Disabled users' satisfaction with library and information services at Aligarh Muslim University, Aligarh, India

Purpose This study was conducted to provide a detailed report concerning the impression of disabled users'vis-a-vissatisfaction with the library and information services provided at Aligarh Muslim University (AMU). Design/methodology/approach To conduct the research study, 214 disabled students, the librarian and the in charge of the Braille section were surveyed using a bilateral approach, which included a questionnaire and structured interview. The data, thus, collected were analysed using the SPSS (version 23) tool. Findings The research data revealed that the library under study was providing adequate information resources and services to their disabled users, exclusive of subtitles digital versatile disc (DVD) and videos for deaf students. It also came to light that there is a necessity of skilled staff, proficient in sign language, interpretation and Braille reading, which the library should look into the near future. The results also highlighted that most of the users were satisfied with the resources, while least were satisfied with the services and facilities provided by the library; suggestions were listed to maximize the satisfaction level amongst users. Research limitations/implications The present study is confined to AMU and the disabled students enrolled in various courses of study. A suitably designed survey can be applied to reveal similar trends in different institutions as well. Originality/value This study is useful for professionals pursuing an understanding of the library and information services for disabled persons. Furthermore, it is anticipated that the opinions recorded and the services highlighted will not only be useful for the particular organization but also serve the purpose for the governing bodies where the policies for these users are framed as a result of which institutions can develop effective services to access knowledge without any barrier.