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Library services and user satisfaction in developing countries: a case study.

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Healthcare professionals are satisfied with most Punjab Institute of Cardiology (PIC) library services, but desire improvements in space, hours, and electronic resources. Enhancing these areas can boost user satisfaction in medical libraries.

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Area of Science:

  • Medical Librarianship
  • Health Information Services

Background:

  • The Punjab Institute of Cardiology (PIC) library serves healthcare professionals in Pakistan's Punjab province.
  • It aims to meet the research and information needs within this cardiac care teaching hospital.

Purpose of the Study:

  • To evaluate user satisfaction with the services offered by the PIC library.
  • To identify areas of strength and opportunities for improvement in library services.

Main Methods:

  • A qualitative approach was employed using semistructured interviews.
  • Data were collected from a purposive sample of 15 healthcare professionals.
  • Thematic analysis was used for data interpretation.

Main Results:

  • Users expressed satisfaction with library collection, organization, reference, and circulation services.
  • Positive feedback was received regarding staff attitudes, and environmental factors like cooling and heating.
  • Concerns were raised about library space, operating hours, furniture, and internet access.

Conclusions:

  • The study highlights user satisfaction with current PIC library services, recommending their maintenance and enhancement.
  • Areas identified for improvement include physical space, extended hours, updated collections, and better digital resources.
  • Findings offer valuable insights for improving library services in similar institutions, particularly in developing countries.