Quality Assurance and Library Patronage among Academic Staff in Federal Polytechnics in South-West, Nigeria: A LibQUAL Survey

Uwaebuka Wisdom Madu^{* *}Correspondence: Uwaebuka Wisdom Madu, Department of Library and Information Science, Ekiti State University, Ekiti State, Nigeria, Email:

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Introduction

It is acknowledged that the development of information resources and services are central in the cycle of library functions, but more important is the patronage by the targeted user groups. If the resources and services in the library are not patronised by intended users, then, the whole essence of providing library services is defeated. Therefore, the importance of library patronage cannot be overstressed. According to Odunola and Tella, library patronage is the physical and remote access to and consultation or use of libraries’ collections/information resources. Schoenberger noted that patronage of the library by intended users is a vital measure of output of services provided by libraries. No matter how huge the collection of a library is or how magnificent the library building is, if the services and its resources are not patronised, such a library will end up becoming a white elephant project [1].

Library patronage is a prerequisite to information acquisition for learning, teaching, and research for both students and academic staff in polytechnics. Students and academic staff patronise mainly academic and special libraries and the services required by them are specialised in nature [2]. Library patronage by academic staff of polytechnics becomes indispensable due to the fact that they depend largely on information resources to meet various academic responsibilities such as developing lecture materials, research activities, building academic capacity, among others. However, researchers such as Odu, Olajide and Adio, and Oriogu et al. have variously reported low patronage of academic libraries in Nigeria in recent times. Besides, a study by Madu revealed, that the frequency of use of the polytechnic libraries by academic staff in Federal Polytechnic Ede is low as a result of many challenges among which are lack of adequate awareness of the available resources and lack of relevant skills to use the available resources of the library. The continuation of this trend portends great danger to the value and perception of polytechnic libraries in particular and polytechnic education in general [3].

Because of their persistent non-distinct value and the high costs of funding, polytechnic libraries need to prove that they are not only vital to the success of teaching, learning, and research but are also of strategic importance to the attainment of the polytechnics’ overall mission and vision. One way of proving their fitness for purpose is to strengthen the breadth and depth of quality assurance [4]. According to the American Society for Quality, quality assurance is a part of quality management that focuses on providing confidence that quality requirements will be fulfilled. The confidence provided by quality assurance is twofold – internally to management and externally to patrons and regulators. Quality assurance in library entails the maintenance of a desired level of excellence or standard in library resources and services. It also extends to the workforce that package and render the services as well as to the facilities and environment of the library.

In order to measure quality in academic libraries, one needs to investigate a common framework of reference, an agreed set of standards, performance indicators, evaluation criteria and methodologies. Instruments such as SERVQUAL and LibQUAL are valuable tools in measuring library service quality. SERVQUAL is a general instrument for measuring customers’ perceptions of service quality. LibQUAL is a specialised instrument that enables libraries to address service quality gaps, enhance responses to user needs, change organisational culture and market the library. It is basically a survey that measures user perception and expectation of library service quality in three dimensions, namely: ‘affect of service’, ‘information control’, and ‘library as a place’.

‘Affect of service’ addresses how well library employees provide library services. It concentrates on the human side of the library as an institution like empathy, accessibility, and personal competence of librarians. ‘Information control’ focuses on the adequacy of the collections themselves and the ability of users to access needed information on a timely basis [5]. It considers the extent to which users are able to navigate and control information that is provided. The last one which is ‘library as place’ measures the quality of library facilities comprising utilitarian space for study and collaboration. This study adopted the elements of LibQUAL in examining quality assurance vis-à-vis library patronage among academic staff of federal polytechnics in South-West, Nigeria.

Statement of the problem

Information resources and services in polytechnic libraries are provided for use to the members of the polytechnic community, most especially students and faculty members. The academic staff require the library to prepare lecture materials, conduct researches to enable them produce books and research articles for publication and presentation at conferences, and to keep themselves updated with the latest developments in their various disciplines, and to build academic capacity as well as to recreate. In view of all these needs, and given the huge investments deployed by parent institutions towards provision of human and material resources to ensure that these needs are sufficiently met, the polytechnic library is expected to be a beehive of activities, where users visit often to satisfy their various information needs. However, recent empirical studies have reported low patronage of these libraries, which seems to have resulted in the decline in performance of students and quality of instruction from lecturers.

While various studies have been carried out on the subject of library patronage, the review of the literature indicated a rather skewed approach as research efforts have concentrated more in understanding the magnitude of the problem with little attention on the factors that could propel high patronage such as quality assurance. Besides, available empirical studies on the subject are mostly university-based, particularly among students, thereby creating the need for a similar study in the polytechnic subsector that will not only bridge the sectorial gap but also strike a balance by investigating the factors that can propel high patronage of library resources and services among the academic staff who are a major user group of polytechnic libraries. It is on this basis that this study investigated the influence of quality assurance on library patronage among academic staff of federal polytechnics in South-West, Nigeria.

Research questions

The following research questions guided the study:

1. What is the level of library patronage among academic staff of federal polytechnics in South-West, Nigeria?
2. How does the academic staff perceive quality assurance in federal polytechnics libraries in South-West, Nigeria?

Hypothesis

There is no significant influence of quality assurance on library patronage among academic staff of federal polytechnics in South-West, Nigeria.

Literature Review

Library patronage research as an aspect of user studies is a vital aid for effective planning and management in polytechnic libraries. According to Osinulu et al., academic libraries must ensure that available information resources and services are best utilised by patrons. Therefore, the polytechnic libraries have roles to play to increase the library patronage among all user segments particularly, academic staff. Cox and Jantti argued that patronage is an entity that measures an item's worth to a library or information system and that the measure of library’s use can be obtained from the demands for its items. The framework and purpose for the assessment of collection usage have substantially changed, driven by the accompanying change in content delivery mechanisms, user behaviour, assessment tools, and analytics [6].

Library patronage otherwise known as library utilisation or library usage has attracted a lot of empirical research interests which can be attributed to the central importance of the subject to libraries. Ukih reported high patronage of library resources by lecturers in University of Agriculture, Makurdi, Nigeria. The study by Ifijeh et al. revealed that the lecturers in private universities in South-South, Nigeria made use of their institutional libraries to a high extent. Similarly, Barfi et al. reported that the library resources in University of Cape Coast, Ghana were being patronised by the lecturers at a high level (x=3.19).

On the contrary, Mutani’s study reveals declining patronage of academic library services and resources among faculty members Saint Augustine University of Tanzania. Similarly, Oriogu et al. reported poor patronage of information resources and services among faculty members at Afe Babalola University Library, Ado-Ekiti, Nigeria despite full awareness and positive perception of the library’s resources and services. Madu evaluated the utilisation of electronic information resources by the academic staff of the Federal Polytechnic Ede, Nigeria and reported that the frequency of use of EIRs by the academic staff was low [7].

In Pakistan, Usman et al., studied user satisfaction with library resources and services in Government Degree College Sabir Abad (Karak), Khyber Pakhtunkhwa. The findings revealed low patronage of the library by the study population as well as low satisfaction with the library resources and services particularly in the areas of power supply, daily newspapers, and the library environment. Colar studied the usage of library resources and services of Maritime Academy of Asia and the Pacific (MAAP) in Philippines. The population comprised both faculty members and students of the institution. The findings showed that the students were frequent visitors of the library while the faculty had minimal visits. Most of the studies have focused in measuring the extent of use and user satisfaction, with little emphasis on the factors that could propel library use among academic staff.

The subject of library patronage remains one that should be very important to the polytechnic library management and staff because the extent of utilisation of library resources and services by the patrons are considered a good measure of the parent institutions’ excellence in general and library quality in particular. This understanding will enable polytechnic libraries’ management to articulate and deploy all necessary mechanisms to ensuring standard in service delivery through quality assurance. According to Ram, the origin of quality assurance in Library and Information Science can be traced back to as early as 1931 when Ranganathan gave to the world of librarianship, his famous five laws. It is the fourth law; “save the time of the reader” that has similar implications for quality assurance process. Ranganathan’s explanation for the term “Documentation” as pinpointed, exhaustive and expeditious organisation and retrieval of information is the sum and substance behind quality assurance in the library context [8]. This concept has become even more relevant in the current technological era, especially due to the application of information technology in libraries and changes in information consciousness among users. Consequently, if libraries will survive in the electronic environment, they will have to change, and actively include quality culture in their services to make them user-oriented.

Given the wide recognition of the importance of quality assurance in enhancing library patronage, diverse empirical research efforts have been deployed by researchers in understanding the subject from different perspectives. Hossain and Islam measured perceived service quality associated with user satisfaction of Dhaka University Library using a modified SERVQUAL instrument. It was found that the ‘library hours’ was the only service item that got the exclusive acceptance and ensured highest/optimum satisfaction of the users, while other items were lower than expected scores. This indicated dissatisfaction with service quality by the library users [9].

Taib et al., compared the status of International Standard Organisation (ISO) 9001:2000 implementation towards quality management practices in five typically different library categories. The researchers reported that the Malaysian universities’ libraries had adopted the quality management practices as an effort to deliver quality service, by putting customer focus, leadership, and information data and analysis as the main factors. Their finding showed that 18 libraries had already implemented the ISO as a quality system from one to three years and 16 libraries had used it within four to six years [10]. A similar study by Ram reported that none of the university libraries in India is ISO certified. In Kenya, Nganga et al. evaluated the application of Library Service Charter in quality service delivery in University of Nairobi Library. The findings from the study showed that the implementation of the service charter played a critical role in the delivery of services to the information users as it significantly enhanced the quality of information management through professionalism, staff performance, teamwork, and timely feedback [11].

The study by Moses et al., reported that library service quality had a significant positive effect on library usage and a direct significant effect on user satisfaction at Covenant University Library, Ota, South-West Nigeria. In another study, Nnadozie showed that improved patronage of university libraries by faculty members in South-East Nigeria was not equivalent to the satisfaction with the quality of resources and services of the university libraries. It was evident from the two reports that the generalisation of assumption of the influence of quality assurance on library patronage could be misleading. While it may be thought that each academic library should be studied on the basis of its own merits and peculiarities, the need to maintain standard in quality assurance mechanisms is sacrosanct [12].

The study by Balog et al., uncovered some challenges affecting quality assurance in academic libraries. They include lack of follow up in terms of action plan, inadequate funding, lack of continuous monitoring of details, lack of comprehensive quality indicators, and lack of efficient means of assessing library quality in depth by external audits and evaluations during the process of accreditation and reaccreditation of programmes. Nganga et al., also identified low work motivation, increased workload, bureaucracy, and institutional weakness. Research on the influence of quality assurance on library patronage among polytechnic academics in Nigeria is scare. The present study adopted the LibQual indices to investigate the influence of quality assurance on library patronage among academic staff in federal polytechnics in South- West, Nigeria with the view to bridging the obvious gap [13].

Theoretical Framework

Amidst numerous theories explaining quality assurance and library patronage, the study’s theoretical framework was narrowed to General System Theory (GST). The general system theory also called systems theory, open systems theory or systemic theory was propounded by Bertalanffy in 1968. The theory perceives an organisation as a holistic system made up of several elements, all working towards achievement of the whole. The impact of each element in a system depends on the role played by other elements in the system, and order arises from interaction among these elements. Bertalanffy, emphasised that real systems are open to, and interact with their environments, and that they can acquire qualitatively new properties through emergence, resulting in continual evolution. This theory takes cognisance of organisations as complex social systems that rely on inputs from the society and communities, processes that transform these inputs and outputs that are churned from the systems back to the society. According to the theory, reducing any part of the system from the whole reduces the overall effectiveness and the quality of outputs from the organisation. A system can be looked at as having inputs, processes, and outputs. An information system is an example of the interaction of multiple elements as envisioned by General System Theory. The library is an integrated system that involves series of input, processes, and outputs. The inputs include finances, facilities, and information resources that are processed by the human resources and transformed into services for the purpose of meeting the information needs of members of the society. The expected outputs to society would be individuals who possess knowledge, skills, and attitudes that are required by the society as a result of their sustained use of qualitative library services and facilities.

Relevance of the theory to the study

Fundamentally, the emphasis of the theory is the maintenance of the quality and standard of every element that forms part of the holistic system. Given the assumption that the impact of each element in a system depends on the role played by other elements in the system, and that order, efficiency and effectiveness arise from interaction among these elements; therefore, the relevance of this theory to this study lies in the fact that it reveals the need for quality assurance in all the processes, functions, and services of polytechnic libraries. In this regard, polytechnic library managers and personnel must uphold quality assurance at every stage of library function-from collection development to dissemination and preservation of information resources and even the physical environment of the library.

Methodology

The descriptive survey design was employed for this study. The population of the study comprised all the academic staff on full-time appointment in five federal polytechnics in South-West, Nigeria totaling two thousand three hundred and ninety three (2,393). Two-stage sampling technique was employed to arrive at the study sample. At the first stage, proportionate stratified sampling technique was used in the selection of academic staff across the three categories (lecturers, technologists, and instructors) in the five federal polytechnics, using 40% of the population. At the second stage, simple random sampling technique was used in selecting the respondents to the research instrument. The sample size for the study consisted of nine hundred and fifty seven (957) academic staff of the five polytechnics under study [14].

Structured questionnaire was used for data collection. The questionnaire contained items that measured academic staff perception of quality assurance in the polytechnic libraries using an adapted scale from the LibQUAL instrument comprising nine items on affect of service, eight items on information control, and five items on library as a place using four-point Likert scale of Strongly Agree (SA)=4, Agree (A)=3, Agree (A)=2, and Strongly Agree (SA)=1. The reliability coefficient of the instrument determined using Cronbach’s alpha method yielded an index of =0.967. A total of 957 copies of the questionnaire were administered out of which 871 representing 91% were retrieved [15]. Descriptive statistics such as frequency count, percentage, mean, and standard deviation score was used to analyse the respondents’ demographic features as well as answer research questions, while regression analysis was used to test the null hypotheses at a 0.05 level of significance.

Discussion

Answers to the research questions

Research question 1: What is the level of library patronage among academic staff of federal polytechnics in South-West, Nigeria? In order to answer the research question and achieve the objective, the respondents were provided with options of Always, Often, Rarely, and Never in the questionnaire and they were requested to tick as it applied to them. The frequency, percentage, mean, and standard deviation values of their responses were calculated and provided in Table 1.

Table 1: Level of library patronage the respondents

Table 1 presents analysis on the level of library patronage among academic staff of federal polytechnics in South-West, Nigeria. The result shows that 106 (12.2%) of the respondents affirmed that they patronised the polytechnic library ‘always’, and 282 (32.4%) confirmed that they patronised the library ‘often’. Conversely, 451 representing 51.8% alluded to using the library ‘rarely’, while 32 others representing 3.7% never used their polytechnic libraries. In terms of the purposes for patronising the library, research activities emerged as the most prominent with an aggregated agreement of 681 (78.2%) respondents and (x͞=3.02). The least purpose for which the respondents used the library was ‘recreation’ as only 203 of the respondents representing 23.3% patronised the library for the purpose of recreation, with a mean score of (x͞=1.84). Considering that the weighted mean score (x͞=2.48) was less than the criteria mean of (x͞=2.50), it can therefore be deduced that the level of library patronage among academic staff in federal polytechnics in South-West, Nigeria was low [16].

Discussion of finding

The finding of this study is in line with Colar, whose study of the usage of library resources and services in Maritime Academy of Asia and the Pacific (MAAP) in Philippines reported minimal library visits by faculty members as well as Usman et al., whose study revealed low patronage of library resources and services among lecturers in Government Degree College Sabir Abad Pakistan equally support the finding of this study. On the contrary, the finding of this study contradicts the findings of Ifijeh et al., whose study revealed that the lecturers in private universities in South-South, Nigeria made use of their institutional libraries to a high extent; and Barfi et al., whose study showed that the library resources in University of Cape Coast, Ghana were being patronised by the lecturers at a high level.

Research question two: How does the academic staff perceive quality assurance in federal polytechnic libraries in South-West, Nigeria? To answer the research question, the respondents were provided with options of Strongly Agree (SA), Agree (A), Disagree (D), and Strongly Disagree (SD) in the questionnaire based on the three LibQual indicators of affect of service, information control, and library as a place.

Academic Staff Perception of Quality Assurance

Academic staff perception of quality assurance described in Tables 2-4.

Table 2: Affect of service

Table 3: Information control

Table 4: Library as a place

Tables 2-4 present the academic staff perception of quality assurance in federal polytechnic libraries in South-West, Nigeria under the three indicators of affect of service, information control and library as a place. On affect of service, an aggregated 745 (85.6%) affirmed that the library employees possessed the knowledge to answer users questions, only 125 (14.5) disagreed with the statement. The statement ranked first among all the nine items under the indicator. The table showed that all the items had a mean score exceeding the cut-off point of 2.5 indicating respondents’ agreement. On the whole, the weighted mean score for the indicator (affect of services) is 2.96.

On information control, the statement ‘the library makes information easily accessible for independent use’ ranked first in terms of mean score (2.79) and aggregate agreement score (596, 68.5%); followed by ‘the library possesses the easy-to-use access tools that allow me to find things on my own’ (2.70, 548, 62.9%). The items, ranked 7^th and 8^th, did not meet the cut-off mean indicating the respondents’ disagreement with the statements that “the library’s website enables me to locate information on my own (2.19), and the electronic resources of the library are accessible from my home or office (2.05)’. However, the respondents weighted mean score on the information control indicator was 2.53 [17].

On library as a place, all the five items in the table met the criteria mean of 2.5 with prominence given to the statement ‘the library is a getaway for study, learning or research’ (3.30, 781, 87.7%), followed by ‘the library has quiet space for individual activities’ (3.27, 787, 90.4%). The statement ‘community space for group learning and group study is available in the library’ attracted the least mean score (2.82) with 594 respondents representing 68.2% affirming it; however, 31.8% of the respondents disagreed with the statement. The weighted mean score for this indicator (library as a place) was 3.16.

It could be deduced that the indicator of ‘library as a place’ had the highest weighted mean score of 3.16, followed by ‘affect of service’ 2.62, and ‘information control’ had the least mean score of 2.53. On the whole, the weighted mean of all the items on quality assurance was (x͞=2.84). Therefore, it can be inferred that the academic staff perception of quality assurance of federal polytechnic libraries in South-West, Nigeria was moderately positive.

Discussion of findings

Analysis of data indicates disparity in the perception of the three dimensions of quality assurance measured by LibQUAL indicators of affect of service, information control, and library as place. The findings indicate that ‘library as a place’ which addresses the academic staff perceptions regarding library facilities’ functionality and adequacy for academic activities ranks first, followed by ‘affect of service’ which focuses on the academic staff perception of library staff competency and helpfulness. ‘Information control’ which focuses on the adequacy and organisation of library collections is the least perceived by the academic staff. Therefore, the federal polytechnic libraries in South-West Nigeria maintain high quality in terms of facilities, fairly good quality in terms of staff competency, however quality assurance in the adequacy and organisation of collections are weak. Generally speaking, there is a commitment towards quality assurance in federal polytechnic libraries in South-West Nigeria as perceived by the academic staff members.

The finding of this study is in agreement with the study by Dube whose results showed discrepancies in quality assurance practices in the academic libraries in South Africa with a general commitment towards instilling a quality culture and encouraging best practice. The finding of this study also aligns with Hamed et al., who assessed the service quality of hospital libraries in Shahid Beheshti University of Medical Sciences, Iran using LibQUAL indices and reported that information control was the least satisfying dimension whereas library as a place was the most satisfying dimension.

Test of hypothesis: There is no significant influence of quality assurance on library patronage among academic staff of federal polytechnic in South-West, Nigeria.

The corresponding research objective was to examine the influence of quality assurance on library patronage among academic staff of federal polytechnic in South-West, Nigeria [18]. In testing this hypothesis, and to achieve the corresponding objective, the researcher correlated respondents score on quality assurance items in the questionnaire with the scores on library patronage items in the questionnaire (Table 5).

Table 5: Linear regression showing influence of quality assurance on library patronage among academic staff in federal polytechnics in South-West, Nigeria

From the results in Table 5, the R square is 0.37. This showed that there was a positive relationship of 37% between the dependent variable (library patronage) and the independent variable (quality assurance). The R-Square also indicated that 37% of the independent variable can be explained by the dependent variable. The coefficient also showed the regression equation of: Y=a+bx which was rewritten as library patronage =0.534+0.686 (quality assurance). This equation showed that quality assurance had a positive influence on library patronage. It also showed that on the average, an increase in quality assurance will bring an increase in library patronage by 0.686, keeping other variables constant. Given that the calculated p-value (0.00) was less than the critical value (0.05) as shown in the table, the null hypothesis was rejected and it was concluded that there was a significant positive influence of quality assurance on library patronage among academic staff of federal polytechnic in South-West, Nigeria [19].

Discussion of findings

The analysis of data shows that quality assurance significantly influences library among academic staff. This finding supports the study by Moses et al., that library service quality had a significant positive effect on library usage and a direct significant effect on user satisfaction at Covenant University Library, Ota, Nigeria. The finding also agrees with Nganga et al., whose evaluation of the application of Library Service Charter in quality service delivery in University of Nairobi Library showed that the implementation of the service charter played critical role in the delivery of services to the information users. This was because it enhanced the quality of information management through professionalism, staff performance, teamwork and timely feedback, ultimately improving library patronage [20].

Conclusion

The finding of this study reveals that the level of library patronage among academic staff in federal polytechnics in South-West Nigeria was low; their perception of quality assurance was moderately positive and that quality assurance influences library patronage. Based on the findings of this study, it is concluded that effective and efficient engagement of quality assurance mechanisms by polytechnic library managers, personnel and indeed all other relevant stakeholders has the potentials of improving the declining level of library patronage among polytechnic faculty members and indeed all other categories of polytechnic library patrons.

Recommendations

Based on the findings of this study, the following recommendations are made to improve the level of library patronage among polytechnic academic staff in Nigeria.

• Polytechnic academic staff should consciously avail themselves of the rich resources available in the polytechnic libraries to enhance their academic capacity and deliver effectively in teaching and research responsibilities.
• Polytechnic library managers and personnel should take deliberate steps to improve the quality of service delivery particularly in the areas of information resources adequacy and organisation.
• Regulatory agencies like the Ministry of Education and the National Board for Technical Education should ensure that quality standards are established and strictly maintained in polytechnic libraries through oversight functions.

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