INSTITUTIONAL FACTORS AND QUALITY REFERENCE SERVICES BY PERSONNEL IN PRIVATE UNIVERSITY LIBRARIES IN SOUTH-WEST, NIGERIA Vol.13, 1 (2024)

Abstract

The delivery of qualitative reference service is imperative for any university that wishes to meet library patrons’ expectation and satisfaction. A decline in the quality of services rendered in academic libraries has been observed lately. The study therefore investigated institutional-based factor and quality reference service rendered by personnel in selected five private academic libraries in South-west, Nigeria. The survey research design of the correlational type was adopted for the study. The population for the study comprised 34 library personnel and 355 undergraduates derived through three stage sampling method in selected five private universities in South-west, Nigeria while total enumeration sampling technique was used for library staff. The questionnaire was the main data collection instrument. Data was analysed with the use of descriptive statistics and correlation analysis. The prevailing institutional-based factors on institution reference service delivery are funding (=3.50), ICT literacy skills (=2.95), electricity supply (=2.65) and internet connection (=2.52). Factors which determine the service quality are tangibility (2.85), empathy (2.80), assurance (2.77) reliability (2.58) and responsiveness (2.54). Institutional factors significantly influence quality reference service delivery ( in these libraries. It has become imperative for academic libraries to ensure effective service delivery. Based on the findings of this study, it was recommended that every university should provide adequate institutional-based factors so as to ensure quality of reference service delivery.

Keywords: Institutional-based factors, private academic libraries, quality reference services,

                   South-West, Nigeria.