Library operations performance objectives: empirical evidence from users’ expectations

Abstract

This study aims to investigate the expectations of library users based on operations performance objectives (OPO) such as quality, flexibility, speed, dependability, and security of services and resources to adopt a strategic direction in which the creation and delivery of library resources and services would meet the expectations of
library users. A survey was conducted to collect data from 506 students of fifteen (15) academic universities in Ghana using questionnaires and the data was analysed descriptively. The results indicated that the general student populace prioritised speed as the key operations performance objective determining user satisfaction
with library operations. Besides, undergraduate students prioritised speed and dependability, whereas postgraduate students prioritised flexibility. Finally, the outcome indicated that public university students prioritised dependability higher, while their counterparts in the private sector prioritised quality. Findings of the study might aid the adoption of a strategic direction in which the creation and delivery of library resources and services would meet the expectations of its users.