Service Delivery: The Perceptions of Users’ of Library Services in a Private University in Africa

Peter N Kiriri

13 citations0/0 files storedEuropean Journal of Multidisciplinary Studies

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Library Science and Information Literacy Library Science and Information Web and Library Services

Abstract

The success of a library in achieving its target in terms of vision and mission is closely linked to how its users perceive the services offered as well as their attitudes towards the same. The researcher investigates the impact the Library has on students learning through analyzing their perception and attitudes towards the services offered at the library as well as the availability of resources and the relationship of the library users with the library staff. The researcher obtained data from 254 library users, who were issued with a structured questionnaire. The findings of this study showed that postgraduate students used the library more often than their undergraduate counterparts. The study also showed that to a great extent, the library was viewed positively, and this directly affected how the library was used. Based on the findings, this paper recommended that employees undergo customer relation training to improve their relations with users, improve internet speed, and VPN connections, regularly update resources and enforce a noise control mechanism.

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1970Determining Sample Size for Research Activities 2004Research Methodology: Methods and Techniques 1999Handbook of qualitative research 1984A Service Quality Model and its Marketing Implications 1990Delivering quality service: balancing customer perceptions and expectations 1952Quality-Control Handbook.

Cited by

2022Staff Attitude and Service Delivery in University Libraries in Ogun State, Nigeria 2021Users' needs and expectations on information services provided in libraries: case of four public university libraries from the western region of Kenya 2023Influence of Librarians' Attitudes on Users' Patronage in Private University Libraries in Lagos State, Nigeria 2024Library Support: Implications on Student Well-being 2025User’s Satisfaction with School Library Services: A Case of Selected Government-Aided Secondary Schools in Uganda

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