What Are The Determinants of User Satisfaction Among Visually Impaired Library Users?

摘要

The study investigated determinants of user satisfaction with library services among visually impaired user. Visually impaired is a general term used to describe people who are partially sighted or completely blind. The term has been used in a similar sense throughout the study. The number of visually impaired persons is increasing and therefore their satisfaction or otherwise with library services needs to be addressed. Learning institutions must provide adequate library resources/ services to meet the needs of this special group. The study had four specific objectives, which were; to establish the satisfaction levels among the visually impaired users; the views from the visually impaired on how services can be improved, to find out the factors that influence satisfaction with services among the visually impaired. The study used the Confirmation/Disconfirmation Theory. The theory explains how users expectations and perceptions are formed. A review of relevant literature was carried out to provide in-depth understanding on user satisfaction with library services among the visually impaired. The reviews were drawn in line with the objectives of the study. The target population was the visually impaired library users in Thika and St. Lucy schools, and library staff. Descriptive survey method was applied while interviews and questionnaires were used in data collection. The findings of the study revealed that visually impaired library users face challenges when accessing library services as well as inadequacies of resources. This leads to their dissatisfaction with available library services. The recommendations for the study include enactment of relevant policies, adequate financial resources, hiring of adequate and well- trained staff, and appropriate facilities.