Reality Versus Desire: The Case of GIJ Library Users’ Expectations

Abstract

The paper looks at users‘ expectations and their view of library services at the Ghana Institute of Journalism library. The study identifies the GIJ library users‘ expectations by adopting the LibQUAL model propositions to collect data from 20% of the Bachelors degree students. The objective of the paper is to find out how service delivery is currently experienced by users. The paper also offers the evidence to managers of the Institute the need to improve services to meet increasing demands of users‘ expectations. Findings indicate that the dimensions in which users expressed the highest expectations were ‗access to information‘ and affect of services‘: materials that are relevant to their study at GIJ, easy access to electronic information, and staff who are courteous. Findings suggest that the library is well perceived regarding staff services‘: staff who are willing to help users. However, it emerged that the library did not meet the users‘ expectations in some of the propositions in all the three dimensions. Recommendations are made to guide the library strategically and operationally to better meet users‘ expectations.