a library
development plan could be prepared.
3. Scope of the Study
The scope of the studyis limitedtowhatuserexpectationsandperceptionsof the PublicLibrary
ServicesinKarnataka.Particularly,State Central Library (01),DCL’s(30),and CCL(27)’sof Karnataka.
4. Objectives of the study
 . To understand the frequency of users visit to the public libraries.
 To identifythe publiclibraryservicesrenderingtothe users;
 To know about user expectation on library building
 To explore the use andadequacyof the resourcesavailable inpubliclibraries;
5. Methodology
In this study we have collected the information through the structured questionnaires
covering almost all the major aspects like user expectation / services, building facility and
infrastructure etc,. Through this questionnaire the opinion and suggestions for overall
improvement has been obtained by the Karnataka public libraries. The copies of the

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questionnaire were distributed among all the DCL’s, CCL’s and state Central Library in
Karnataka.
6. Number of RegisteredMembers in Public Libraries
The public library with different approaches there unemployed youth, educated class,
business class, house wife, children all visit and get their membership to seek information of
their requirement. As they have varied interest in information they need.
Table -01: Number of RegisteredMembers in DCL’s /CCL’s
Sl. No. Range No. of Libraries
1. Less than 1.000 04(6.90%)
2. 1,001-10,000 20(34.50%)
3. 10,001-20,000 21(36.21%)
4. 20.001-30.00 01(1.72%)
5. 30.001-40.000 03(5.17%)
6. Not responded 09(15.51%)
Total 58(100.000%)
Table - 01 reveals that the number of registered members in different libraries. It indicates
that 04(6.90%) of the libraries had registered members less than 1000, where as
20(34.50%) libraries have registered members in the range between 1001 and 10,000.
about 21(36.21%) libraries have in the range between 10,001=20,000, followed by
1(1.72%) library consisting of registered members in the range between 20001 to 30000.
and only 3(5.17%) libraries are in the range between 30001 to 40000 of registered
members, it clearly indicate that thousands of people of the state are making use of the
public library resources.

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7. Number of Users visiting Public Libraries
Table-02 indicates that 22(37.90%)libraries have below 500 users per day
where as, 23(39.65%)libraries have users in the range of 501 to 1000, followed by 4(6.90%)
libraries that serve the users in the range between 1001 and 1500.only 01(1.72%) libraries
have the users in the range of 1500 to 2000. And than 2000 per day respectively.
Table -02:Number of users visiting public libraries
Sl. No. Range No. of Libraries
1. Below 500 22 (37.90%)
2. 501-1000 23 (39.65%)
3. 1001-1500 04 (6.90%)
4. 1501-2000 01 (1.72%)
5. above 2000 01 (1.72%)
6. No response 07 (12.06%)
Total 58 (100.00%)
8. User Expectations and Public Library service
Public library users include students, teachers, scholars, businesspeople, housewives,
professionals, retired persons, the newly literate, and so on. Libraries help to the community
members and to provide information services for people of all ages and backgrounds. The
library decisions both short and long term. To build facilities, collections, services, and
programs which are responsive to the needs and expectations of the community.
Librarians must understand not only the community expectations but also their own
libraries. Some research activities those involved with public libraries in selecting and using

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basic tools to look at libraries and their communities and to use the results for enriched
planning.
The following aspects are developing under the basis of influence by the user
expectations as well as instruction by the official developments.
9. Services provided by the libraries
A library is a service oriented organization. The investments made on public
libraries are measured in terms of the quality of services they rendered to the public libraries
like India where there are no sufficient numbers of academic (i.e., school and college)
libraries the role and responsibility of public library is enhanced. Therefore the public
libraries have to plan a variety of services in order to meet the diverse needs of different
sections of the user community they intend to serve.
Table – 03: Services providing by the libraries
Sl. No. Services No. of Libraries
Yes No.
1. Issuing of Books 50(86.20%) 08(13.80%)
2. Inter Library Loan(ILL) 21(36.20%) 37(63.80%)
3. Reference Service 47(81.03%) 11(18.96%)
4. News Paper Clipping Services 27(46.55%) 31(53.44%)
5. Compilation of Bibliographies 09(15.51%) 49(84.50%)
6. Online Database 15(25.86%) 43(74.14%)
7. Special service to the physically challenged 13(22.40%) 45(77.60%)

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Libraries are recognized by the services it provides. A question was asked about the number
of services of the libraries provides. The data is presented in table–03. it indicated that
50(86.20%) libraries issue books to the users, and only 08(13.80%) library does not issue
books. It is quite interesting to note here that 21(36.20%) libraries provide Inter Library Loan
services to its users. 47(81.03%) libraries provide Reference Services and 11(18.90%)not
conducting reference service, public libraries provide Newspaper clippings 27(46.55%) and
not in the 31(53.44%). whereas, 09(15.51%) libraries provide compilation of bibliographies.
About 15(25.86%) libraries provide internet service to its clientele, whereas, only
13(22.40%) libraries serve physically challenged users.
10. Environment
The environment means the physical conditions in which the service is provided.
The physical facilities like study room, furniture for seating, software, ventilation, lighting
arrangement are considered under the environment. The cleanliness of library premises is a
vital factor among the tangible elements. Proper dusting of shelves, clean flooring and toilet
create a proper service environment. However, for public library users following
environmental factors are the most Important.
Table-4
No Statement Nos/%
Percentage1. Study area should be kept quiet. 18(31.03)
2. Public library should be considered as a place for Knowledge and wisdom. 20(34.48)
3. Library equipments should be kept in good working condition. 30(51.72)
4. The lighting in the library should be adequate. 32(55.17)
5. Library should have software suitable to its purpose. 22(37.90)
6. Library should be provide ICT base education 30(51.72)

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The above table 4 indicate that 18(31.03%) libraries study area environment is kept
quit. Whereas 20(34.48%) of the libraries express that considered as a place for Knowledge
and wisdom. And 30(51.72%)of library indicate that equipment is in good condition.
Followed by 32(55.17%)of libraries lighting is adequate. And 22(37.90%)of libraries have
software suitable to its purpose, 30(51.72%)of libraries to be provide ICT base education.
10.1 Reading room facility in the libraries
Libraries are the reservoirs of knowledge, particularly the public libraries which are
considered as the treasure house of the local knowledge and information. Considering the
situation in a country like India where the number of academic libraries is very less,
obviously the role and responsibility of the public libraries becomes prominent. Therefore,
they must provide an attractive reading room facility with a congenial atmosphere to the
common to the common public.
Table-04 shows that 39(67.20%) libraries have reading room facility and19(32.70%)
libraries does not have facility.
Table – 04: Reading room facility in the libraries
Sl. No. Options No. of Libraries
1. Yes 39(67.20%)
2. No 19(32.70%)
Total 58(100.00%)

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11. User expectations and Library Design
The ‘User Satisfaction’ refers to how users judge the services of public libraries. Indeed,
it refers to whether users of public libraries get the desired information resources, facilities
and services expected to be provided by the public libraries.
In this regard, the public library should guarantee easy areas for all users and in particular
for persons with physical and sensory disabilities. The following should be included in
planning new libraries.
 The exterior of the library should be well and identified with sign clearly visible from
the street.
 The entrance of the library should be clearly visible and located on that part of the
building that most users approach.
 The library should focus on eliminating barriers to users.
 There should be no design features that limit the ability of an individual or groups to
use any part of the library.
 Care should be taken to avoid steps as much as possible in both interior and exterior
design.
 Lighting levels should comply with those stated in international or more national
standards.
 Libraries that occupy two or more floors should provide elevators that are close to the
library entrance and that easily accommodate wheel chairs.
 The library should provide facilities for the return of library materials when the
library is closed, after hours deposit boxes should be water proof.
 A library should undertake and accessibility audit on a regular basis to confirm that
there are no barriers to easy use.

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 Local, national or international standards on making public library building accessible
to the disabled, it should be followed where ever possible.
12. Conclusion
After establishing dialogue with the users for about their expectations from library, it
was obligatory to act upon their suggestions which were realistic. During and after the study
some of the recommendations took practical shape and were implemented as a result
offulfilling service quality expectations as envisaged by the Public library users. These
outcomes of the study are little but certainly indicative of the empowerment of the users.
. The public library's role is to provide accurate information quickly to any individual
or group. Here essential to know about user backgrounds, qualification, knowledge of
languages, areas of research and specialization and purpose of user seeking information.
Therefore, it is essential to know what they need. The Information service exists for the sake
of users. Large numbers of people also turn to public libraries to satisfy their desire for
knowledge or to obtain materials for some kind of leisure-time activities. A library may meet
user's information needs by acquiring, organising and making available relevant information
resources backed by appropriate facilities and delivered by means best known to them, which
could be manual or through Information and Communication. With these of all things public
libraries may fulfil the user perception and expectation
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2. Collier, David A. (1990). “Measuring and managing service quality” In Service
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3. Cook Colleen and Heath Fred M. (2001). “Users’ perception of library service
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implications for further research.” Journal of Marketing. 49 (4) 45-48.
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9 http://en.wikipedia.org/wiki/Planning
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