Student Perceived Level of

Satisfaction of Library Service in

Bonifacio H. Gillego Municipal

Library
 CHAPTER I

The Problem

Introduction

In this time that everyone depends on platforms that you can easily search

or access something with just one snap of a finger it is very evident that students does

not go to library to search or browse for information unless it is necessary for them and

the things and information that they are looking and searching are only accessible in

libraries instead of their smartphones or any other platforms. People could not deny the

fact that libraries play a fundamental role in society. Libraries offers services and

creates opportunities for learning, help shapes new ideas, support literacy, education

and perspectives that are central to creative and innovative society.

Libraries supports development of skills in locating and using new information

and helps educational program such as teachers uses school libraries to support her

classroom instruction by accessing new information that they might need to develop.

Libraries are a great avenue for students to continuously learn and assess their self by

learning individually with the help of school libraries, it is defined as the focal point for

students outside the classroom environment, and students can use the library, read at

individual study spaces and browse in the library. They will search for respective books

that they would like to access from the library, and then they can be able to borrow and

read it outside or inside the school compound. This method has been used in every

college and municipality most especially in Bonifacio Gillego Municipal Library; they

successfully used this method in assessing the learning of students.

 The Library services give a great benefit to Bulan Municipal Library especially in

assessing the satisfaction of students in the library services of their town. Assessment is

about evaluating and taking up measures in order to know if there is a satisfaction with

the services of BGM Library in terms of academic preparedness, progress and skill

acquisition in providing the needs of students, evaluating the services given towards the

students will pave the way in knowing the disadvantages and advantages of the

Bonifacio Gillego Municipal Library can offer to all the Bulaneno students.

Statement of the Problem

This study will assess the library service for Bulaneno students in Bonifacio

Gillego Municipal Library; particularly answers to the following questions are required:

1. What is the importance of knowing the satisfaction level of library service towards

the students?

2. How can the library service be beneficial for the Bulaneno Students?

3. What are the problems that the students may encounter while accessing the

library service?

4. What are the ways to continuously adopt and promote library service to the

students who engage in Bonifacio Gillego Municipal Library, as their tool for

learning?

Scope and Delimitation

The respondents of this study are 50 randomly selected students from Bulan who

use Bonifacio Gillego Municipal Library. This study is delimited to College and High
school students because of the reason that in order to assess and know the satisfaction

level to the Library services in the Bonifacio Gillego Municipal Library, it needs to focus

in one field that needed to learn both skills and knowledge not only in the four corners of

classroom but through reading the materials relating to the students’ needs.

Significance of the Study

This study is for The Satisfaction of college and HS Bulaneno students in Bonifacio

Gillego Municipal Library., in order to know the disadvantages and the advantages that

this library services could offer to the students and to the whole institution as well.

Administrators. After reading this study they will be able to develop and improve their

library services in order to reach all their students and personnel and to continuously

adapt this as a platform of learning.

Professionals/ Personnel/ Staff. They can guide their student by accessing

information from the library providing them books to access in order to learn or read in

advance of their lesson and this Library service will lessen the burden of the teaching

staff in finding so many guide for lessons but through this they can communicate fast

with their student about the coverage of the lessons they have to study especially in this

crisis situation.

Librarian. The Librarians will redirect the students into the services of the learning

materials like books and information that are not present in websites; it will make their

transaction easier.

Students. They can find a way to continuously learn and access books from the library

that are not present in any platforms.

Future researchers. That they may have the suitable data of the same research

problem, and this study could be used as a guide in studying the related ideas about

library services.

Assumption of the Study

The following are the assumptions of the result of this study:

 The students will be able to develop their interpersonal and social

skills, and the quiet areas allow them to study individually.

1. What is the importance of knowing The Satisfaction Level of Library Service

towards the randomly selected students?

 Library services help to expand student’s communication and

collaboration skill when it comes to navigating the ship.

 Students have the chance to utilise traditional and modern resources in

all environment that enhances learning.

 Students can gain more knowledge in doing their own discretion.

2. How can the library service be beneficial for the College and High School

Bulaneno Students?

 The Library services will be beneficial to maritime students for it serves

as their easiest way in accessing new learning that cannot be found in

social media platforms.

 Library services can be a big help to the students because of advance

learning provided by the Library services.

3. What are the problems that the students may encounter while accessing the

library service?

 Through Library services studying individually will not be a great help

to understand things that is being needed taught personally or face to

face especially when it comes to facilities and resources.

 Library services and self-studying are hard to understand and if the

students are not used to learning without their teacher/instructor it can

be hard for them to adjust.

4. What are the ways to continuously adopt and promote library service to the

Bulaneno students of Bonifacio Gillego Municipal Library, as their tool for

learning?

 Through promoting Bonifacio Gillego Municipal Library, the Library

services will be a great way to learn and acquire new knowledge

and skills that may help them in the situation that may occur in the

later time.

 The municipality must encourage the student to use the Library

services to promote and to show how useful and effective Library

services are.
 CHAPTER II

REVIEW OF RELATED LITERATURE & STUDIES

Related studies

Zeithaml and Bitner (2000) conducted a study on service quality in a library

context wherein it is assessed using the expectations and perceptions of service.

According to them, expectations fall into two categories, namely the desired and

minimum expectation categories of service. The desired expectation is what the

customer hopes to receive from a service. The minimum expectation of a service is the

lower level of expectation for acceptable service that a customer will accept.

Based on a study on student satisfaction with library services in Trincomalee

campus in Sri Lanka, Vijeyaluxmy (2015) suggests that it is inevitable for an academic

library to provide richer information sources to their users to meet information needs in

the present environment in which information explosion and customer care are the

major challenges. In this context, library management needs to conduct user studies

annually to have feedback from users on how well the library is meeting their

information needs. The results of the survey should be conveyed to the library

administrative body for the necessary step towards library development and user

satisfaction.

Nawarathne and Singh (2013) assessed the perceived level of satisfaction of its

users towards services provided by the Sabaragamuwa University library in Sri Lanka.

The study identified that library staff is quite helpful and able to instill confidence in

library users as they use the library for various purposes. Authors have concluded that
whatever the facilities and equipment available in the event, if the staff is not geared

and motivated to provide quality services, the entire effort would not be fertile.

Larson and Owusu-acheaw (2012) studied undergraduate students' satisfaction

with library services in a faculty library in the University of Education, Ghana. Results of

the study revealed that though students were satisfied with the present services, there

are new areas to be looked in to. The study also provides evidence for the management

to allocate sufficient and regular budget for the library

A study which conducted by King (2005) revealed that the feedback which given

by the users are the most reliable sources to measure the effectiveness of any library as

the expectations of students and information needs are actively changing time by time.

The library needs to put some efforts to make some changes to the library from the

feedbacks such as updating the collections, improve the services and facilities to ensure

that the library can meet the satisfaction level of the users.

Local Studies

Tabianan’s study was on the assessment of the library resources of Sta. Isabel

College. The general objectives of the proposed five-year development plan are

develop a well organized, quality, progressive and effective library service through the

provision of Information Technology facilities, access to internet, relevant collection,

efficient library staff, adequate library programs and financial report.

Sumabat’s study found out that the North Western Mindanao College Library

collections and services, physical facilities, staff and library budget responded to the

needs of its users. However, the size of the library was inadequate. No more spaces is
needed to accommodate the growing collection and provide adequate space for

technical services. Relevant up-to-date books, periodicals and audio-visual materials

must be added to the present holdings to meet instructional and recreational needs of

the clientele. Furthermore, some areas in the library needed to be developed to comply

with PAARL standards such as physical facilities, the staff, the collection and the

budget.

Cosa (2000) made a study on “Bicol Institute of Science & Technology : Its

Library Services” revealed that along utilization of reader services, information services,

technical services were all rated fair. The perceived strengths along readers services

were lending books and periodicals, providing assistance, accessibility of materials,

providing duplicating machine and other facilities while along technical services,

bibliography and organization of library materials are all implemented as strongest or

good. The perceived weaknesses on readers services were: selection of materials and

number of library staff while along information services it was advertising and updating

research materials. The library provided satisfactory services to all courses and

students in all year levels and educational attainment and length of services of teachers

did not affect the services rendered by the staff of the library.

The study on “Assessment of Quality Reference Service at the University of the

Philippines, Diliman Main Library by Sabat (2000) had these findings: 1.) 77 % of the

reference interviews were successful; 296 and 383 respondents received correct and

complete answers. 2.) in the “Instruction on the use of the Reference Tools Sources”

users gave the highest score of 6, which is still below the acceptable level of 7 out of 10

– point scale; attitudinal success fell off significantly when the reference staff left the
clients on their own than providing them with the information needed or searching with

them; accuracy level reported higher answering success than attitudinal and instruction

function of the reference librarians. 3.) on the availability of collection, library users

responded to how many books of their need were available to access; and 20 %

declared they located only 1 of the 5 books; and 3 out of 5 books option on the

availability of collection gathered the highest number of respondents.

Calabon (2000) made a study on “Service Quality and Client Satisfaction” in

selected university libraries in Metro Manila. The study showed that the following needs

improvement and attention from the library managers: library facilities and equipment,

manner by which questions were answered and participation of clients in library

decision – making. Survey also showed that libraries are good on the following:

personal attention of the staff, scheduled library hours, location and atmosphere of the

libraries and professionalism and assistance from staff. The main findings were: 1.)

Overall library performance and service quality positively affect client satisfaction. 2.)

Educational attainment of clients does not affect the overall library performance and

client satisfaction. 3.) there are no significant differences between client satisfaction,

overall library performance and service quality between and among the three different

universities.

Related literature

In spite of the increase of library resources, an important aspect of an academic

library is the services provided by the library, and personal interaction between users

and the library staff. It is important that Libraries see to it that these services show
proper levels of customer care and that the information given to the users is useful at all

times. King (2005) and Hiller(2001) have mentioned that the information needs and

expectations are continuously changing in the rapidly changing information scenario.

Libraries need to reorient their collections, services, and facilities to keep pace with

these advancements. User feedback is considered as a more reliable factor in

measuring the utility and effectiveness of any library.

Igben (1993) noted that for a library to be most functional, the services it renders

should correspond closely with the needs of its users. Ensuring that relevant information

resources are provided and made accessible to users goes a long way to encourage

users to visit the library more often.

Danuta A. Nitecki (1996) also claims that the assessment of how well a library

succeeds depends on the user as a judge of quality. As these views gain greater

acceptance among academic librarians, librarians must orient themselves and their

programs to become better customer advocates and address their problem-solving

needs.

Simmonds and Andaleeb (2001) posited that by providing quality services and

satisfaction to users, academic and research libraries can distinguish their services

through friendly, helpful and knowledgeable advice and the best technological

resources available. Because academic libraries users have varying needs and

expectations, it is the responsibility of the library staff to know these needs and

expectations and strive to meet them.

Sureshchandar et al. (2002) found that service quality and customer satisfaction

were highly related. User's expectations have increased as a result of rapid

development of advanced information technology, increasing generation of new

knowledge and information availability from both printed as well as online media. User

satisfaction and optimization of resources have become important areas for libraries to

maintain awareness of. Many libraries especially the university libraries are focusing on

evaluation of the users' needs and their satisfaction with their services. User surveys

can provide useful perceptions of service quality in libraries.

Local Literature

Marilou P. Tadlip, in her semenar workshop on library standards, cited that the

library holdings should be adequate to meet the curricular, instructional, research and

recreational needs of its clientele, the collection should consist of up-to-date and

relevant books, serials, pamphlets, documents and non-book materials.

The selection should include an extensive Filipiniana collection to meet the ever

increasing demand of users. A core book collection of 5,000 well selected titles is

deemed necessary for the institution.

Tiglao (2001) stated in her report that collection evaluation is the process of

assessing the quality of a library collection, usually in term of electronic information

resources, the internet and the availability of computers used to gain access to

multimedia information from remote sites. The new information society demands the

libraries become learning center with collections or services available electronically over

the internet and the other online services from the office or home of the user. Librarians

in this new setting must acquire new skills and perform new roles to cope with demands

of community users.
 According to Buenrostro (2001) identifying and understanding the type of

information required by the library customers will ensure that relevant sources of

information needs are obtained and served to its reading constituents.

Macaspac (1986) pointed out that there must be a regular budget for staff

development so that training programs for library personnel can be carried out at regular

intervals. This is because Rabanal (1985) discovered that there is a need for more

competent and well-trained staff, both professional and non-professional, as a basic

foundation in the development of human resources in the library. Librarians have

recently become interested in measuring quality of service as the ultimate assessment

of library performance.

Synthesis-of-the-art

The reviewed literature and studies proved how the present conduct of the study

is greatly influenced. Hence, various studies were also reviewed for the benefit of the

present study.

The study of Zeithaml and Bitner (2000) on service quality in a library context

assessed using the expectations and perceptions of service. According to result of the

study, expectations fall into two categories, namely the desired and minimum

expectation categories of service. Similarly, the present studxy alaso deals with

assessing service of library in MPCF-Legazpi, but unlike their study, this is delimited to

gain and suggests ways to develop users’ satisfaction and loyalty to the library service

providers.
 Based on a study on student satisfaction with library services in Trincomalee

campus in Sri Lanka, the results of the survey of Vijeyaluxmy (2015) should be

conveyed to the library administrative body for the necessary step towards library

development and user satisfaction. The study compared with the recent study

highlighted the library development and users’ satisfaction. Consequently, this study

would be of great help in knowing the aims of the present study about satisfaction and

loyalty, thus improving library services for the respondents.

Nawarathne and Singh (2013), in their study, identified that library staff is quite

helpful and able to instill confidence in library users as they use the library for various

purposes. Authors have concluded that whatever the facilities and equipment available

in the event, if the staff is not geared and motivated to provide quality services, the

entire effort would not be fertile.

Larson and Owusu-acheaw (2012) studied undergraduate students' satisfaction

with library services in a faculty library in the University of Education, Ghana. Results of

the study revealed that though students were satisfied with the present services, there

are new areas to be looked in to.

A study which conducted by King (2005) revealed that the feedback which given

by the users are the most reliable sources to measure the effectiveness of any library as

the expectations of students and information needs are actively changing time by time.

Nonetheless, the studies of Nawarathne and Singh (2013), Larson and Owusu-

acheaw (2012) and King (2005) have a gap on the present study in identifying the

problems and the people behind the users’ satisfaction and dissatisfaction.
 Even the local studies made implications in the conducted studies about library

services. Cosa (2000) made a study on “Bicol Institute of Science & Technology : Its

Library Services” revealed that along utilization of reader services, information services,

technical services were all rated fair. Closely similar to the present study because of the

findings that the library provided satisfactory services to all courses and students in all

year levels and educational attainment and length of services of teachers did not affect

the services rendered by the staff of the library. However, the present study is only

delimited to specific students who engage in Bonifacio Gillego Municipal Library.

The study on “Service Quality and Client Satisfaction” of Calabon (2000) in

selected university libraries in Metro Manila. The main findings were: 1.) Overall library

performance and service quality positively affect client satisfaction. 2.) Educational

attainment of clients does not affect the overall library performance and client

satisfaction. 3.) there are no significant differences between client satisfaction, overall

library performance and service quality between and among the three different

universities.

Studies and literature were reviewed, presented and somehow given arguments

as for the present study which shows a fresh outlook being formulated in the aspect of

assessing library services in Bonifacio Gillego Municipal Library..

Gap bridged by the study

Upon the discussed related studies and related literatures, the researchers had

bridged the gap between the former and the the present study. Other studies discussed

student satisfaction with library services and service quality in a library context

assessed using the expectations and perceptions of service. Yet the other study
discussed utilization of reader services, information services, technical services of a

library in a certain Institution.

The present study and the related studies discussed how overall library

performance and service quality affect users’ satisfaction. Most of the respondents are

inclusions of faculty members, library staff, administrative body and students. Yet, the

recent study only focused to the assessment of library services in Bonifacio Gillego

Municipal Library; specifically its significance and benefits, the problems and ways to

continuously adopt and promote library service as tool for learning. Other related

studies used only qualitative or quantitative approach but this study will be using

descriptive method of research.

Finally, the present study differs to related studies and literature in terms of the

research problem, content, design, instruments used, locale of the study, scope and

results aimed to determine by the researchers.

Theoretical Framework

This study is based on the theoretical justification by Cronin, Brady and Hult

(2000) that service quality and value appraisals precede satisfaction which further leads

to customer loyalty.

Consideration of satisfaction should be an important part of the evaluation of

library services. Satisfaction depends, to some extent, on patron expectations of

services. According to Stamatoplos and Mackoy (1999), satisfaction appeared to be

related to student perceptions of information accessibility, staff competence and

helpfulness, computer usefulness and ease of use, and skill level for using libraries.
 Customers show different degrees of loyalty to a service depending on the

satisfaction experienced with the service. Customer satisfaction will also depend on how

the organization has addressed the customers’ needs, wants and expectations.

Customer loyalty is one of the goals of service organizations such as library that

focuses their efforts on building and strengthening relationships between service

organization and customers. When building relationships between customers and

service organization, there is a need to ask them to provide information on their

expectations and perceptions on the service and products.

Based from the presented problems, the researchers formulated the following

assumptions.

H1. Respondents presented the importance of knowing the satisfaction level of

library service towards Bulaneno students.

H2. 100% of the participants agreed that the library service is beneficial for the

Bulaneno Students.

H3. Users’ satisfaction is one of the issues that the Bulaneno students encounter.

H4. The respondents suggested ways to continuously adopt and promote library

service to the students of Bulan, as their tool for learning.

LIBRARY
SERVICE
 USERS’ USERS’
SATISFACTION LOYALTY

Assess the library

service for Bulaneno
students at Bonifacio
Gillego Municipal
Library..
Use of questionnaire
checklist

Researchers gather Point-out its

data according to the significance and
methodologies benefits, and
Figure 1. Theoretical Framework
developed Determine the
problems
Interview

Conceptual Framework
Suggest ways to
This conceptual paradigm shows the development of the research, which starts
continuously adopt and
promote library service
by gathering data according to the methodologies developed. Questionnaire-checklist
as tool for learning.
and interviews will be used in gathering data. Through this method, it will lead the

researchers to assess the library service for Bulaneno students of Bonifacio Gillego
USERS’ SATISFACTION
Municipal Library. It will also point-out its significance and benefits, determine the

problems and suggest ways to continuously adopt and promote library service as tool

for learning.

Consequently, it will develop measure to address the issue on users’ satisfaction

in library service of the respondents.

 Figure 2. Conceptual Framework

CHAPTER III

This study is focused on The Satisfaction of randomly selected students who

avail service from Bonifacio Gillego Municipal Library in Bulan, Sorsogon. To gather the
necessary data, the researcher will use the descriptive method, direct- data survey

through a questionnaire having two parts the descriptive and interpretive method,

utilizing the qualitative approach. The respondents are 50 randomly selected students.

Generally, this research will cover the following: Research Design, Sources of Data,

Validation of Research Instrument, and Population of the Study, Research Instrument,

Data Gathering Procedures, and the Statistical Treatment of Data.

Research Design

This study will use the descriptive method research, because data will be

obtained through a detailed analysis of the answer from the acquired population. The

Satisfaction of Bulaneno Students in Library Service of Bonifacio Gillego Municipal

Library. will be measured qualitatively, through the description the situation of the library

service that the respondents experienced.

Sources of Data

Direct-data survey aimed on collecting reliable and first-hand information. The

two sources of data are categorized from primary and secondary data. The primary

sources of data will be obtained from the respondents of this research and it’s also the

first hand information. The secondary sources of data will be obtained from the related

studies and literature of this study and also from articles, internet and thesis dissertation

correlated to learning resource centre.

Validation of Research Instrument

 The data will be gathered through the questionnaires made by the researchers.

The researchers will consult their adviser while preparing the questionnaire to validate

its efficiency.

Population of the Study

The respondents of this study will be 50 College and High School students. The

researcher gathered the respondents by randomly selecting students who avail library

service in Bonifacio Gillego Municipal Library. The respondents are also divided into

their grade and level, age, gender and location.

Research Instrument

The content analysis will be used in order to analyse communication in

answering the two levels of the questionnaire --- the descriptive and interpretive. The

descriptive questions will focus on the opinions and thoughts of the respondents

regarding The Satisfaction of College and Highschool student respondents in Bonifacio

Gillego Municipal Library and how this system would be beneficial with their academic

performance or advanced knowledge. Based on their opinions and thoughts the

researcher will interpret the result, and that will serve as the descriptive data of this

study. The interpretive question is the questionnaire checklist, the respondents will

focus on checking the box if it matched the evaluation of the services they experience

from using library services, the data from the questionnaire checklist will be interpreted

and will be the guide to access the service of the Learning Resource Centre that the

students are experiencing.

Data Gathering Procedures

The researcher selected a topic first in order to access the satisfaction of library

services of the selected student respondents. Then, they formed a drafted questionnaire

and consulted their adviser, immediately after the research questionnaire will be

approved by the adviser, the researcher will request the authority to conduct the study,

then, and after approval the researcher will distribute the questionnaires to their

respondents.

Statistical Treatment of Data

The descriptive method will be tabulated and interpreted through content

analysis, while the interpretive part of the questionnaire will be gathered using a scale in

order to quantify the answer from the questionnaire checklist. A scale of 1-4 will be used

to transform categorical data to numerical ones. Specifically, the following coding

scheme will be used: 3.5 – 4.0: Satisfied, 2.5-3.49: Good; and 1-1.49: Not Satisfied, in

order to access the library service that the selected student respondents experienced.
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