As academic libraries continue to evolve as service organizations, they should focus on their users. This calls for a better understanding of the specific needs of library users in order to provide the appropriate type and level of service that meets those needs. The overriding goal will be user satisfaction. In this study, a survey was used to determine the levels of satisfaction of post-graduate education students with library services at the University of Transkei. A questionnaire was administered to 100 post-graduate education students registered in 1998 of which 57 responded. The most important finding that emerged from the analysis of the responses was that the majority of the respondents were in general satisfied with the library services offered at UNITRA. However, dissatisfaction was expressed by at least twenty percent of respondents with noise levels, opening hours, lack of photocopiers, the accuracy of the library catalogue, materials being in their correct place, inefficient staff and interloans. It was found that respondents were reluctant to commit themselves to expressing high levels of satisfaction or dissatisfaction. Suggestions made by respondents included computerization and the need for staff training. Recommendations based on the findings were then made followed by suggestions for further research.

Thesis (M.A.)-University of Natal, Pietermaritzburg, 1999.