REFERENCE SERVICES PROVISION AND USERS’ SATISFACTION IN AJAYI CROWTHER UNIVERSITY LIBRARY IN OYO STATE, NIGERIA

This study investigated reference services provision and users’ satisfaction at Ajayi Crowther University, Oyo, Oyo state, Nigeria. It evaluated the availability, quality, accessibility, and effectiveness of reference services, and how satisfied user were with them. The study employed a quantitative research design to assess the level of library users’ satisfaction with reference services provision in the library. The total population for this study was 3592 undergraduate selected, using a simple random sampling. A structure questionnaire was used to collect data from the 300 selected participant, and the data collected were analyzed using the descriptive analysis and Pearson Product-Moment Correlation (PPMC) for the research questions and hypothesis, respectively. The findings of the study revealed a range of available reference services, including print and electronic materials, subject-specific resources, and virtual consultations. While the users generally perceived the librarians as competent and courteous, gaps in awareness and inconsistencies in service delivery were noted. The study also highlighted availability and relevance of materials, staff attitude, and conducive reference section environment as factors contributing to users’ satisfaction with the library reference services. Key challenges, including limited staffing, outdated materials, difficulties in approaching the reference desks, and delays in service delivery were also identified in the study’s findings. The result of the hypothesis revealed a significant positive relationship between reference services provided and users’ satisfaction (r = 0.620, p < 0.01). Based on the findings, the study recommended improved user orientation, enhanced digital service visibility, staff development, and consistent updates of reference materials.