Determining Users' Perceptions of Librarians' Quality Service at the Moi University and United States International University Libraries

Abstract

The need to provide quality service to users who come to the library and to make concerted professional effort to connect individually with library users is at the heart of the work of an academic librarian. The study aimed to determine the users' perceptions of librarians' quality service at the Moi University United States International University libraries, Kenya. The study applied correlation research design and had a target population of fifty-seven thousand three hundred and fifty-three (57,353) respondents from the selected academic libraries. The sample size of the study was 92 calculated using Efron and Tibshirani resampling method. Among the key findings, were that the study established that a good number of the library users in the respective universities understand the term quality service as the processes involved in service delivery. Therefore, the study concluded that librarians' quality service delivery is very critical in academic libraries. On this basis the study recommended that to improve librarians' quality service at the universities, the top management need to have them attend brainstorming sessions, staff meetings and introduce reward systems, promotions and feedback channels then use the feedback for effective service delivery. The study recommended further study on the challenges on acquiring quality service in libraries.