Using LibQUAL to assess user satisfaction with library services at the Aloe Park South African Police Service (SAPS) National Library, Pretoria, South Africa

Purpose This paper reports on the findings of a study that was conducted by means of LibQUAL to establish user satisfaction with the current and perceived library resources and services at Aloe Park SAPS National Library in Pretoria. Design/methodology/approach The study used the interpretivist research paradigm, the qualitative approach and a case study research design. Findings The three core elements of LibQUAL – (1) affect of service, (2) information control and (3) library as place (physical library space) – were used to measure user satisfaction. Results related to the affect of service revealed a strong positive response: 16 (80%) of the 20 participants expressed satisfaction with the quality of service provided by library staff. In terms of information control, the findings indicated that most users were aware of library resources such as books, library databases and the computer centre. However, they were not using these resources optimally for various reasons, such as a dated collection, irregular or non-subscription to library databases and inadequate computer systems in the computer centre. For example, out of the 20 sampled participants, 12 (60%) were aware of the existence of the computer centre, but eight (40%) of them did not have sufficient knowledge about the computer centre. Concerning Library as Place, 14 (70%) participants responded positively, while six (30%) expressed dissatisfaction with the unfriendly library environment, inadequate study space and intermittent noise in the library. Research delimitations There are various special branch libraries that are linked to the main South African Police Service National Library, but the focus of the study was only on the main library. Therefore, results for the study can be extended to other special libraries with caution. Practical implications Findings for this study would help in understanding gaps in terms of the three LibQUAL dimensions that were assessed. Additionally, findings of the study would help library management to understand users’ information needs and thus respond accordingly. Social implications Future studies of the special libraries, particularly SAPS libraries across the country, should focus on the development of policy frameworks that cater for the information needs of their users. Originality/value The review of available literature points to limited research on library user satisfaction in special libraries, such as the Aloe Park SAPS National Library. As such, the findings of this study provide valuable insight into potential service gaps across the three LibQUAL dimensions assessed. These research findings can assist library management in understanding users’ information needs and tailoring resources and services accordingly. It is recommended that future studies of the special libraries, particularly SAPS libraries across the country, should focus on the development of policy frameworks that cater for the information needs of their users.