Customer Satisfaction On Library Servicecs

BAGUIO CENTRAL UNIVERSITY GRADUATE STUDIES PAGE
CUSTOMER SATISFACTION ON LIBRARY SERVICES

OF BAGUIO CENTRAL UNIVERSITY

______________

A Thesis Presented to
the Faculty of the Graduate School
Baguio Central University
Baguio City

______________

In Partial Fulfillment
of the Requirements for the Degree
Master of Arts in Administration and Supervision

_____________

by
Antoniette P. Abellada
November 2013

ii

APPROVAL SHEET

This thesis entitled, CUSTOMER SATISFACTION ON LIBRARY
SERVICES OF BAGUIO CENTRAL UNIVERSITY, prepared and submitted by
MS. ANTONIETTE P. ABELLADA, in partial fulfillment of the requirements for
the degree, MASTER OF ARTS IN ADMINISTRATION AND SUPERVISION
has been reviewed and examined and is hereby endorsed for acceptance and approval
for oral defense.

(SGD.) JUANITA B. MADARANG, Ed.D.
Adviser

PRE-ORAL EXAMINATION COMMITTEE

(SGD.) LEONIDA B. MITRA, Ed.D
Chairman

(SGD.) PEDRING C. CAGAS, Ed. (SGD.) GUILLERMINA O. PEA, Ed.D
Member Member

Noted by:

(SGD.) BERNADETTE C. PAL-EC, Ph.D.
Dean, Graduate School
Date: October 30, 2013

iii


PANEL OF EXAMINERS

Approved by the Committee on Oral Examination with a grade of
94.67% on OCTOBER 30, 2013.

(SGD.)LEONIDA B. MITRA, Ed.D
Chairman

(SGD.)PEDRING C. CAGAS, Ed. (SGD.)GUILLERMINA O. PEA, Ed.D
Member Member

Accepted and approved in partial fulfillment of the requirements for the
degree, Master of Arts in Administration and Supervision.

Comprehensive Examination was taken with a grade of 93% on
NOVEMBER, 2012.
(SGD.) JUANITA B. MADARANG, Ed.D.
Adviser

Noted by:

(SGD.) BERNADETTE C. PAL-EC, Ph.D.
Dean, Graduate School
Date: October 30, 2013

iv


ABSTRACT

Name of Institution : BAGUIO CENTRAL UNIVERSITY
Address : # 18 Bonifacio Street, Baguio City
Title : CUSTOMER SATISFACTION ON LIBRARY
SERVICES OF BAGUIO CENTRAL
UNIVERSITY
Researcher : ANTONIETTE P. ABELLADA
Date Started : April 2013
Date Completed : October 2013

Customer satisfaction, from the service quality perspective, has emerged as a new
modus operandi for assessing customers perception and expectations of services in
order to re-orient and regulate existing services. The researcher, as a library staff,
realizing the necessity of complying with customer perception of high quality service
have decided to conduct this research study to determine the current level of
satisfaction of their customers. A descriptive-quantitative approach was utilized to as
the design of the study. There were 400 students and 100 academic staff who served
as respondents. It was conducted within the premises of Baguio Central University
being its locale. Permission to administer the questionnaire was sought from the
v

school administration. Afterwards, floating of questionnaires was done at the
convenience of the respondents. Findings revealed that the level of satisfaction of
library customers on materials provided in the library for use of student and academic
staff was only satisfactory. This is attributed to the lack of cultural periodicals,
journals on different subject areas and leisure reading books. It can also be credited to
the deficient collection of latest books and materials. Meanwhile, the very satisfactory
appraisal given by the library customers on the facilities and equipments used is linked
to the limited number of computer units and unavailability of processing room to
facilitate books and other materials. Lastly, the library customers perceived that the
services exhibited by the library staff are outstanding. This positive outcome is
attributed to the fulfillment of their roles as information providers and their
remarkable relations with library customers. From the foregoing conclusions, this
study recommends the following: (1) There should be a collection development
program (CDP) for a well balanced library collection; (2)More books and journals are
needed to better meet the course requirements of library customers; (3) Additional
computer units and improved internet services, including printing, equipment should
be provided for better library services; (4) There should be a section for leisure
reading books where library customers that can lighten up and aid in their literature
requirements; (5) Set-up more periodical racks and processing room to improve
accessibility of library materials; (6) Regular posting of new list of acquired materials
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specially on research studies; (7) Library staff should be given regular trainings on
customer service for them to be updated; and (8) Follow-up assessment of library
services in the same institution every three. Finally, this research is hoped to serve as a
keystone for other studies and to also stimulate the momentum of current research on
service quality or library satisfaction.

Keywords: Customer satisfaction, library services, materials, facilities, personnel,
undergraduates, academic staff

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ACKNOWLEDGEMENT
The researcher hereby acknowledges the contributions and assistance of the
following people with deep gratitude. They are as follows:
For most to the Almighty God, for his unending blessings to the researcher and
her family making it possible to finish this research work;
Margarita Cecilda B. Rillera, the President of Baguio Central University, for
all the opportunities and privileges she has given the researcher in order to finish the
study;
Dr. J uanita B. Madarang adviser of the researcher for her expertise in guiding
the researcher in the research process, and her valuable suggestions and comments
which led to the refinement of his study.
Dr. Bernadette C. Pal-ec, Dean of Graduate School Baguio Central University
for approving the request of the researcher to float her questionnaire among the
students of Baguio Central University.
To the panel members, Dr. Leonida B. Mitra, Dr. Pedring C. Cagas, and
Dr. Guillermina O. Pe a, for their comments and suggestions that lead to the
refinement of this study.
The librarians of Baguio Central University for the support to finish her
research.
To the respondents who have shared their time and effort in answering the
questionnaire.
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To Dr. Evangeline B. Fuentes, Ms. Mary Rose Bencila and Engr. Cresilda
Felix for their time and encouragement, for guiding the researcher in improving the
data gathering tool and for helping her with the statistical treatment data.
To Dr. Carlos P. Luma-ang, for aiding the researcher in the statistical analysis
of the data gathered in this study;
To her FAMILY, especially her parents Mr. Anthony T. Pacuyan Sr. and Mrs.
Patricia A. Pacuyan for the continues encouragement, moral and financial support.
To her husband ALEX and children CLIN J ONES, KURT and KENT who
give love and understanding, who serve as an inspiration to the researcher, and who
have given their full support.
To her brothers and sisters, especially Geraldine, Boy, and Cel-cel who
unselfishly supported her financially, emotionally, morally and spiritually.
To those whose names were not mentioned but had greatly helped the
researcher in one way or another to accomplish this endeavor. More power and God
speed.

DAKDAKE AY IYAMAN EN DAKAYO AMIN

A.P.A

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D E D I C A T I O N

To my loving husband and children
Alex
Clint J ones, Kurt and Kent
beloved Parents
Anthony T. Pacuyan Sr. and Patricia A. Pacuyan
brothers and sisters
Ariel, Genevieve-Hector, Geraldine, Boy J r., Cel-cel and Giovanni
Nieces and Nephew
Collen J ane, Hannah Marie, Ruby and Ton-ton
My father and mother in-law,
Auntie Dorina and Family
Who are all the sources of my strength and inspiration,
this piece of work is humble dedicated.

AN AN

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TABLE OF CONTENTS
Page No.
TITLE PAGE . . . . . . . . . . . . . . . . . . . . . . . . i
APPROVAL SHEET . . . . . . . . . . . . . . . . . . . . ii
PANEL OF EXAMINERS . . . . . . . . . . . . . . . . . iii
ABSTRACT . . . . . . . . . . . . . . . . . . . . . . . . . iv
ACKNOWLEDGMENT . . . . . . . . . . . . . . . . . . vii
DEDICATION . . . . . . . . . . . . . . . . . . . . . ix
TABLE OF CONTENTS . . . . . . . . . . . . . . . . . . x
LIST OF TABLES . . . . . . . . . . . . . . . . . . . . . xiii
LIST OF FIGURE . . . . . . . . . . . . . . . . . . . . xv

CHAPTER
1 THE PROBLEM
Background of the Study . . . . . . . . . . . . . . . 1
Theoretical Framework . . . . . . . . . . . . . . . 8
Paradigm of the Study . . . . . . . . . . . . . . . 10
Statement of the Problem and Hypothesis . . . . . . . 12
Scope and limitation of the Study . . . . . . . . . . . 13
Definition of Terms . . . . . . . . . . . . . . . 13
Importance of the Study . . . . . . . . . . . . . . . 15
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2 DESIGN AND METHODOLOGY
Research Design . . . . . . . . . . . . . . . . . . 17
Data Gathering Tool . . . . . . . . . . . . . . . . . . . . 18
Validity and Reliability of Research Instrument . . . . . . . . 18
Data Gathering Procedure . . . . . . . . . . . . . . . . . . . 19
Statistical Treatment of the Data . . . . . . . . . . . . . . 20
3 RESULTS AND DISCUSSIONS
Level of Satisfaction of Library Customers on the
Materials Provided in the Library for Use
of Students and Academic Staff .... 23
Library Facilities and Equipment Used ..... 38
Library Services Offered .... 49
4. CONCLUSIONS AND RECOMMENDATIONS
Conclusions . . . . . . . . . . . . . . . . . . . . 65
Recommendations . . . . . . . . . . . . . . . . . . . . . 65
REFERENCES . . . . . . . . . . . . . . . . . . . 67
APPENDICES
A. Letter of Request to Float Questionnaire . . . . . . . . 72
B. Letter of Permission to Float Questionnaire . . . . . . 73
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C. Cover letter of questionnaire . . . . . . . . . . . . . . 74
D. Questionnaire . . . . . . . . . . . . . . . 75
E. Reliability Computation . . . . . . . . . . . . . . . 77
F. Computation for table 1b . . . . . . . . . . . . . 79
G. Computation for table 2b . . . . . . . . . . . . . 81
H. Computation for table 3b . . . . . . . . . . . . . 83

CURRICULUM VITAE . . . . . . . . . . . . . . . . . . 85

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LIST OF TABLES

Table Page No.
A Distribution of respondents .... 18
1 Level of Satisfaction of Students on the Materials
Provided in the Library for Use of Students
and Academic Staff . 24
1a Level of Satisfaction of Academic Staff on
the Materials Provided in the Library for
Use of Students and Academic Staff ... 30
1b Summary and Comparison of the Respondents Perceptions
on Their Level of Satisfaction on the Materials
Provided in the Library ....... 35
2 Level of Satisfaction of Students on the
Library Facilities and Equipment Used ...... 39
2a Level of Satisfaction of Academic Staff on the
Library Facilities and Equipment Used ...... 43
on Their Level of Satisfaction on the
Library Facilities and Equipment Used .. 47
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3 Level of Satisfaction of Students on the
Library Services Offered ..... 50
3a Level of Satisfaction of Academic Staff on the
on Their Level of Satisfaction on the

xv


LIST OF FIGURE

Figure Page No.

1 Paradigm of the Study . . . . . . . . . . . . 15

Chapter 1
THE PROBLEM
Background of the study
Mahatma Ghandi once said, A customer is the most important visitor in our
premises; he is not dependent on us. We are dependent on him. He is not an
interruption to our work. He is the purpose of it. He is not an outsider in our business.
He is part of it. We are doing him a favor by serving him. He is doing us a favor by
giving us an opportunity to do so.
The university library has been described as the heart of the learning
community, providing a place for students and faculty to carry out their information
searching pursuits to advance their knowledge. The librarians and library support staff
provide numerous services to meet the diverse informational needs in terms of the
requirements and interests of the customers.
According to Filiz (2007), customer satisfaction is an important measure of
service quality in libraries. Customers perceptions about libraries seem to have been
largely ignored by library management in developing countries, as is evident from the
paucity of literature in the field. The assessment of service quality provides an
important feedback for libraries to assess and improve the service provided to its
customers. Furthermore, he says that the survival of a library very much depends on
the benefits it brings to customers. Its existence will be in question when customers
begin looking for alternatives to library services. One way to show value is by
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providing quality service. It is therefore important for the library to be aware of
changing customer expectations, and to continually strive to provide quality service to
its customers.
As cited by Cullen (2001), it was Altman and Hernon (1996) who introduced
the idea of customer satisfaction in libraries. According to them, service quality in
higher education libraries is usually associated with the question of customer
satisfaction, which in turn is based on customer perceptions of service quality. The
relationship between service quality and customer satisfaction is a complex one, in
which the service quality is defined as a component of customer satisfaction. Cullen
(2001) further cites Elliot (1995), who also makes use of this term and defines
customer satisfaction as the emotional reaction to a specific transaction or service
encounter. She points out that satisfaction may or may not be directly related to the
performance of the library on a specific occasion. Customers can receive an answer to
a query, but be dissatisfied because of an upsetting or angry service provider.
Conversely, even if the query might remain unanswered, another customer might feel
satisfied because the service provider was pleasant, and the helper was interested and
courteous.
Employing customer assessment of library services has been a widely accepted
concept since the last decade (Shi, Holahan & J urkat 2004). Although the quality
element has been firmly established in the academic library sector for at least two
decades, measuring customer satisfaction from the service quality perspective has not
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been comprehensively used in the university library sector. Customer satisfaction is
usually not a popular topic in the discipline of library and information sciences, and
there are not many research studies yet associated with the university library sector
that have been carried out to identify the predictors for satisfaction. Cullen (2001)
recounts that research studies analyzing customer satisfaction in relation to service
quality tended to suggest that very few libraries can understand the importance of
quality and satisfaction to retain their customers, in the context of the competitive
global digital environment.
Increasingly, Academic Library users have varying needs and expectations.
User satisfaction generally evaluates the sources and services of the library as a whole.
It helps to clarify the librarians concept of the service as well as the assumption
about the user needs. One of the elements of quality service is when users personal
needs and expectations are incorporated into the development of programs and
services of libraries (Millson-Martula & Menon,1995). Effectiveness must be
measured in terms of how well a service satisfies the demand placed upon it by the
users (Lancaster, 1993).
The library as organization was no different from the other organizations,
moreover in its engagement with change. For example, quality of an academic library
was first measured in terms of its collection- an assessment of what is had rather than
what it did. But as centuries passed, library quality was no longer equated with quantity
of collection alone, or how big the library was; instead, it was more on what the library
4

can do for the development of its customers and how far it went in reaching out to them,
today, service quality in academic libraries applies to three general areas, each of which
consists of assorted variables. They are: Resources or contained information in the
library; Organization that speaks of how systematically arranged are the resources,
including how conducive the service environment is and how fast and accurate is
resource delivery; and Service, delivered by the personnel that is evident on how well a
staff relates to the customer by what of reference interview and assistance given. The
following discussion illustrate this development.
In Portugal, the Portuguese Association for Information Management had
developed a conceptual and methodological line of investigation which started in 2005
and ended in 2007 for formulating hypotheses and theories on customers needs through
a different outlook about strategic dimensions of users roles, perceptions and satisfaction
in governmental libraries, which meant that they were on the move to implement quality
service in order to achieve customer satisfaction (Ochoa and Pinto, 2006). Also in Ghana,
over the years, libraries had been performing the traditional role of identifying, accessing,
storing and disseminating information to a relatively small number of users. In recent
years, things gradually changed. In all types of libraries, the numbers of users increased
and are now demanding quality service for customer satisfaction.
In the Philippines, majority of the Philippine libraries are not yet fully
transformed into quality service providers. A few conducted relating to academic
libraries were not really into service quality and customer satisfaction. Hence, their most
5

cited recommendation was that academic libraries need to improve to be at par with the
changes and developments happening around. A few studies conducted in Metro Manila
in academic libraries which were associated to service quality and customer satisfaction
included the research work of Calabon (2000). Her study showed that the following
needs improvement and attention from the library managers: library facilities and
equipment, manners by which complaints are handled, manner by which questions are
answered, and participation of clients in library decision making. Survey also showed
libraries were good on the lowing: courtesy or personal attention of the staff , on
scheduled library hours, location and atmosphere of libraries, and the professionalism
and assistance received from the staff.
There were also a few studies conducted in Baguio City. To find out the extent on
which the library meets research and study needs as Saint Louis University, Macabiog
(1989) conducted a study with both students and faculty members as respondents. Out of
the 2000 students, 821 answered most of the time, 719 answered some of the time, 218
answered all the time, 215 answered very seldom, 30 even answered not at all. For the
faculty members, out of the 350, 166 answered most of the times, 84 answered some of
the time, 52 answered all the times, and 48 answered very seldom. Regarding the
availability of references needed, Macabiog in the similar study reported that out of the
2000 student respondents, 792 answered often, 544 moderately often, and 375 answered
rare whereas out of the 350 faculty members, 124 answered often, 110 moderately often,
48 rare and a close 45 very often. These results show that faculty members respond more
6

favorable than the students. Macabiog accounts this to the fact that faculty member have
more privileges than students. For instance, faculty members are allowed to borrow
references at the beginning of the term while students borrow only at 4:00 pm and to be
returned at 9:30 am.
Another study was conducted by Mendoza (1989) on the practices and problems
of Saint Louis University students on the use of the library. From the results of the study,
it was found out that students have difficulty using general references like dictionary.
They claim that it is difficult to understand dictionary abbreviations and to choose the
appropriate meaning they need from the dictionary. Another problem was students are
not aware that consulting the index volume of the encyclopedias is the best way to
accurate and speedy findings of material and subject matter in ach set of encyclopedia.
In addition, the investigation of Macabiog also revealed the results of the
evaluation of the library staff on some personality characteristics namely,
accommodating, approachable, courteous, friendly, helpful, resourceful. Results showed
that the greatest number of students respondents answered some of the time, compared
to most faculty respondents who answered most of the time. She explained that this
implies that library staff serves faculty members better than students because of their
status and reiterated that faculty members are more vocal in their needs than students.
Furthermore, these students are given more restrictions than faculty.
The Baguio Central University maintains its library units into three campuses.
The main unit is at the Bonifacio campus. The first Baguio Central University was the
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Fernandez Hall, organized and established by the late Godofredo H. Fernandez in
1973. He is the dynamic member of the Asia Foundation Association and the rotary
Club Association of the Philippines.
The library has been in continuous service at the main campus. In 2002,
through the ever energetic and dedicated President Margarita J . Fernandez who
pursued the building of new library annex located at the Magsaysay campus. It was
followed by another library at P. Burgos campus in 2002 which was eventually
inaugurated. The University Library takes pride as it contributes to the fulfillment of
the Universitys mission in its commitment to serve others in the third millennium.
With mounting customer expectations, explosions in technologies and content,
and rising costs and declining budgets, assessment activities deem very important. The
researcher decided to conduct this study that examines customer satisfaction with the
library's resources, facilities and services in order to assure that customers' changing
needs are continually being met.
Service quality and customer satisfaction in academic libraries are still new
attention of study in the Philippines academic library, unlike in first world countries
that several works had already been published and still a lot of researches are being
conducted to continuously so as to have solid grounds for the improvement of their
library services and programs. It is also proven that continuous education of each
service or program will yield to a better and more meaningful service and eventually a
quality library that is used by more satisfied customers today.
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Libraries today have many competitors (such as the internet and World Wide
Web), in providing information to customers. Likewise, customers today are more
impatient, fast-paced, and more demanding. They want the information they need the
least possible time, and as nay individual expects in any service transaction, they want
quality and satisfaction.
The above facts and issues had inspired the researcher to conduct a study
regarding level of satisfaction of students and academic staff on the library services in
terms of materials, facilities and personnel.
The library is the hub of the academic life. In the words of Edmonson, The
modern school library is conceived as a genuine service unit. It supplies materials for
developing and expanding interest. Through its reference tools, indexes, bibliographies
and catalogues, the realm of knowledge may be explored. The library co-operated with
agencies of instruction in helping students learn to use books and libraries, to find
information, and to study. By its introduction to books, it suggests the life-time use of
reading to further any interest. (Rahman 2004).

Theoretical Framework
According to Schneider and White (2004), most researchers agree that the
primary model of customer satisfaction is the expectation-disconfirmation model. This
model generally explicate that customers purchase goods and services with pre-
purchase expectations regarding anticipated performance. In other words, customers
9

develop expectation of product or service performance prior to purchase. When the
product or service is bought and used, the expectations are compared with actual
performance using a better-than or worse-than expression. To simplify it further,
once the product or service has been purchased and used, outcomes are compared
against expectation. Expectation-disconfirmation model describes a three-step process,
as follows:
(i) Customers form expectations about a specific product or service.
(ii) They use that product or service to form perceptions about its performance.
(iii) They assess its perceived performance against their original expectation in
order to determine the degree of confirmation with their expectations.
When the outcome matches expectations, confirmation occurs.
Disconfirmation occurs when there are differences between expectations and
outcomes. Negative disconfirmation occurs when the product or service performance
is less than expected. Positive disconfirmation occurs when the product or service
performance is better than expected (J ohnson, Anderson & Fornell 1995). Satisfaction
is caused by confirmation or by positive disconfirmation of consumer expectations,
and dissatisfaction is caused by negative disconfirmation of consumer expectations.
In the expectancy disconfirmation theory, customers may use multiple types of
expectations in their satisfaction assessment processes (Brady, Cronin & Brand 2002).
These types are generally referred to as predictive expectations and normative
expectations. Predictive expectations are usually defined as customer beliefs about the
10

level of service that a specific service organization would be likely to offer. These are
frequently used as a standard of reference against which satisfaction judgments are
made (Wu, et al. 2006 ). Normative expectations are generally conceptualized as
customers ideas about the level of service that can also be referred to as desires.
The above theory serves as basis in the formulation of the data gathering tool
and in exploring the varied needs and in assessing the satisfaction of library users on
library services.

Operational Paradigm of the Study
The operational paradigm of the study shows the flow of the study and the
relationship of the variable which are the dependent and independent variables.
The independent variables include the library materials availed by the students
and academic staff, library facilities and equipments for use of students and academic
staff, and library services provided by the library staff.
The independent variables include the level of satisfaction of students and
academic staff on the library materials, library facilities and equipment and library
services provided.

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Independent Variables

Dependent Variables

1. Library materials availed by the
students and academic staff.

2. Library facilities and equipment
used by the students and
academic staff

3. Library services provided by the
library staff and personnel

1. Level of satisfaction of students
and academic staff on the library
materials provided.

and academic staff on the
library facilities and equipment
used.

and academic staff on the library
services offered by the library
staff and personnel.

Figure 1
Paradigm of the Study

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Statement of the Problem
This study aimed to determine the level of satisfaction of students and
academic staff on the library services in Baguio Central University.
Specifically, it sought to answer the following questions:
1. What is the level of satisfaction of students and academic staff on the
materials provided by the libraries?
2. What is the level of satisfaction of students and academic staff on the
facilities and equipment used in the libraries?
3. What is the level of satisfaction of students and academic staff on the library
services provided in the libraries?

Null Hypothesis
The following null hypotheses were tested in the study:
1. There is no significant difference on the perceptions of students and
academic staff on the materials provided in libraries?
academic staff on the facilities and equipment provided in the libraries?
academic staff on the services provided by the library staff of the libraries?

13

Scope and Limitation of the study
The study was conducted in the three libraries of Baguio Central University
namely; Baguio Central University main campus, Magsaysay campus, and P. Burgos
Campus during school year 2013-2014.
The respondents of the study were 400 students and 100 academic staff. The
study was delimited to determine the customer satisfaction of students and academic
staff on the library materials used, library facilities and equipment provided, and
library services offered by library staff.

Definition of Terms
For consistency for meaning and for the guidance of the readers, the following
terms are defined conceptually and operationally.
Academic staff. These refer to those who are involve in teaching and research
studies and are also part of the institution (Wikepedia, 2013).
Customer. This refers to a person who is the recipient of library services
(J ayasundara, 2009).
Customer satisfaction. It refers to the level of happiness a customer expresses
about the service expectation, or the difference between customer perception and
expectations of services (J ayasundara, 2009).
Graduate students. These refer to the students taking up masters and doctoral
degree (Wikepedia, 2013).
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J ournals. These are daily records of events, record of the transactions of a
society issued at regular intervals (Wikepedia, 2013).
Librarian. It refers to any person who is a bonafide holder of a certificate of
registration issued by the board of librarians (Baguio Central University Staff Manual,
2005)
Library. It is a place where the collection of books, references, newspapers,
magazine, journals, or any other research materials are kept. It is an organization
managed by a professionally trained librarian which collects, organizes, stores,
retrieves, and disseminates print and non-print materials, and provides physical,
bibliographical and intellectual access to such materials (Baguio Central University
Staff Manual, 2005).
Library services. This refers to varied functions of the university library which
are designed to help in the teaching learning process users (Baguio Central University
Staff Manual, 2005).
Periodicals. It refers to journals and magazines for general reading that
contains articles on various subjects by different authors at regular intervals
(Todyog 2007).
Reference. It refers to books, pamphlets and other sources of information that
are used for ready reference and informational searches within the library premises.
Examples are dictionaries, atlases, encyclopedias, handbooks, and manuals.
( Todyog, 2007)
15

Serials. It refers to any publication issued in successive parts. These includes
periodicals, newspapers, magazines, annuals, yearbooks, journals, memoirs,
proceedings, transactions, and numbered monographic series (Wikepedia, 2013).
Undergraduate students. In this study, they refer to those who are still in the
college level finishing their respective courses (Wikepedia, 2013).

Importance of the Study
This research study and its result is important in many ways to the following:
For the Customers. This study will be able to communicate their appraisal
with regards to the library services, materials, facilities and equipments rendered by
Baguio Central University as basis for improving customer services to the students.
For the Librarians. As most people say that knowledge is power, the result of
this study will augment their awareness of the quality of service that they are
exhibiting thereby be given the opportunity to make better.
For the Administration. The findings of this study will convey to specific
components that still needs improvement. Exceeding the expectations of customers
will definitely lead to better outcomes which in return will be beneficial to the
institution.
For Future researches. This research makes a contribution to the existing
sparse body of knowledge and to theory development and confirmation since there is
a dearth of research studies on customer satisfaction in relation to service quality in
16

the higher educational library sector in the Philippines. Of particular importance is the
need to increase understanding and knowledge relating to customer behaviors and
expectations in the library sector.
For the Researcher. Being a dedicated librarian for more than a decade in this
prestigious institution, this study will serve as her guide and inspiration to further
explore and advance the field of library science being a very relevant tool to the all
library users.

Chapter 2
DESIGN AND METHODOLOGY

This chapter includes discussion of the research design, locale and population,
data gathering procedure, data gathering tool and the statistical treatment used in the
study.

Research Design
The research design used by the researcher is the descriptive survey design
with the questionnaire as the main tool used in gathering the data. Informal interview,
observation, participation and library techniques were also used to supplement the data
gathered through the questionnaire. The design is descriptive because the study
described the present status of customer satisfaction of students and academic staff in
the three library campuses of Baguio Central University. The study specifically
described the prevailing condition of the customer satisfaction of students and
academic staff particularly on the library materials, facilities and equipment, library
services, encountered by the library staff in providing services to the students.

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Table A
Distribution of Respondents
N = 500

Groups of Respondents Total Population Respondents
Students 1170 400
Academic Staff 113 100
Total 1283 500

Data Gathering Tool
The researcher gathered data using a questionnaire. Enclosed with it is a letter
addressed to the respondents. It focused on the library services rendered by Baguio
Central University in terms of the following: materials facilities and equipment and
library services.
The constructed questionnaire was presented to the researchers adviser for
critiquing. Necessary correction was implemented as indicated and was refined after
which the data gathering instrument was finalized.

Validity and Reliability of the Research Instrument
The questionnaire was constructed based on the Baguio Central University
library manual (2000) as well as from related graduate studies by Dangawen (2000)
and Dagusen (2009). The questionnaire was presented to the researchers adviser who
reviewed and edited it. The questionnaire then was finalized for administration.
19

The reliability of the instrument in the study is established through a try- out of
the questionnaire with the use of Kuder-Richardson Coefficient Reliability instrument
in the computation of the reliability. The questionnaire was tried out to 20 students and
10 academic staff who were not included in the number of respondents selected. The
computations yielded a computed reliability of 0.957 interpreted as very highly
reliable (see appendix E).
The Kuder Richardson Coefficient Reliability instrument formula 20 is used as
presented below.

k-R = Ns - m (N-m)
s (N-1)

where:
N =number of items in the questionnaire
m =mean
s =variance

Data Gathering Procedure
First, permission to float questionnaire was secured from the Dean of graduate
school Baguio Central University. Permission was also secured from the President of
the University to float the questionnaire in the three campus of the University. During
the floating of the questionnaire, the researcher conducted interviews with
respondents. The floating and retrieval of the questionnaire were done personally by
researcher.

20

Statistical Treatment of the Data
Statistical Package for Social Science (SPSS) version 17 was used to compute
for average weighted mean to find out the level of satisfaction of the respondents.
The responses were treated in a 5-4-3-2-1 Likert scale with their respective statistical
limit and descriptive equivalents.

WM =
N

Where:
WM =Weighted mean

f =frequency
N =total number of Respondents
The obtained results were interpreted with the use of the following statistical
limits:

Numerical
Value

Statistical
Limits

Descriptive Equivalent (DE)

Symbol
5 4.21 5.00 Outstanding O
4 3.41 4.20 Very Satisfactory VS
3 2.61 3.40 Satisfactory S
2 1.81 2.60 Fair F
1 1.00 1.80 Unsatisfactory US
21

In conclusion, for the difference on level of satisfaction as perceived by the
students and academic staff, independent sample t-test was applied with the formula of

t = X1 X2
SDX

(SD ) (SD ) 1 + 1
SDX =
2 2 2

SD -

N

SDX2 = 2 - X2

N

df = ( + N2 ) - 2

Where:

= mean responses of the first group

X2 = mean responses of the second group

= summation of the processed responses of the first group
2 = summation of the processed responses of the second group
22

=summation f the squares of the processed responses
of the first group
2 =summation f the squares of the processed responses
of the second group
=number of items answered by the first group
N2 =number of items answered by the second group

Chapter 3
RESULTS AND DISCUSSIONS
This chapter presents the results of the study that answers the specific
problems of the study.

Level of Satisfaction of Students on Materials
Provided in the Library

Table 1 presents the level of satisfaction of students on the materials provided
by the library for use of students and academic staff.
The weighted average mean of the perception of students is 2.93 interpreted as
satisfactory. This means that generally, the students were satisfied with the available
materials used in the library.
As reflected in the weighted means, list of new references are posted in the
library bulletin board ranked first in the ranking of the items. It has a weighted mean
of 3.71 interpreted as very satisfactory. The students were very satisfied with the
publishing of new references on the library bulletin board so that they could avail of
them.
General references such as encyclopedias and dictionaries are available to
readers ranked 2 with a weighted mean of 3.43 described as very satisfactory.
Encyclopedias and dictionaries are indispensable materials in a library because these

24

Table 1
Level of Satisfaction of Students on the Materials
Provided in the Library for Use of
Students and Academic Staff
N=400

Materials
Provided
in the Library

O

VS

S

F

US

TWP

WM

DE

R
1. Books and other
materials are
organized to
facilitate users. 53 81
12
9 106 31 1219 3.05 S 6.5
2. Books and serial
collections are
up-to-date. 30 66 77 171 56 1043 2.61 S 8
3. List of new
references are
posted in the
library bulletin
board. 137 105 84 55 19 1486 3.71 VS 1
4. Completeness
of reading
materials. 30 45
11
6 147 62 1034 2.59 F 9.5
5. A card catalog
is prepared. 65 62
17
0 65 38 1251 3.13 S 4
6. Call numbers
are labelled on
the books for
easy location. 64 83
10
9 120 24 1221 3.11 S 5
7. Books and other
materials are
accessible and
available to
readers. 60 69
12
6 122 23 1243 3.05 S 6.5
8. J ournals in
different subject
areas are
available. 21 42 74 202 61 960 2.4 F 11
25


Legend:

Numerical Value Statistical Limits Descriptive Equivalent Symbol
5 4.21-5.00 Outstanding O
4 3.41-4.20 Very satisfactory VS
3 2.61-3.40 Satisfactory S
2 1.81-2.60 Fair F
1 1.00-1.80 Unsatisfactory US

9. General
references such as
encyclopedias,
dictionaries are
available to
readers. 96 89 120 83 12 1374 3.43 VS 2
10. Cultural
periodicals such
as News Week,
Time, Readers
Digest, etc.
covering variety
of topics are
available. 40 60 74 147 79 1035 2.59 F 9.5
11. Leisure reading
books such as
fiction, short
stories, novels,
bibliography, etc
are available. 31 49 50 154 116 925 2.31 F 12
12. Non-book
materials such as
globes, maps,
pictures, etc. are
available. 60 85 140 101 14 1276 3.19 S 3
AWM 2.93 S
26

are the ultimate references of every reader in reference to difficult terminologies.
Information could be assessed from different sources categorized as ready reference
sources, specific search sources, and research sources. Ready reference sources are
general reference which are consulted by users requiring only single and
uncomplicated facts and data. These source are broad in scope, not limited to any
single subject but useful for all, or at least in many subject areas. Sources of these type
include the encyclopedia, dictionary, almanac, indexes, yearbooks, and dictionaries.
Non-book materials such as globes, maps, and pictures ranked 3 with a
weighted mean of 3.19 described as satisfactory. These materials aids readers to have
a clearer understanding of textual references that utilizes technical terms and at the
same time shows a more profound illustrations and images for more superior
understanding.
Prepared card catalog and call numbers followed closely ranked as 4 and 5
respectively. The preceding item got a weighted mean of 3.13 while the subsequent
item is 3.11 both described as satisfactory. Card catalog and call numbers are basic
guide that facilitates easy location of needed books for all library users.
Books and other materials are available and accessible and available to readers
ranked 6.5 with a weighted mean of 3.05 or satisfactorily attained. Accessibility of
books and other materials permits readers to avail of needed information at their own
convenience leading to better search outcomes.
27

Books and other materials are organized to facilitate users and accessibility
and availability of materials were tied at ranked 6.5 with a weighted mean of 3.05
interpreted as satisfactory. Under the open access and intellectual property in the Code
of Ethics, librarians and other information workers interest is to provide the best
possible access for library users to information and ideas in any media or format. This
includes support for the principles of open access, open source, and open licenses to
promote convenience to library customers.
Books and serials collections are up-to-date ranked as 8 with a weighted mean
of 2.61 described as satisfactory. With the volume of information disposed in the
library, it is essential that the librarian should alert their users of the different
information in the library. One way of doing this is through the Current Awareness
Service (CAS). J ax and Haolson (1988) stressed that many disciplines in scientific
fields requires that the latest information be made available to researchers, faculty,
students, and other library users. They noted that too much is published and too little
time is available to review all current information.
Completeness of reading materials and availability or cultural periodicals such
as News Week, Time, and Readers Digest were also tied at ranked as 9.5 with a
weighted mean of 2.59 interpreted as fair. The completeness of materials in the library
is the heart of every library. By meeting this standard, students will be able to use
university to the fullest thereby increasing their attendance in the library instead of
using the world wide web. On the other hand, cultural periodicals are ideal reading
28

materials to enhance awareness of students on various norms, cultures and trends
relevant to their respective courses.
J ournals in different subject areas ranked as 11 with a weighted mean of 2.4 or
fair. Having variety of journals are significant in enriching the undergraduate students
consciousness on latest researches that are linked to their subject matter.
Finally, availability of leisure reading books such as fiction, short stories,
novels, and bibliography was ranked lastd with a weighted mean of 2.31. Libraries are
also required to posses books for leisure since these are also vital in developing the
other academic needs and areas of growth of the students.
The students were generally satisfied with the available materials they used in
the library. They were very satisfied with the posting of new references as well as the
on the availability of general references such as encyclopedias and dictionaries. They
were least satisfied with the completeness of materials, cultural periodicals, journals
and leisure reading books.
The findings imply that the students were only satisfied with the available
materials in the library. While there were materials, these are not complete, up-to-date
and does not have enough journals in different subject areas, cultural periodicals and
leisure reading books
One of the indispensable public services of the library is the reference service.
It is through this service that a user comes in contact with information from the
29

different references in the library. This is a specialized form of service since the
librarian personally assists the uses on his or her need.
Table 1a presents the level of satisfaction of academic staff on the materials
provided by the library for use of students and academic staff.
The weighted average mean of the perception of the academic staff is 3.41
interpreted as very satisfactory. This suggest that in the main, the academic staff are
very satisfied on the materials provided by the library.
As the shown in the weighted means, call numbers labeled on the books for
easy location ranked as first with a weighted mean of 3.96 or very satisfactory. It was
followed closely by a prepared card catalog also described as very satisfactory with a
weighted mean of 3.73 ranked as second. This two items are valuable systems that aid
readers to easily locate needed information or data that leads to a more efficient
search.
Non-book materials such as globes, maps, and pictures ranked 3 with a
weighted mean of 3.57 interpreted as very satisfactory. Fourth in rank is the
accessibility and availability of books and other materials with a weighted mean of
3.55 or very satisfactory. Academic staff are usually the one who utilizes non-book
materials to better understand their subject matter while accessibility and availability
of books and other materials augments their perception to their related topics.

30

Table 1a

Level of Satisfaction of Academic Staff on the Materials
Provided in the Library for Use of
Students and Academic Staff
N=100

Materials
Provided in the
Library

O

VS

S

F

US

TWP

WM

DE

R
1. Books and other
materials are
organized to
facilitate users. 12 25 47 15 1 332 3.32 S 8
2. Books and serial
collections
are up-to-date. 16 18 26 37 3 307 3.07 S 12
3. List of new
references are
posted in the
library bulletin
board. 11 9 64 15 1 314 3.14 S 11
4. Completeness
of reading
materials. 25 17 36 19 3 342 3.42 VS 6
5. A card catalog
is prepared. 18 42 35 5 0 373 3.73 VS 2
6. Call numbers
are labelled on
the
books for easy
location. 36 28 32 4 0 396 3.96 VS 1
7. Books and other
materials are
accessible and
available to
readers. 26 22 37 11 4 355 3.55 VS 4
8. J ournals in
different subject
areas are
available. 13 16 50 21 0 321 3.21 S 9
31


Legend:

2 1.81-2.60 Fair F

9. General
references such
as encyclopedias,
dictionaries are
available to
readers. 18 27 37 16 2 343 3.43 VS 5
10. Cultural
periodicals such
as News Week,
Time, Readers
Digest, etc.
covering variety
of topics are
available. 21 14 47 15 3 335 3.35 S 7
11. Leisure reading
books such as
fiction, short
stories, novels,
bibliography, etc
are available. 8 18 62 9 3 319 3.19 S 10
12. Non-book
materials such as
globes, maps,
pictures, etc. are
available. 16 31 48 4 1 357 3.57 VS 3
AWM 3.41 VS
32


Further, general references such as encyclopedias and dictionaries ranked 5
with a weighted mean of 3.43 interpreted as very satisfactory. Same description was
also given on the query on the completeness of reading materials which was ranked as
6 having a weighted mean of 3.43. Since, the academic staff are dominantly belong to
the teaching profession, completeness and availability of general references are very
essential to supplement their expertise as they fulfill their teaching roles.
Cultural periodicals such as News Week, Time, and Readers Digest ranked as
7 with a weighted mean of 3.35 expressed as satisfactory. Also, the items on books
and other materials are organized to facilitate users, journals in different subject areas,
and leisure reading books such as fiction, short stories, novels and bibliography were
also evaluated as satisfactory with the following respective means of 3.32, 3.21,and
3.19 and respective ranks of 8, 9, and 10. These materials provided by the library are
important references are rich sources of philosophies, studies and records that
supplements knowledge and familiarity of the academic staff pertinent to their fields.
In contrast, the last two items ranked as 11 and 12 were the queries on the list
of new references are posted in the library bulletin board and books and serial
collections are up-to-date which got a weighted mean of 3.14 and 3.07 both interpreted
as satisfactory. Posting of new references and up-to-date books are very necessary in
order to integrate new discoveries and findings to respective fields that helps the
33

academic staff to ensure that their students will be able to apply practically what they
have leaned in relation to the present setting.
The academic staff were generally very satisfied with the prepared card
catalog, call numbers labeled on the books for easy location, non-book materials,
availability and accessibility of books and other materials, and general references. On
the other hand, they were least satisfied with the books and serial collections being up-
to-date and list of new references posted in the library bulletin.
The findings entail that the academic staff were very satisfied with the
available materials in the library. While there were materials, these are not complete,
up-to-date and list of new materials are not posted in the bulletin board.
Article 1 of the Library Bill of Rights states that books and other library
resources should be provided for the interest, information, and enlightenment of all
people of the community the library serves. Materials should not be excluded because
of the origin background, or views of those contributing to their creation. Still, Article
2 says that libraries should provide materials and information presenting all points of
view on current and historical issues. Materials should not be prescribed or removed
because of partisan or doctrinal disapproval. When materials or resources are
challenged, the library may take one of the following actions: removal of a resource
because it is inappropriate, the addition of a resource to balance the collection by
providing alternative views, a combination of the above, or no action. Based on the
34

outcome exposed in this study, the librarians of Baguio Central University abide with
the Library Bill of Rights.
Parallel with the above result is the research by Chandrasekar & Murugathas
(2012). Employing a survey research method, they found out that 56% of their users
appraised hat their periodicals are helpful.
Table 1b discloses the summary and comparison of the perceptions of students
and academic staff on their level of satisfaction.
The summary on the perceptions shows that the students have a weighted
average mean of 2.93 with a descriptive equivalent of satisfactory. Conversely, the
academic staff gave a much higher evaluation given by their weighted mean of 3.41
interpreted as very satisfactory. The difference on the perceptions of the students and
academic staff can be attributed to the difference of their needs given by their status
or category. In their combined mean, the weighted average mean is 3.17 which is
described as satisfactory. This implies that the materials provided by the library still
needs improvement specially on the availability of cultural references, journals on
different subject areas and leisure reading books and also on the updatedness on serial
and book collections.
To ascertain the similarity of the perceptions, the t-test was used. The t-
computed value of 3.322 was taken. It is much higher that the table critical value of
1.717 as 5% level of significance for 22 degrees of freedom. Since the t-computed
value exceeds the t-critical value, there is a significant difference between the
35

Table 1b

Summary and Comparison of the Respondents Level of Satisfaction
on the Materials Provided in the Library
N = 400 Students
100 Academic Staff

A. Materials
Provided
in the Library

Students
Academic
Staff

Combined

R
WM DE WM DE WM DE
1. Books and other
materials are
organized to
facilitate users. 3.05 S 3.32 S 3.19 S 7
2. Books and serial
collections are up-
to-date. 2.61 S 3.07 S 2.84 S 10
3. List of new
references are
posted in the
library bulletin
board. 3.71 VS 3.14 S 3.43 VS 3
4. Completeness of
reading materials 2.59 F 3.42 VS 3.01 S 8
5. A card catalog is
prepared. 3.13 S 3.73 VS 3.43 VS 3
6. Call numbers are
labelled on the
books for easy
location. 3.05 S 3.96 VS 3.51 VS 1
7. Library books and
other materials are
accessible and
available to
readers. 3.11 S 3.55 VS 3.33 S 6
8. J ournals in
different subjects
areas are available. 2.4 F 3.21 S 2.81 S 11
36


t comp =3.322
t.05, 22 df =1.717
Result =Significant
Decision =Reject Null Hypothesis

9. General references
such as
encyclopaedias,
dictionaries are
available to
readers. 3.43 VS 3.43 VS 3.43 VS 3
10. Cultural
periodicals such as
News Week, Time,
Readers Digest,
etc. covering
variety of topics
are available. 2.59 F 3.35 S 2.97 S 9
11. Leisure reading
books such as
fiction, short
stories, novels,
bibliographies, etc.
are available. 2.31 F 3.19 S 2.75 S 12
12. Non-book
materials such as
globes, maps,
pictures, etc. are
available. 3.19 S 3.57 VS 3.38 S 5
AWM
2.93 S 3.41 VS 3.17 S
37

perceptions of the two groups of respondents. Thus, the null hypothesis is rejected.
The null hypothesis states: there is no significant difference on the level of
satisfaction on the materials provided by the library.
According to Oyelude (2004), a good research library, after proper evaluation
should have the following qualities in terms of resources: (1) relevant resources; (2)
ensure that adequate storage is provided for the collection; (3) provide access to the
collection through classification, cataloguing and other arrangement; (4) develop
strategies for access to grey literature and other formats of information that are
unpublished or in non-traditional formats; and (5) provide strategies for evaluation of
information and services at stated intervals.
Baldea (1985) also conducted a survey to find out the information needs and
patterns of information and library use by the college faculty and college senior
students of VISCA. The respondents of the study included all faculty members and 50
of the 31 college senior students. Findings of the study indicated that the type of
information needed by the respondents are background information for curricular
purposes or in relation with on-going or projected research projects which are the
primary activities of students and faculty. These respondents preferred to use the
abstracting services, periodicals, textbooks and bibliographies. Furthermore, the study

38

showed that the respondents are relatively satisfied with the resources of the VISCA
library, indicating that information sources are fairly adequate.

Level of Satisfaction of Students on Facilities
and Equipment Used

Table 2 presents the level of satisfaction of students on library facilities and
equipment used.
The weighted average mean of the perception of students is 3.17 interpreted as
satisfactory. This means that generally, the students were satisfied with the facilities
and equipment used.
As shown in the weighted mean, item number 1 on library providing standard
library furniture such as chairs, tables and shelves and cabinet was ranked 1 with a
weighted mean of 4.01or very satisfactory. It was followed closely by the queries on
cleanliness with a weighted mean of 3.94 also described as very satisfactory.
Furthermore, third and fourth in rank is on ventilation and lightning and adequate
space for readers which achieved the following weighted means of 3.25 and 3.16
perceived as satisfactory. As stated in the Standards for Academic Libraries ( 2000),
the library should be adequately lighted, properly ventilated, and acoustically suited
for quite reading.

39

Table 2
Level of Satisfaction of Students on the
Library Facilities and
Equipment Used
N=400

Equipment Used
O
(5)
VS
(4)
S
(3)
F
(2)
US
(1)
TWP WM DE R
1. Library provides
standard library
furniture such as
tables, chairs,
shelves and
cabinets.
142 162 64 25 7 1607 4.01 VS 1
2. A card catalog is
maintained. 55 102 110 109 24 1255 3.13 S 5
3. Periodical racks,
dictionary stands
and bulletin
boards are
sufficient.
32 84 184 94 6 1242 3.11 S 6
4. Library has
adequate space
for readers. 50 80 176 73 21 1265 3.16 S 4
5. A processing
room where
books and
periodicals is
provided.
18 36 68 196 82 912 2.28 F 8
6. Ventilation and
lightning. 60 66 194 77 3 1303 3.25 S 3
40


Legend:

2 1.81-2.60 Fair F

7. Cleanliness 154 108 104 28 6 1576 3.94 VS 2
8. Computer units
are adequate. 46 48 76 112 118 992 2.48 F 7
AWM 3.17 S
41

A card catalog cabinet maintained was ranked 5 with a weighted mean of
3.13 interpreted as satisfactory. It is established that card catalogue cabinet should not
be more than five feet high, chairs for seating capacity of not less than 5% of the
student population and existence of reading tables.
Positioned in rank 6 was item no. 3 on the sufficiency of periodical racks,
dictionary stands and bulletin boards interpreted as satisfactory. Periodical racks are
very useful to maintain periodicals and it also makes the newspapers easily noticed by
users.
Meanwhile, dictionary stands assists student to easily use dictionaries given its
high volume of pages. Bulletin boards, on the other hand, are used to post
announcements, trivias, newly acquired books, and other important reminders.
In rank 7 is the item on the adequacy of computer units perceived as fair with a
weighted mean of 2.48 . With the rapid increase of information and the advancement
of technology, special equipments such as computers, projector and the like are
required to enable users to use records and others.
Lastly, the query on processing room where books and periodicals was ranked
8 with a weighted mean of 2.28 or fair. The library should provide convenient access
to the equipment and services necessary to design, reproduce, and update textual
materials in a variety of formats. There should be sufficient space for the preparation
and storage of textual materials.
42

The above findings on the perceptions of students showed that the university
library do meet the standards to satisfy their library user in ensuring their comfort as
they make use of the facilities and equipments in the library.
In addition, it is highly desirable for university library to be attractive and
designed to provide safety and promote operational efficiencies and effectiveness of
use. If feasible, a college library should be in a separate building for the purpose of
exclusivity and other related libraries. The building should also be centrally located
within the campus (Standards for Academic Libraries, 2000).

Table 2a presents the level of satisfaction of academic staff on library facilities
and equipment used.
The weighted average mean of the perception of students is 3.72 described as
very satisfactory. This means that in general, the academic staff were very satisfied
with the facilities and equipment used.
As revealed in the weighted means, the questions on library providing standard
library furniture such as chairs, tables, shelves and cabinet and the item on ventilation
and lightning were both ranked as 1.5 with a weighted mean of 3.94 expressed as very
satisfactory. The items on cleanliness and periodical racks, dictionary stands and
bulletin boards followed closely with a respective means of 3.85 and 3.77 where they
were ranked as 3 and 4 also interpreted as very satisfactory. In terms of physical

43

Table 2a

Level of Satisfaction of Academic Staff on the
Library Facilities and Equipment Used
N=100

Equipment Used
O
(5)
VS
(4)
S
(3)
F
(2)
US
(1)
TWP WM DE R
1. Library
provides
standard library
furniture such as
tables, chairs,
shelves and
cabinets. 32 38 22 8 0 394 3.94 VS 1.5
2. A card catalog
is maintained. 24 32 37 7 0 373 3.73 VS 5
dictionary
stands and
bulletin boards
are sufficient. 25 37 28 10 0 377 3.77 VS 4
4. Library has
adequate space
for readers. 14 39 35 12 0 355 3.55 VS 7
5. A processing
room where
books and
periodicals is
provided. 8 33 50 9 0 340 3.4 S 8
44


Legend:

2 1.81-2.60 Fair F

6. Ventilation and
lightning. 28 43 24 5 0 394 3.94 VS 1.5
7. Cleanliness 29 37 24 10 0 385 3.85 VS 3
8. Computer units
are adequate. 21 32 33 14 0 360 3.6 VS 6
AWM 3.72 VS
45

facilities, it was affirmed in the Minimum Standard for Collegiate, High School, and
Elementary Programs (2001) that libraries should have adequate space and appropriate
facilities that are accessible, strategically planned and functionally designed in order to
satisfy the needs of all its users.
A card catalog is maintained landed as rank 5 with a weighted mean on 3.73 or
very satisfactory. A catalogue is divided into the following: (1) author, (2) title, and
(3) subject. The card catalogue consist of 3 by 5 inches card which filed alphabetically
in drawers (BCU Revised Library Staff Manual, 2005). Also, like the majority of
university libraries, Baguio Central University utilized the Dewey Decimal
Classification System of DDC to catalogue and classify materials, thus ensuring a
convenient arrangement of materials on the shelve.
In rank 6 is item number 8 on the adequacy of computers with a weighted
mean of 3.6 perceived as very satisfactory. Electronic media are becoming very
popular within university libraries and are currently sought by a large number of
customers (Damayanthi, 2006). The services provided vary from one library to
another, owing to a whole range of interests of the customer community. By providing
information service to customer in any form or media, a university library is able to
fulfil its aims and objectives in relation to the promotion of advance learning and
research in the country (J ayasundara, 2009).
Meanwhile, the item that got the lowest mean of 3.4 or satisfactory was on the
availability of a processing room where books and periodicals is provided. Processing
46

room is very significant in processing relevant or useful materials that need to be kept
for future use.
The results illustrated in the table demonstrate that the library caters to the
needs of the academic staff with regard to facilities and equipments used. Given this
positive findings, it show that the university library do adhere to the standards
demanded by the policies and regulations of a standard university library.
Table 2b presents the comparison on the level of satisfaction between students
and academic staff on the facilities and equipment used in the library.
The summary on the level of satisfaction of students and academic staff came
up with a weighted average mean of 3.45 described as very satisfactory. Further, 3.17
was the weighted mean given by the students interpreted as satisfactory. In contrast,
the academic staff depicted a very satisfactory appraisal given by its weighted mean of
3.72. This means that there is much difference between the level of satisfaction of the
students and academic staff. Availability of a processing room, additional computer
units, and more space for users got the lowest average weighted means of 2.84, 3.04,
and 3.35 with a descriptive equivalent of satisfactory.

47

Table 2b

Summary and Comparison of the Respondents Level of Satisfaction
on the Library Facilities and Equipment Used
N = 400 Students
= 100 Academic Staff

Equipment Used

Students
Academic
Staff

Combined

R
WM DE WM DE WM DE
1. Library provides
standard library
furniture such as
tables, chairs,
shelves and
cabinets. 4.01 VS 3.94 VS 3.97 VS 1
2. A card catalogue
cabinet is
maintained. 3.13 S 3.73 VS 3.43 VS 5
dictionary stands
and bulletin boards
are sufficient. 3.11 S 3.77 VS 3.44 VS 4
4. Library has
adequate space for
readers. 3.16 S 3.55 VS 3.35 S 6
5. A processing room
where books and
periodicals is
provided. 2.28 F 3.4 S 2.84 S 8
48


t comp =2.45
t.05, 14 df =1.761
Result =Significant

6. Ventilation and
lightning 3.25 S 3.94 VS 3.59 VS 3
7. Cleanliness 3.94 VS 3.85 VS 3.89 VS 2
8. Computer units
are adequate. 2.48 F 3.6 VS 3.04 S 7
AWM 3.17 S 3.72 VS 3.45 VS
49

The comparison of perceptions after subjecting the data to t-test for
independent variables yielded to a t-computed value of 2.45 which is higher than the
critical value of 1.761at 0.05 level of significance with 14 degrees of freedom, hence
there is a significant difference between the level of satisfaction of students and
academic staff. Therefore, the null hypothesis is rejected.
As declared in the Standards for Academic Libraries (2000), in order to
warrant the comfort of library users, the library should be aesthetically attractive and
properly maintained.
In relation to the above, Chandrasekar & Murugathas (2012) was also able to
assess the same parameters. From their study, it was observed that their library users
were generally very satisfied with their facilities. 56.7% claimed that they were very
satisfied with the reading tables and chairs; about 43% to 74% were satisfied to very
satisfied with the ventilation, lightning and quietness of the library. Also, their
participants specially the undergraduates appreciates these good qualities of the
library.

Level of Satisfaction of Students on
Library Services Offered
Table 3 presents the level of satisfaction of students on library services
rendered by the library staff.

50


Table 3

Level of Satisfaction of Students on the
Library Services Offered
N=400

Library Services

O
(5)
VS
(4)
S
(3)
F
(2)
US
(1)
TWP WM DE R
1. The library
employs
professional
librarians. 320 60 14 3 3 1891 4.73 O 1
2. Library staff
are sufficient in
number to meet
the needs of
the clients. 68 162 156 9 5 1479 3.69 VS 4
3. Student
assistants help
the readers in
locating library
materials. 34 170 172 11 13 1401 3.5 VS 6
4. Library staff
provides
answers to
inquiries
requiring
specific
information. 27 120 220 19 14 1327 3.31 S 7
5. Library
instructions are
provided by the
librarians. 30 189 165 7 9 1424 3.56 VS 5
51


Legend:

2 1.81-2.60 Fair F

6. Library staff are
approachable and
accommodating 80 260 42 10 8 1594 3.99 VS 2
helpful and
friendly. 92 216 61 21 10 1559 3.89 VS 3
AWM 3.81 VS
52

The weighted average mean of the students is 3.81perceived as very satisfactory. This
means that in the main, the students were very satisfied with the library services being
shown by the library staff.
It can be seen in the weighted means that item number 1 on library
employing professional librarians got the highest mean of 4.73 or outstanding which
was also ranked 1. To become a university librarian, one should be a graduate of
Bachelor of Library Science or Information Science, should have at least three years
of library work experience, licensed and shall work towards a masters degree
(Standards for Academic Libraries, 2000).
Library staff are approachable and accommodating and library staff are helpful
and approachable followed closely which were ranked as 2 and 3 with respective
means of 3.89 and 3.99 interpreted as very satisfactory. Article 2 entitles of the Code
of Ethics for Registered Librarians states the relationship of librarians with clients. It
affirmed that librarians should remain true to the people they serve. They must act
with dignity, fairness, justice, sincerity and genuine willingness in the discharge of
their duties. They should refrain from doing acts contrary to laws, morals, customs and
public interest. In addition, librarians should provide the highest level of service
through courteous, prompt, adequate, skilful, accurate and unbiased responses to all
requests for assistance. They should keep in confidence information that has been

53

obtained in the course of professional service except when disclosure to the
appropriate authority is clearly in the public interest. Finally, librarians should not
discriminate against any library user. They should always make known to the public
the resources and service of the library.
Rank 4 is on the sufficiency of library staff to meet the needs of the clients
with a weighted mean of 3.69 described as very satisfactory. The ratio of professional
librarian and other staff vary depending upon the range of operations and services
provided by the library and upon its total workload requirements: for the first 500
students, one full time professional librarian and one full time clerical staff and for
every additional 100 students, one additional full time professional librarian.
Library instructions are provided by the librarians and student assistants help
the readers in locating library materials were ranked 5 and 6 respectively with
weighted means of 3.56 and 3.5 still perceived as very satisfactory. Together with the
personality of the librarian are her professional attitudes. An indicator of the
librarians professional attitudes and services is competence. Andaleeb and Simmonds
(1988) focus competent service on the library staff being good and explaining how
materials are arranged, their knowledge, their ability to answer questions appropriately
and their ensuring that all questions are answered. Generally, users want the staff to be
knowledgeable and to be able to assist them in locating needed materials and
information quickly and efficiently. When users are sure that their librarian is
competent, there is a tendency that access to information is facilitated and easier.
54

Finally, library staff provides answers to inquiries requiring specific
information received the least weighted mean of 3.31 which was the only item was
perceived as satisfactory. Library staff are expected to answer questions or inquiries
accurately and completely as much as possible in order to help customers look for
their information easily which will lead to increased appraisal.
All in all, the remarkable assessment of the students on the services rendered
by the library shows that they are practice their profession to heart as indicated in
their code of ethics.
In relation to the findings of this study on professional skills, the code also
disseminates the succeeding regulations: (1) Librarians and other information workers
are strictly committed to neutrality and an unbiased stance regarding collection,
access and service. Neutrality results in the most balanced collection and the most
balanced access to information achievable; (2) Librarians and other information
workers define and publish their policies for selection, organization, preservation,
provision, and dissemination of information; (3) Librarians and other information
workers distinguish between their personal convictions and professional duties. They
do not advance private interests or personal beliefs at the expense of neutrality;
(4) Librarians and other information workers have the right to free speech in the
workplace provided it does not infringe the principle of neutrality towards users; (5)
Librarians and other information workers counter corruption directly affecting
librarianship, as in the sourcing and supply of library materials, appointments to
55

library posts and administration of library contracts and finances; (6) Librarians and
other information workers strive for excellence in the profession by maintaining and
enhancing their knowledge and skills. They aim at the highest standards of service
quality and thus promote the positive reputation of their profession.
In a research by Liu and Allmang (2008) on evaluating customer satisfaction, it
was noted that same conclusions were the derived. High satisfaction was measured for
library services, especially services involving face-to-face assistance with a
professional librarian. Also, akin with the investigation done Chandrasekar &
Murugathas (2012) in assessing the attitude of library staff members to help the library
users, about 80% to 88% of their respondents were satisfied to very satisfied. However
some of the users felt somewhat dissatisfied. So the investigation recommends that the
library should provide continuous training programs to its members of staff to
maintain a high level of user satisfaction.

Table 3a presents the level of satisfaction of academic staff on library services
rendered by the library staff.
The weighted average mean of the perception of academic staff is 4.95
described as outstanding. This means that in general, the academic staff viewed the
library services provided by the library staff are outstanding.

56

Table 3a

Level of Satisfaction of Academic Staff
on the Library Services offered
N=100

Library Services

O
(5)
VS
(4)
S
(3)
F
(2)
US
(1)
TWP WM DE R
1. The library
employs
professional
librarians. 99 1 0 0 0 499 4.99 O 1
sufficient in
number to meet
the needs of the
clients. 93 7 0 0 0 493 4.93 O 4.5
3. Student
assistants help
the readers in
locating library
materials. 92 8 0 0 0 492 4.92 O 6
4. Library staff
provides
answers to
inquiries
requiring
specific
information. 93 7 0 0 0 493 4.93 O 4.5
5. Library
instructions are
provided by the
librarians. 91 9 0 0 0 491 4.91 O 7
57


Legend:

2 1.81-2.60 Fair F

approachable and
accommodating 96 4 0 0 0 496 4.96 O 3
helpful and
friendly. 98 2 0 0 0 498 4.98 O 2
AWM 4.95 O
58

As revealed in the weighted means, the library employing professional
librarians got the highest mean of 4.99 or outstanding ranked as 1. This only shows
that being a university library maintains its standard by abiding to the standards
established for university libraries in the country.
The above item was immediately followed by the queries on library staff being
approachable and accommodating and library staff being helpful and approachable
ranked as 2 and 3 with respective means of 4.98 and 4.96 both were perceived as
outstanding. In explaining use satisfaction with academic libraries, Andaleeb and
Simmonds (1998) say that the general demeanor of library staff as perceived by the
user can have a significant impact on user satisfaction. According to them, the more
positive the demeanor of the library staff, the greater the level of user satisfaction. this
demeanor of the library staff, is depicted by staff sensitivity to user needs, willingness
to listen as they said, being polite, being courteous and being sympathetic and
reassuring.
Library staff are sufficient in number to meet the needs of the clients and
library staff provides answers to inquiries requiring specific questions were tied in
rank 4.5 interpreted as outstanding. Standards of Philippine Libraries (2007) provides
the provision that the size and qualifications of staff shall be determined by several
factors, including size and scope of collection, number of library hours, rate of
acquisition, rate or circulation, nature of processing and nature of service demand in
order to meet the academic needs of library users when it comes to service.
59

Student assistants help the readers in locating library materials and library
instructions are provided by the librarians have very adjacent weighted means of 4.92
and 4.91 still described as outstanding. In reference of the IFLA Code of Ethics for
Librarians and other Information Worker (2012), the code offered the beliefs that
librarianship is, in its very essence, an ethical activity embodying a value-rich
approach to professional work with information; the need to share ideas and
information has grown more important with the increasing complexity of society in
recent centuries and this provides a rationale for libraries and the practice of
librarianship; the role of information institutions and professionals, including libraries
and librarians, in modern society is to support the optimization of the recording and
representation of information and to provide access to it ; and information service in
the interest of social, cultural and economic well-being is at the heart of librarianship
and therefore librarians have social responsibility.
The findings imply that the library staff are very competent and provides more
than very satisfactory services as assessed by the academic staff.
The library and its services would be useless if the user does not know how to use
them. Through orientation and instruction, the user comes to know the library. Sharma
and Grover (1987) pointed that a user had to be introduces to the library, its functions,
services, rules and regulation, facilities, and others. They added that the librarian
should explain the function, services and facilities provided by the library, rules about
the conditions of loan, number of volumes that can be borrowed, overdue charges,
60

working hours, and should include the classified arrangement of books as well as the
use of catalogs. Basically, Devarajan (1995) said the objectives of educating users
about the library includes, 1) general information of initiation of the users to available
facilities and resources, 20 teaching basic research skills strategies, 3) instruction
regarding the organization of the literature and reference tools in various disciplines.

Table 3b presents the summary and comparison of the students and academic
staff on their level of satisfaction on the services rendered by the library staff.
In the summary of perceptions, the students had a weighted mean of 3.81
construed as very satisfactory. Meanwhile, the academic staff showed a weighted
mean of 4.95 described as outstanding. Their combined weighted mean resulted to
4.38 interpreted as outstanding. This means that both the respondents believe that the
library staff exhibits exemplary services as indicated by the respondents.
To ascertain the similarity of the perceptions, the t-test was used. The t-computed
value of 6.42 was taken. It is much higher that the table critical value of 1.782as 5%
level of significance for 12 degrees of freedom. Since the t-computed value exceeds
the t-critical value, there is a significant difference between the perceptions of the two
groups of respondents. Thus, the null hypothesis is rejected.

61

Table 3b

Summary and Comparison of Respondents Level of Satisfaction
on the Library Services Offered
N = 400 Students
= 100 Academic Staff

Library Services

Students
Academic
Staff

Combined

R
WM DE WM DE WM DE
1. The library
employs
professional
librarians. 4.73 O 4.99 O 4.86 O 1
2. Library staff
are sufficient in
number to meet
the needs of
the clients. 3.69 VS 4.93 O 4.31 O 4
3. Students
assistants help
the readers in
locating library
materials. 3.5 VS 4.92 O 3.43 VS 6
4. Library staff
provide
answers to
inquiries
requiring
specific
information. 3.31 S 4.93 O 4.12 VS 7
5. Library
instructions are
provided by the
librarians. 3.56 VS 4.91 O 4.23 O 5
62


t comp =6.42
t.05, 12 df =1.782
Result =Significant

approachable and
accommodating 3.99 VS 4.96 O 4.47 O 2
helpful and
friendly. 3.89 VS 4.98 O 4.43 O 3
AWM 3.81 VS 4.95 O 4.38 O
63

The null hypothesis states: there is no significant difference on the level of
satisfaction on the services provided by the library staff.
Eckwright (1994) stresses that the personality of the staff involved may play
the most important part in the success of the service. For instance, Katz (1992) alleges
that this personality is the major variable in any discussion of the reference interview
and the larger matter of communication and approachability. He relates this
approachability through the appearance of the librarian being willing to give
assistance. He further reiterates that this librarian must be sensitive to the needs of
others, open to relaxed and free discussion about a problem, and able to overcome
subtle conflicts between oneself and the person asking the questions. Through an
interview, the patron derives a better understanding of the information he needs and in
effect would have an idea on the information source he needs and in effect would have
an idea of the information source he really needs. Thus, Katz points out that someone
who is materially shy is not going to be the best reference librarian any more that a
person who is confident to the point of arrogance. He also explains that although there
is no defined standard profile for which to measure the average librarians degree of
personality and communication skills, common sense would dictate that the ideal is
somewhere between he stereotype and the twenty-first century information robot.
In the local setting, Depita (1985) conducted a study at the University of the
Philippines Diliman. This study focused on the perception of undergraduate and
graduate students of the University of the Philippines Diliman on job competence,
64

interpersonal relationships and physical attributes of the universitys academic library
staff. The findings of the study led to the following conclusions. Regarding the job
competence dimension, the five most desirable traits include ability to give correct
information, systematic, masipag, well-informed and skilled. The undesirable traits are
slow in giving service, tamad, disorganized, ignorant and unitellectual. On
interpersonal relationship dimension, desirable traits include approachable,
matulungin, mabait, respectful and fair. For the undesirable traits, these include
impatient, supladamasungit, cranky, di-matulungin and unsmiling or scowling.
Moreover, the respondents consider neatness, pleasant personality, health, poise and
beauty as the desirable traits of academic staff as opposed tot eh undesirable traits
such as unpleasant personality, untidy, unpoised, sickly and ugly. These respondents
too perceive job competence first and interpersonal relationship second as important to
library staff-students relationship.

Chapter 4
CONCLUSIONS AND RECOMMENDATIONS
Conclusions
Based on the results of the study, the following conclusions were drawn:
1. The satisfactory level of satisfaction of library customers on the
materials provided by the library is attributed to the lack of cultural periodicals,
journals on different subject areas and leisure reading books. It can also be credited to
the deficient collection of up-to-date books and materials.
2. The very satisfactory level of satisfaction of library customers on
facilities and equipment used is linked to the limited number of computer units and
unavailability of processing room to facilitate books and other materials.
3. The outstanding appraisal of library customers on the services exhibited
by the library staff is dependent on their commendable execution of roles as
information providers in the library and on their professional conduct.

Recommendations
In view of the conclusions of the study, the following recommendations
are made.
1. There should be a collection development program (CDP) for a well
balanced library collection.

66

2. More books and journals are needed to better meet the course
requirements of library customers.
3. Additional computer units and improved internet services, including
printing, equipment should be provided for better library services.
4. There should be a section for leisure reading books where library
customers that can lighten up and aid in their literature requirements.
5. Set-up more periodical racks and processing room to improve
accessibility of library materials.
6. Regular posting of new list of acquired materials specially on
research studies.
7. Library staff should be given regular trainings on customer service for
them to be updated.
8. Follow-up assessment of library services in the same institution every three
years to assess improvements in the satisfaction rating of customers and if there were
enhancements in the library services or programs.

67

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72

APPENDIX A

March 4, 2013
Sir/Maam,

The bearer, Ms. ANTONIETTE P. ABELLADA, aMASTER OF ARTS IN
ADMINISTRATION ANS SUPERVISION (MAAS) student of this university, is
presently conducting a study entitled CUSTOMER SATISFACTION OF
LIBRARY SERVICES IN BAGUIO CENTRAL UNIVERSITY.

Hoping for your kind consideration in allowing her to float her questionnaires.

Thank you and more power.

Very truly yours,
(SGD.)BERNADETTE C. PAL-EC, Ph.D.
DEAN, Graduate School

73

APPENDIX B

Mrs. Cecilda Margarita B. Rillera
President

Dear Maam,

The undersigned, a graduate student of Baguio Central University, Baguio City
is conducting a research study entitled CUSTOMER SATISFACTION ON THE
LIBRARY SERVICES OF BAGUIO CENTRAL UNIVERSITY.

May I kindly ask permission that I be allowed to conduct this study at Baguio
Central University in partial fulfillment of the requirements for the degree, Master of
Arts in Administration and Supervision.

Rest assured that confidentiality will be strictly observed.

Thank you for your attention to this request.

Very truly yours,

(SGD.)ANTONIETTE P. ABELLADA
Researcher

74

APPENDIX C

#18 Bonifacio Street
Baguio City

March 2013

Dear Respondent,
The researcher in conducting a research entitled, CUSTOMER
SATISFACTION OF LIBRARY SERVICES IN BAGUIO CENTRAL
UNIVERSITY. In this connection, she earnestly requests your cooperation in
answering the herein attached questionnaire. Rest assured that all data gathered
through the questionnaire will be treated in strict confidence.

Your cooperation and kind consideration of this request is highly appreciated.

Very truly yours,
(SGD.)ANTONIETTE P. ABELLADA
Researcher

75

APPENDIX D
QUESTIONNAIRE
PART 1. Personal Information

Direction: Please provide the needed information. Fill up those that are appropriate to
you as an undergraduate, postgraduate, and academic staff.. Also, kindly
rate
the services rendered by Baguio Central University in terms of personnel,
materials and facilities.

Name: ________________
Gender: ________________
Position: ________________
Department: ________________
Course enrolled in: ________________
Year level: ________________

Legend:
5 Outstanding O
4 Very Satisfactory VS
3 Satisfactory S
2 Fair F
1 Unsatisfactory US

A. MATERIALS

O
(5)
VS
(4)
S
(3)
F
(2)
US
(1)
1. Books and other materials are organized to
facilitate users.

2. Books and serial collections are up-to-date.
3. List of new references are posted in the library
bulletin board.

4. Completeness of reading materials.
5. A card catalog is prepared.
6. Call numbers are labelled on the books for easy
location.

7. Books and other materials are accessible and
available to readers.

8. J ournals in different subject areas are available.
76


9. General references such as encyclopedias,
dictionaries are available to readers.

Cultural periodicals such as News Week, Time,
Readers Digest, etc. covering variety of topics
are available.

10. Leisure reading books such as fiction, short
stories, novels, bibliography, etc are available.

11. Non-book materials such as globes, maps,
pictures, etc. are available.

B. FACILITIES AND EQUIPMENTS

O
(5)
VS
(4)
S
(3)
F
(2)
US
(1)
1. Library provides standard library furniture such
as tables, chairs, shelves and cabinets.

2. A card catalog is maintained.
3. Periodical racks, dictionary stands and bulletin
boards are sufficient.

4. Library has adequate space for readers.
5. A processing room where books and periodicals
is provided.

6. Ventilation and lightning.
7. Cleanliness
8. Computer units are adequate.
C. PERSONNEL

O
(5)
VS
(4)
S
(3)
F
(2)
US
(1)
1. The library employs professional librarians.
2. Library staff are sufficient in number to meet
the needs of the clients.

3. Student assistants help the readers in locating
library materials.

4. Library staff provides answers to inquiries
requiring specific information.

5. Library instructions are provided by the
librarians.

6. Library staff are approachable and
accommodating

7. Library staff are helpful and friendly.
77


APPENDIX E

Reliability Test

Kuder Richardson Coefficient using 30 Respondents

Respondents
(Library
Customers)

X

dx

d
1 100 14.334 205.4636
2 96 10.334 106.7916
3 94 8.334 69.45556
4 92 6.334 40.11956
5 92 6.334 40.11956
6 91 5.334 28.45156
7 92 6.334 40.11956
8 90 4.334 18.78356
9 90 4.334 18.78356
10 88 2.334 5.447556
11 88 2.334 5.447556
12 88 2.334 5.447556
13 86 0.334 0.111556
14 86 0.334 0.111556
15 82 -3.666 13.43956
16 83 -2.666 7.107556
17 84 -1.666 2.775556
18 87 1.334 1.779556
19 90 4.334 18.78356
20 84 -1.666 2.775556

78


21 85 -0.666 0.443556
22 85 -0.666 0.443556
23 89 3.334 11.11556
24 93 7.334 53.78756
25 94 8.334 69.45556
26 84 -1.666 2.775556
27 85 -0.666 0.443556
28 82 -3.666 13.43956
29 84 -1.666 2.775556
30 94 8.334 69.45556
X = 2570 d = 850
i = 2.31

Note:

X Total of values given by each respondent n each item
dx Mean of X
d Squared of the mean of X

Variance ( ) = / N-1 =850 / (30-1) =29.31

Kuder Richardson Coefficient = ( k / k-1) ( 1 [ i/] )
= ( 27/27-1) (1 [ 2.31/29.31)
= 0.957 ( VERY HIGH RELIABILITY )

79


APPENDIX F

t-test Computation for Table 1b
X X2 X X2
1 4.73 4.99 22.3729 24.9001
2 3.69 4.93 13.6161 24.3049
3 3.5 4.92 12.25 24.2064
4 3.31 4.93 10.9561 24.3049
5 3.56 4.91 12.6736 24.1081
6 3.99 4.96 15.9201 24.6016
7 3.89 4.98 15.1321 24.8004
8 4.73 4.99 22.3729 24.9001
9 3.69 4.93 13.6161 24.3049
10 3.5 4.92 12.25 24.2064
11 3.31 4.93 10.9561 24.3049
12 3.56 4.91 12.6736 24.1081
35.17 40.94 105.1035 140.4128
AWM 2.93 3.41

- = 105.1035 - (2.93) = 0.41

N 12

SDX2 = 2 - X2 = 140.4128 - (3.41) = 0.25

N 12

80


) 1 + 1 (12)(0.41) +(12)(0.25) 1 + 1
SDX = =
2 N2 12+12-2 12 12

=0.14

t = X1 X2 = 2.93 - 3.41 = 3.322
SDX 0.14

df = ( 12 + 12 ) - 2 =22

81


Appendix G
X X2 X X2
1 4.01 3.94 16.0801 15.5236
2 3.13 3.73 9.7969 13.9129
3 3.11 3.77 9.6721 14.2129
4 3.16 3.55 9.9856 12.6025
5 2.28 3.4 5.1984 11.56
6 3.25 3.94 10.5625 15.5236
7 3.94 3.85 15.5236 14.8225
8 2.48 3.6 6.1504 12.96
25.36 29.78 82.9696 111.118
AWM 3.17 3.7225

- = 82.9696 - (3.17) = 0.32

N 8

SDX2 = 2 - X2 = 111.118 - (3.72) = 0.03

N 8

82


) 1 + 1 (8)(0.32) +(8)(0.03) 1 + 1
SDX = =
2 N2 8+8-2 8 8

=0.22

t = X1 X2 = 3.17 - 3.72 = 2.45
SDX 0.22

df = ( 8 + 8 ) - 2 =14

83


Appendix H
X X2 X X2
1 4.73 4.99 22.3729 24.9001
2 3.69 4.93 13.6161 24.3049
3 3.5 4.92 12.25 24.2064
4 3.31 4.93 10.9561 24.3049
5 3.56 4.91 12.6736 24.1081
6 3.99 4.96 15.9201 24.6016
7 3.89 4.98 15.1321 24.8004
26.67 34.62 102.9209 171.2264
AWM 3.81 4.945714286

- = 102.9209 - (3.81) = 0.43

N 7

SDX2 = 2 - X2 = 171.2264 - (4.94) = 0.03

N 7

84


) 1 + 1 (12)(0.41) +(12)(0.25) 1 + 1
SDX = =
2 N2 7+7-2 7 7

=0.17

t = X1 X2 = 3.81 - 4.94 = 6.42
SDX 0.17

df = ( 7 + 7 ) - 2 =12

85

CURRICULUM VITAE
PERSONAL DATA:
Name: Antoniette P. Abellada
Age: 36 years old
Sex: Female
Date of Birth: J une 16, 1977
Place of Birth: Buguias, Benguet
Civil Status: Married
Spouse Name: Arcadio G. Abellada J r.
Childrens Name: Clint J ones, Kurt, Kent
Permanent Address: Km. 8 Sto. Tomas Road Tuba, Benguet
Nationality: Filipino
Religion: Roman Catholic
Parents: Anthony T. Pacuyan
Patricia A. Pacuyan
Province: Buguias, Benguet
Occupation: Librarian
Contact Number: (+63) 9186933410

EDUCATIONAL BACKGROUND:

Graduate School: Master of Arts in Administration and Supervision
2013

College: Bachelor of Science in Secondary Education
Major in Library Science
Baguio Cental University
March 2000

High School: San J ose High School
Poblacion La Trinidad, Benguet
March 1994

Elementary: Buguias Central Elementary School
Poblacion Buguias, Benguet
March 1984

86

EXAMINATION PASSED:

Licensure examination for Librarian given by the Professional
Regulatory Commission last November 2009.

Licensure examination for Teachers given by the Professional
Regulatory Commission last August 2000.

WORK EXPERIENCE:

Librarian
September 20, 2002 - Present

PROFESSIONAL AFFILIATION:

A. Philippine Librarians Association, Inc. (PLAI)
B. Baguio Benguet Librarians Association, Inc.

SEMINAR/CONFERENCE/WORKSHOP ATTENDED:

1. Optimizing Legal Resources Through Legal Researching
Saint Louis University Library, Charles Vath Building
Sponsored by Saint Louis University
March 21, 2011

2. Raising the Quality of Library Services Through Open Access,
And Open Source Software (OSS): Final Phase
Benguet State University
Sponsored by Baguio Benguet Librarians Association, Inc.
February 21-23, 2011

3. Seminar on Research Dissemination: Series 1
J anuary 8, 2011

4. New Developments in Reseacrh
February 24, 2009

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