Information Governance: A Case Study on User-Centric Evaluation of Library Services, Resource Access, and Staff Performance at JRD Tata Memorial Library of Indian Institute of Science, Bengaluru

LIBRARY HERALD

Year : 2026, Volume : 64, Issue :2

First page :(259)Last page :(271)

Print ISSN : 0024-2292. Online ISSN : 0976-2469.

Article DOI : 10.5958/0976-2469.2026.00022.9

Information Governance: A Case Study on User-Centric Evaluation of Library Services, Resource Access, and Staff Performance at JRD Tata Memorial Library of Indian Institute of Science, Bengaluru

Nandeesha L1, Keshava2

1 Research Scholar, Department of Library and Information Science, Tumkur University, India

2 Senior Professor, Department of Library and Information Science, Tumkur University, India

Abstract

This study pursues to contribute to evidence-based improvements in the field of Library Services and Resources, making certain that the library continues to lend support towards academic excellence and innovation effectively. This study further assesses the satisfaction level of the user satisfaction with library services, resources and the user perception of staff at the Indian Institute of Science (IISc) Library. One of the most prominent and internationally renowned premier academic research library in India, the Indian Institute of Science (IISc), Bangalore, is a publicly funded institute for higher education and research in science, engineering, design, and management. The Library located in IISc is a significant resource for one of India’s leading research institutions. As libraries transform into digital knowledge hubs, evaluating the experience of the user becomes more crucial for optimising resource accessibility, service efficiency, and overall usability. Through the use of a quantitative survey-based approach, this research gauges the satisfaction levels amongst the students, researchers, and the faculty considering quintessential aspects, such as availability and accessibility of physical and digital resources, effectiveness of the library staff and providing hand-holding support services and usability of digital tools and online platforms. Data was collected through well-structured questionnaires and analysed utilizing descriptive and inferential statistics (mean, mode scores, standard deviation) to recognize the tendencies and spheres requiring improvement. The perceptions gained could easily help the IISc Library and similar institution libraries to align their services with swiftly evolving requirements of the user in an increasingly digital academic surroundings.

Keywords

Information Governance; User satisfaction; academic libraries; library services; JRD Tata Memorial Library; Indian Institute of Science Bengaluru