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3-2022

The National Library of Pakistan: A Survey of Users’ Satisfaction

Muhammad Afzal
Ministry of Planning, Development & Special Initiatives, Islamabad, Pakistan, [email protected]

Pervaiz Ahmad Prof. Dr.

Allama Iqbal Open University, Islamabad, Pakistan, [email protected]

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Afzal, Muhammad and Ahmad, Pervaiz Prof. Dr., "The National Library of Pakistan: A Survey of Users’
Satisfaction" (2022). Library Philosophy and Practice (e-journal). 6986.
https://digitalcommons.unl.edu/libphilprac/6986
 The National Library of Pakistan: A Survey of Users’
Satisfaction

Muhammad Afzal
Senior Librarian, Ministry of Planning, Development
& Special Initiatives, Islamabad, Pakistan
Email: [email protected]

Pervaiz Ahmad
Chairman, Department of Library and Information Sciences,
Allama Iqbal Open University, Islamabad, Pakistan
Email: [email protected] (Corresponding author)

Abstract
This study aims to assess users’ satisfaction with the National Library of
Pakistan (NLP). The study variables include facilities, collection, services, and
attitude/behavior of staff along with demographics and open -ended comments.
To carry out the objectives of the study, a semi-structured paper questionnaire
using a modified Likert -type scale is administered personally by the principal
researcher. Response s from one hundred ( 100) users are obtained employing a
non-probability (accidental, voluntary) sampling technique. The majority of
users show their satisfaction against all the variables. The u sers in open-ended
comments suggest further improvement in facilities and services. This study
may be helpful for the NLP administration to plan and proceed accordingly.
Other national libraries especially in developing countries like Pakistan may
also conduct user satisfaction surveys to assess their resources following the
example of this study.

Keywords: National Library of Pakistan, NLP, User satisfaction survey,

Library facilities, Library collection, Library services, Library staff.

Introduction
There is minor disagreement among Pakistani library experts on the year of establishment
of the National Library of Pakistan. However, the majority agree upon 1949 as the founding
year (Anwar, 1993). Though the National Library of Pakistan (NLP) was established in 1949,
it existed on paper only and was without any physical building. The National Library started
building its collection in 1967 with copyright receipts and began purchasing books in the mid-
1970s when it got its first-ever budget. The Library was moved among various buildings,
mostly rented, in Islamabad and Rawalpindi from 1968 to 1988. The initial plan for the
construction of the National Library’s building at Islamabad was prepared in 1968, revised in
1973, and finally approved in 1980. Construction started in 1982 and was completed in
December 1988 costing PKR 130,322 million. The collection of 70,000 volumes that had
already been acquired under copyright law and through purchases was then moved to the new
building. The NLP was formally opened to the public on 24 August 1993 (Ahmad, 2008).

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 The National Library of Pakistan, a four-level building, has a covered area of 168,844
square feet with a seating capacity of 250 users. Major sections include Acquisition Section
(books), Acquisition Section (serial publications), Technical Processing Section, Reference
and Information Services, National Bibliographic Unit, Library Cooperation and Promotion,
and Planning and Research Section. The collection of more than 400,000 volumes is based on
books, personal collections, rare books, serial publications, and other materials. The
government is spending a huge amount of budget on the National Library of Pakistan. It is high
time to assess its facilities and services in terms of users’ satisfaction.

Objectives of the Study

The objectives of this study are to:
1). Determine the users’ perceptions in terms of their satisfaction with the National Library of
Pakistan across certain, different dimensions.
2). Seek users’ feedback through open-ended comments for further improvement.

Literature Review
Online Dictionary for Library and Information Science (ODLIS, 2020) defines a national
library as “A library designated and funded by a national government to serve the nation by
maintaining a comprehensive collection of the published and unpublished literary output of
the nation as a whole, including publications of the government itself. Most national libraries
are also responsible for compiling a national bibliography, and some serve as the
legal depository for works protected by copyright in the country.” The National Library of
Pakistan (NLP) is also performing the same functions as defined above.
The user is the primary determinant of a library’s quality to satisfy their declared and
unspoken needs. A user satisfaction survey is regarded as an important aspect to assess the
worth of the library’s facilities and services. A satisfied user is likely to continue using the
library resources in the future. There are multiple methods to obtain users’ perceptions
regarding their satisfaction with the library. A user survey is a commonly used method.
According to ODLIS (2020), a user survey is “a questionnaire administered to users of
a library or library system to find out what brings them to the library, how they normally use
the resources and services it provides, their subjective evaluation of the quality of their library
experiences, and any suggestions for improvement (feedback).”
A user’s perception is formed based on his/her experience of using the resources and
services of a library and interacting with the library staff. According to ODLIS (2020), user
experience is defined as the “perceptions and response of a person, resulting from his/her use
or anticipated use of a product, system, or service…it includes the user’s subjective response
(feelings, beliefs, preferences), as well as perceptions of utility, efficiency, and ease of use.
Three factors influence user experience: the person's previous experience and inner state at the
time of use; the properties of the product, system, or service; and context of use.” This study
also endeavors to address these factors. However, there are very few studies found on users’
satisfaction surveys in a national library setting. The available studies are reviewed below.
Ekeng & Esin (2021) investigated users’ satisfaction with library facilities and the attitude
of staff in the national library of Cross River State, Nigeria. They randomly sampled 554
participants for the questionnaire survey. The t-tests revealed users’ satisfaction with library
facilities and attitude of staff significantly high. The study recommended the friendliness of
staff towards users and uninterrupted power supply.
Kadir et al. (2016) examined the factors influencing the usage of electronic resources at the
National Library of Malaysia (NLM). They selected four factors for their study: individual
behavior, library staff, library services, and library technology. A total of 218 library visitors
participated in the questionnaire survey. Findings indicate that the library technology and

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library staff are having the strongest relationships with user satisfaction. Results indicate that
user experience cannot be belittled as it would determine their interest and willingness to
consistently use the NLM electronic resources.
Shabi, Oyedapo, & Osaniyi (2016) studied the level of users’ satisfaction with the library
services rendered at the National Library of Nigeria through a questionnaire survey against a
convenient sample of 100 users. Most of the respondents were single, male students, and
teenagers. The overall level of satisfaction with library services was found to be low (44%).
Suggestions for improvement included improved collection, provision of functional computer
workstations with the internet, reprographics facilities, and increased opening hours. The
authors recommended that library staff members, though competent, needed to pay more
attention to human relations.
Oh, Lim, & Yeo (2006) analyzed the gap between users’ perceptions and staff expectations
about dimensions of library service quality (library staff, service supports. materials and resources,
and facilities and equipment), service value, user satisfaction, royalty in the National Libray of Korea
(NLK). They administered a questionnaire survey on 614 users and 100 staff members of the NLK.
Users evaluated service quality lower but evaluated service value, satisfaction. and loyalty higher.
In terms of showing complaining behaviors, users were less than the staff expected. For users. only
the dimension of library staff influenced significantly the service value, satisfaction, complaining
behavior, and loyalty.
Mohammadi et al. (2016) investigated user satisfaction in different libraries of Iran
including the manuscript department’s services of the national library using a questionnaire
survey. The study dimensions comprised the provision of IT applications including the
information retrieval system in the library. The study found that users were overall satisfied
with library services. The full-text article in the Persian language could not be translated owing
to the image format.

Methodology and Limitations

This study is a quantitative survey to assess the users’ satisfaction with the National Library
of Pakistan (NLP) across certain dimensions. A semi-structured questionnaire is constructed
based on a review of relevant, scholarly literature. The questionnaire consists of three parts,
demographics, perceptions, and open-ended comments. The second part measures the
perceptions of NLP users on a modified Likert-type scale. The questionnaire was also piloted
after review by the selected experts. The principal researcher personally visited the NLP many
times occasionally to administer the paper questionnaire to meet the target of obtaining
responses/feedback from an accidental, voluntary sample of 100 users. The data are analyzed
quantitatively using frequency counts. Limitations include a non-probability sample of 100
users and simple data analysis in frequency counts. The result of scale reliability analysis
checked with SPSS-22 suggests the instrument’s high trustworthiness (Table 1).

Table 1. Scale Reliability Analysis (n = 100)

Sr# Users’ perceptions Cronbach’s alpha
1 Satisfaction with library facilities (9 items) .919
2 Satisfaction with library collection (7 items) .922
3 Satisfaction with library services (9 items) .921
4 Satisfaction with library staff (5 items) .915

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Findings of the Study
This section analyses and interprets the collected data starting with demographics and
followed by perceptions and open-ended comments.

Demographics
The majority of users comprise females, below 30 years of age, undergraduates, and
students. Table 2 shows the demographic frequency of the surveyed users.

Table 2. Demographics (n = 100)

Sr# Demographic Frequency
1 Gender Male = 44
Female = 56
2 Age Below 30 years = 62
30 years and above = 38
3 Qualification Graduate = 37
Undergraduate = 63
4 Occupation Student = 42
Teacher = 20
Journalist = 11
Other = 27

Purpose and frequency of using NLP

The majority of users visit NLP almost daily for academic study. Also, they have been
visiting the NLP for more than a year (Table 3).

Table 3. Purpose / Frequency of Using NLP (n = 100)

Sr# Frequency / purpose Count
1 Purpose of using NLP Academic study = 41
Research = 32
Competitive exams = 15
Recreation/time-pass = 12
2 Frequency of using NLP Less than a year = 19
One or more years = 81
3 Frequency of visiting NLP Almost daily = 63
Occasionally = 37

Satisfaction with NLP facilities

The majority of users show satisfaction with all relevant items.

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 Table 4. Satisfaction with Library Facilities (n = 100)
Sr# Facility type Satisfied Neutral Not satisfied
1 Enough space for individual learning and 82 10 8
social activities
2 Location of the library is approachable 77 16 7
3 Research rooms facility 77 16 7
4 Central air conditioning (heating and 79 14 7
cooling)
5 Conducive study environment 78 11 11
6 Sufficient lighting 79 11 10
7 Cleanliness 82 7 11
8 Overall library environment 79 13 8
9 Library hours 76 7 17

Satisfaction with NLP collection

The majority of users show satisfaction with all relevant items.

Table 5. Satisfaction with Library Collection (n = 100)

Sr# Collection type Satisfied Neutral Not satisfied Never used
1 Serial publications 81 7 10 2
2 General books 83 8 8 1
3 Reference books 77 9 13 1
4 Theses / dissertations 69 13 15 3
5 Rare books & manuscripts 64 12 17 7
6 Digital resources (offline/ 64 10 20 6
CD Rom)
7 Digital resources (online) 65 7 22 6

Satisfaction with NLP services

The majority of users show satisfaction with all relevant items.

Table 6. Satisfaction with Library Services (n = 100)

Sr# Service type Satisfied Neutral Not satisfied Never used
1 Reference services 84 11 4 1
2 Library catalogue (OPAC) 67 11 19 3
3 Photocopying service 65 11 21 3
4 Scanning service 64 11 21 4
5 Computing service 72 8 18 2
6 Internet/Wi-Fi service 74 8 16 2
7 User orientation service 69 17 13 1
8 Fresh arrivals display 69 13 17 1
9 Current awareness service 69 12 19 0

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Satisfaction with attitude/behavior of NLP staff
The majority of users show satisfaction with all relevant items.

Table 7. Satisfaction with Library Staff (n = 100)

Sr# Attitude/behavior Satisfied Neutral Not satisfied
1 Courteous to users 79 11 10
2 Empathy towards users 79 14 7
3 Readiness to respond to user requests 79 17 4
4 Prompt service 78 9 13
5 Neat and decent appearance 82 10 8

Open-ended comments
Out of 100 respondents, 25 furnished suggestions for further improvement. These
suggestions are arranged into two themes along with users’ feedback below.

Facilities:
• Improvement in the centrally air-conditioning (heating and cooling) facility according to
weather.
• Renovation of building.
• Reduced photocopying rates.
• More lighting, furniture, and study carrels.
• Provision of separate reading space for women.
• Provision of a separate section in the canteen for women.
• Extension in library hours.
• Improvement in cleanliness especially the restrooms.

Services:
• Provision of faster Wi-Fi service.
• 24/7 availability OPAC; sometimes found down.
• Provision of online tutorial video on OPAC searching.

Conclusion
This study sought users’ satisfaction with NLP facilities, collection, services, and
attitude/behavior of staff. A semi-structured questionnaire comprising demographic and
perception variables along with open-ended comments was administered. A convenient sample
of 100 users participated in the survey because of the low number of daily visitors in a
pandemic situation. Owing to the non-probability sample, the findings of this study should be
used with caution. The majority of the users showed their satisfaction against all the variables.
This is said that the majority of people generally opt for a positive opinion. However, they also
furnished some suggestions for further improvement. These suggestions might be from the
users who opted to be neutral or not satisfied with the relevant questionnaire items. They
suggested improvement in the air-conditioning system, renovation of the building, reduced
photocopying charges, more lighting, furniture, and study carrels, provision of separate reading
space and section in the canteen for women, extension in library hours, cleanliness especially
the restrooms, faster Wi-Fi, and 24/7 availability OPAC along with its tutorial.

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 Usually, one library in a country serves as a national library as is the case in Pakistan as
well. The government of Pakistan is spending millions of rupees on NLP annually. One of the
objectives of NLP is to serve the nation. This survey may be helpful for the NLP administration
to make informed decisions for further improvement. This study may also motivate other
researchers to survey their national libraries, especially in countries with similar conditions.
These types of surveys are also necessary for developing countries where users’ expectations
might usually be higher than the human and financial resources of the library. Studies should
also be conducted to know how the NLP is meeting its other objectives.

References
Ahmad, P. (2008). National Library of Pakistan: An overview. IFLA Journal, 34(1), 90-98.

Anwar, M.A. (1993). Founding of the National Library of Pakistan. In M. Asghar, A. H. Qarshi,
& S. J. A. Rizvi (Eds.), Hallmarks of library and information services in Pakistan (pp. 263–
269). Lahore, Pakistan: PULSAA.

Ekeng, M. E. & Esin, J. E. (2021). Users’ satisfaction with library facilities and attitude of staff
in national library. Library Philosophy and Practice (e-journal). Article number 6012.

Kadir, M. R. A., Ghani, R. A., Bakar, A. A., Bunawan, A. A. & Seman, M. R. (2016). User
Satisfaction with electronic resources. Journal of e-Learning and Higher Education. Article
number 408838.

Mohammadi, M., Rostami, F., Talle’ee, A., & Zarre, E. (2016). An investigation of user
satisfaction in the library manuscript department services of the national library, the library of
parliament, the library of Astan-e Qods-e Razavi, and the central library of Tehran
University. Library and Information Sciences, 19(4), 30-56.

ODLIS [Online Dictionary for Library and Information Science]. (2020). Retrieved from
https://products.abc-clio.com/ODLIS/odlis_a.aspx

Oh, D., Lim, Y., & Yeo, J. (2006). Gap analysis of users’ perceptions and staffs’ expectations
regarding the library service qualify, customer satisfaction and loyalty: A case study of the National
Library of Korea. Journal of the Korean Society for Library and Information Science, 40(4), 165-
181.

Shabi, I. N., Oyedapo, R.O., & Osaniyi, J.T. (2016). A survey of user satisfaction at the
National Library, Osogbo, Nigeria. Journal of Applied Information Science and Technology,
9(2), 90-96.