Factors affecting the service delivery quality of library staff: perspective of a developing country

Abstract

This study examined the effect of human resources management and organisational factors on service delivery quality of staff of the University of Cape Coast Library. The target population comprised all the 248 staff who perform various duties in the library. Using the census method of sampling, all staff in the library were engaged in the study. Data were gathered through a self-administered survey questionnaire. The available data were analysed using both descriptive and inferential statistics. The regression technique was used to analyse the variations among the dependent and independent variables. The results indicated that while human resource management and organisational factors have significant positive correlation with the service delivery quality of staff, organisational factors had greater effect than human resource management factors. It was therefore, recommended that management of libraries should pay equal attention to both human resource management and organisational factors to improve the service delivery quality of their workforce.