Abstract:
Universities in Ghana are positioning themselves to expand their distance education. Quality
Library services that adequately meet the information needs of distance education students and
tutors is a critical component of ensuring quality distance education. This study investigated
academic library service quality and user satisfaction among distance education students and
tutors. Data was gathered using survey. A sample of 335 distance education students and tutors
was conveniently selected from IDL-KNUST, ICDE-UG, CODE-UCC and IEDE-UEW. The
findings from the study showed that the frequency of library use was high in ICDE-UG and
moderate in IDL-KNUST, CODE-UCC and IEDE-UEW. Borrowing books and reading personal
notes dominated reasons for visiting the library. In CODE-UCC, majority of the respondents
indicated visiting the library to read for pleasure. In terms of quality library services, respondents
from ICDE-UG rated their library resources and services highest, followed by IDL-KNUST,
CODE-UCC and IEDE-UEW. Respondents from ICDE-UG rated their library resources and
services highest on reliability, responsiveness, empathy, accessibility and tangibility. Respondents
from IEDE-UEW rated their institution highest on assurance of library services. Respondents from
ICDE-UG rated highest on all the indicators of user satisfaction, followed by IEDE-UEW, IDLKNUST
and CODE-UCC. Library resources and service delivery were found to be most
challenging in IDL-KNUST, followed by CODE-UCC and IEDE-UEW. ICDE-UG was rated least
in terms of challenges of library resources and service delivery. It is recommended that continuous
competency training, information literacy courses, expansion of electronic resources and offcampus
access, as well as adopting customer care model be instituted to improve library service
delivery for distance education students and tutors.
