The document summarizes a study on user expectations and their influence on the development of public library services in Karnataka, India. It outlines the objectives, methodology, findings, and conclusions of the study. Key findings include that most public libraries in Karnataka have between 1,000-20,000 registered users and serve 500-1,000 users per day. The top services provided are book lending, reference services, and newspapers. Users expect quiet study areas, adequate lighting and facilities for disabled access. The study recommends public libraries implement users' realistic suggestions to better meet service quality expectations.

1. K T Nalawagal
Guest Ass. Librarian
KUPG Centre ,Haveri
Haveri-581115
Dr. Ningappa N. Arabagonda
S. G. Librarian
Govt. First Grade College
Bydagi-581106
USER EXPECTATIONS INFLUENCE ON
DEVELOPMENT OF PUBLIC LIBRARY SERVICES
IN KARNATAKA:A STUDY
Rudresh.S.Kumbar
Assistant Librarian
National Law School of Law India university
Nagarbhavi, Bangalore-72

2. INRODUCTION
• 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 position, willingness to read etc.

3. 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 better 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.

4. SCOPE OF THE STUDY
• The scope of the study is limited to
what user expectations and
perceptions of the Public Library
Services in Karnataka. Particularly,
State Central Library (01), DCL’s
(30), and CCL(27)’s of Karnataka.

5. OBJECTIVES OF THE STUDY
• To understand the frequency of users
visit to the Public Libraries;
• To identify the Public Library Services
rendering to the users;
• To know about User Expectation on
Library Building;
• To explore the Use and Adequacy of the
Resources available in Public Libraries.

6. 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 questionnaire were distributed among
all the DCL’s, CCL’s and state Central Library in
Karnataka. Total 57 libraries responded.

7. TABLE -01: NUMBER OF REGISTERED MEMBERS 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.

8. 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%)
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

9. USER EXPECTATIONS AND PUBLIC LIBRARY
SERVICE
• Public library users include students, teachers, scholars,
business people, house wives, 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 Some research activities
those involved with public libraries in selecting and using
basic tools to look at libraries and their communities and to
use the results for enriched planning.
.

10. 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.

11. 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%)
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.

12. 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.

13. TABLE-4:ENVIRONMENT
No Statement No. &(%)
Percentage
1. 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 equipment's 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)

14. READING ROOM FACILITY IN THE
LIBRARIES
Table – 05: 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%)

15. USER EXPECTATIONS AND SUGGESTIONS TO
LIBRARY DESIGN
Most of the public library user express the following
things in to library design;
• 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.

16. • 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.
• Local, national or international standards on making
public library building accessible to the disabled, it should
be followed where ever possible.

17. 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 of fulfilling service quality
expectations as envisaged by the Public library
users in Karanataka. These outcomes of the study
are little but certainly indicative of the
empowerment of the users.

18. • He who is unable to live in society,
or who has no need because he is
sufficient for himself, must be either
a beast or a god.
Aristotle