Philippine E-Journals

THE JRU MAIN LIBRARY’S INFORMATION LITERACY PROGRAM AND ITS IMPACT ON CUSTOMER SATISFACTION

Rosela D. Del Mundo

 

Abstract:

This study examines the Information Literacy Program (ILP) of Jose Rizal University Main Library and its impact on Library Customer Satisfaction Survey (LibCSS) results. Because ILP has yet to be implemented in JRU’s Higher Education Libraries, and considering that improving its LibCSS scores is among the Main Library’s objectives, this paper argues that ILP implementation can help improve LibCSS results. Specifically, this study aims to answer the following questions: 1. How satisfied are 3rd year HRM students with the Main Library’s services? 2. Is there a significant improvement between LibCSS scores before and after ILP implementation? 3. Is there a significant difference between LibCSS scores of experimental and control groups before and after ILP implementation? The hypotheses of this study focus on the satisfaction levels of the students; namely, that LibCSS scores would improve, with a significant difference for the experimental group, and no significant difference for the control group. The findings of this study indicate that the 3rd year HRM students were moderately satisfied during the pre-test, while they were highly satisfied after the post-test. The data also reveal that LibCSS scores improved significantly in the experimental group, and no significant difference in the control group.