A Framework For Customer-Centric Service Provision In Academic Libraries: Case Of Tom Mboya University College, Homabay County Kenya

Abstract

Customer centric services are services provided to the customer according to the customer demands. Research has shown that service institutions are deterred from offering customer centric services due to issues relating to organizational culture, structure, processes, and financial metrics. The aim of this study was to design a framework for customer centric service provision in academic libraries. The study objectives were to assess how access of library resources affect customer centric service in the academic library, to establish how staff responsiveness affect customer centric service, to assess organizational support towards customer centric service, to establish users’ satisfaction levels with library services, and to eventually design a framework for customer centric service in academic libraries. The researcher used a mixed methods research approach and adopted a descriptive research design which involved data gathering, analysis and presentation undertaken at Tom Mboya University College. The study targeted a population of 120 respondents comprising of 116 post graduate students and 4 library staff. The researcher obtained a sample from the target population using the Krejcie- Morgan table. Quantitative data was electronically gathered by construction of open and closed ended questions on a Google form which was emailed to respondents who filled and submitted back while qualitative data was gathered through conducting interviews with Library staff regarding the library service. While Quantitative data was analyzed statistically by the Statistical Package for the Social Sciences - SPSS tool using the mean and standard deviation, qualitative data was thematically analyzed. To ensure validity and reliability of the research instruments, the researcher did a pilot study at the College of Education & External Studies (CEES) of the University of Nairobi. Findings showed that Library customers want an accessible, spacious, secure, conducive study environment, with a relevant library collection, an available service, unlimited information access, sufficient library equipment and supportive staff. Customer centered service is achieved through firm organizational leadership, systems and procedures, and sufficient budgetary allocations, sufficiency of information assets, preferred information formats, use of latest technology and current information resources.