EXPECTATIONS AND PERCEPTIONS OF LIBRARY USERS IN THE SERVICES OF THE MANILA CITY LIBRARY

*Karen Isabel A. Arroyo, Rhodora R. Julian, DPA

The main objective of this study was to understand the expectations and perspectives of library patrons, as well as to assess the services offered by the Manila City Library, with the aim of enhancing library usage and effectiveness. The researcher utilized a descriptive survey method, employing a questionnaire as the primary tool for data collection. A simple random sampling technique was used and three hundred forty-one (341) library users who utilized the library during the survey period from May 06, 2024 to May 17, 2024 were selected as the sample size based on the Cochran formula. The study’s findings show that there are gaps between library users’ expectations and perceptions in various areas, highlighting the need for improvement. While users are generally satisfied with the current library services, there is a clear indication that certain areas, such as information control and service reliability, require enhancements to meet their expectations. To address these gaps, it is necessary to upgrade the information resources, enhance staff training, and improve the library environment. These measures can greatly enhance user satisfaction and the quality of service offered.