Customer Service Quality Perceptions in Academic Libraries in Kenya

Abstract

This study seeks to establish the level of service quality in Kenyan academic libraries by analysing, evaluating, and assessing their service delivery. Both qualitative and quantitative research approaches were used. Ten institutions were selected from the list of accredited universities in Kenya and 100 respondents from the universities’ external customers were randomly selected, while among the librarians 80 respondents were purposively selected. Out of 1000 questionnaires sent to external library customers, 714 (71%) were returned, while 47 of the 80 librarians (58.7%) returned questionnaires. The study’s findings revealed that academic libraries in Kenya are faced with a myriad of challenges such as a growing user population, a limited range of information resources/services, poor infrastructure, inadequate staff working areas and tools, poor work environment, and lack of clear market orientation strategies. Nonetheless, the academic libraries benefit from well-trained information professionals, a large market for services, and customers’ goodwill, all of which need to be fully exploited. Also noted was that the academic libraries are poorly equipped to cater for people living with disabilities (PLWDs). The study proposes the following recommendations, among others: reskilling of the library staff, upgrading of the information resources and infrastructure, focus on customer satisfaction, and more focused market surveys.