Assessment of Customer Service Provision for Enhanced User Satisfaction in Academic Libraries: A Case Study of St Paul’s University Library, Kiambu County, Kenya

Abstract

Primarily, academic libraries and librarians’ objective is to satisfy library users. Customer satisfaction in business seeks to maintain and enhance the relationship between customers and organizations to win loyalty and ensure survival in the competitive world of information explosion. Customer satisfaction, therefore, implies customers’ perception that his or her expectations have been met or surpassed. The purpose of this study was to assess the customer service provision for enhanced user satisfaction in academic libraries with a focus on St Paul’s University Library. The objectives of the study were to establish the quality of information resources/services offered at the library; to determine the level of awareness and accessibility of the existing information resources; to establish strategies/methods used to ensure effective customer satisfaction; and to determine challenges encountered by library users while seeking information services at St. Paul’s university library. The study was both quantitative and qualitative in nature and descriptive survey method was used. The study was carried out at St Paul’s university library main campus, which is located in Kiambu County, along Limuru Road, about 32 Kms from the City of Nairobi. The target population included144 full time second, 159 third year full time students, 65 full time lecturers, 31library staff and the Chief University Librarian. The researcher used stratified random sampling to select the respondents and a sample size of 161 respondents was selected from the target population. Data was collected using different questionnaires administered to the students, lecturers and library staff while the interview schedule was used on the University librarian. Data was analyzed, interpreted and presented using descriptive statistics. The findings showed that the library is well equipped with quality information materials both in written and electronic formats and that generally, the services offered at the library were of good standards and library users were treated with respect and courtesy while seeking library services. The findings showed that it is important for librarians to increase communication between library users and library staff, conduct regular staff training on customer care to enhance customer service practices.  The findings further showed that a large number of the users visit the library to be able to access and retrieve information materials from online sources; library users get to know about new information materials acquired by the library through: library visits, current awareness service (CAS), Own initiative or visits and notice boards. In conclusion, this research will be used to improve services in the library and also better the library profession as well as contribute majorly to the body of knowledge in the area of library customer service provision and user satisfaction. This study recommended that there is need to transform, re-engineer and improve library services to conform to changing user’s academic needs in the University.