Librarians' Demographic Variables and their Satisfaction with Service Delivery in Tertiary Institution in Cross River State, Nigeria

Abstract

This study sought to ascertain the influence of librarian's demographic variable and service delivery satisfaction in tertiary institutions in Cross River State, Nigeria. The study was guided by three research questions. The survey design was adopted by the researcher for the purpose of investigating and describing librarian's gender, attitude to work, and perception of library resources and service delivery satisfaction. The population of this study comprised 236 librarians (Professional and Para Professionals) in tertiary institutions in Cross River State as obtained from the establishment Departments of the institutions as of 2016. The questionnaire was used for data collection. Two hundred and thirty-six questionnaires were distributed, and 228 were returned. The findings revealed that librarian's gender differences do not influence service delivery satisfaction in tertiary institutions. That librarian's attitude to work had no significant influence on the service delivery satisfaction when matched with the tertiary institution’s combination, while librarian's perceptions of library resources significantly influenced the service delivery satisfaction in the studied institutions, in Cross River State, Nigeria. To this extent, recommendations such as tertiary institutions should form or reorganize library monitoring committees. These committees help in overhauling activities of academic and research libraries to enhance their service delivery. There should be an effective communication system within the libraries. This is important because it enables librarians and indeed, all staff to be aware of all activities going on in the institution, especially suggestions on areas of improvement in service delivery.