User Profiling and Needs Identification as Tools for Quality Service Delivery in Public Libraries
Authors
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E-Library and Digital Support Services, David Umahi Federal University of Health Sciences, Uburu
Magnus Osahon Igbinovia -
Library and Information Science, Ignatius Ajuru University of Education, Rivers StateBoma Beatrice Obi
DOI:
https://doi.org/10.17821/srels/2025/v62i3/171461Keywords:
Information needs, Needs’ Analysis, Needs’ Identification, Personalisation, Service Delivery, User ProfilingAbstract
The study examined user profiling and needs identification as tools for quality service delivery in two selected states (Edo and Delta) public libraries in Nigeria, and was anchored on five (5) specific objectives. The study adopted a descriptive survey research design with a population comprising two categories (library personnel and library users). Accidental sampling was adopted to get participants (library users) for the study, while total enumeration was adopted for the library personnel. The questionnaire method of data elicitation was used to elicit data from the respondents. Out of the 72 copies of a questionnaire distributed to library users, 67 copies were found usable; while 41 out of the 43 copies distributed to library personnel were retrieved and found usable, both sets of data were subjected to descriptive analysis. The study found a high level of service quality in the libraries. User profiling had no effect on the quality of service delivery in the public libraries. Contrarily, needs identification had a slight effect on the public libraries’ service delivery. The study revealed that several challenges militate against user profiling and needs identification as means towards enhancing quality services in public libraries. It also revealed that the main strategy for addressing this is deploying technology for user profiling with strict cybersecurity measures and periodically updating the profile.
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