The Impact of Providing Information Resources on End-Users’ Satisfaction Case Study: the Library of Arab International University in Syria

Purpose- The purpose of this project is to measure end-users’ satisfaction with information resources (IRs) provided in the Arab International University Library (AIUL) in Syria. It attempts to investigate to what extent the provision of IRs can affect the end-user satisfaction.

Design/methodology/approach- This study was conducted using a printed questionnaire for undergraduate students, and a Smart-Survey for academic staff.

Findings- Results reflected that the end-users were satisfied with the IRs provided. Furthermore, the results showed that providing sufficient quality and quantity of the IRs increases the satisfactory level. In addition, a relationship between the end-users’ satisfaction and demographic variables is articulated.

Limitations- This study limited to one private academic library in Syria which is the AIUL. This paper concentrates on a part of results collected in terms of understanding end-users’ needs. The emphasis was made to assess the satisfaction of undergraduate students and academic staff, while other stakeholders (Librarians and Administrators) were excluded in this research.

Originality/value- The significance of this research is to shed light on the academic libraries of Syrian private universities which is recently founded. It is important to understand the end-users’ needs by assessing their satisfaction of the library performance, in addition to exploring the relationship between the satisfaction and the demographic variables.