Users’ Perception of Library Staff Performance at the Co-Operative University of Kenya

Abstract

Over the years university libraries in Kenya have come under heavy criticism over the delivery of information services. The challenges cited includes; inadequate financial resources, information resources and space, Shortage of professional staff, improper organizational placement, poor marketing, low level management skills among the information staff and low uptake of ICT in the provision and management of their services thus impacting negatively on the provision of quality services. No research has been undertaken at the Co-operative University of Kenya in relation to the users' perception on the performance of Library staff. In relation to the perception of the user and hence continue to offer services and the end; the library staff continue to operate without knowing how their clientele perceive their services to be. The purpose of this study was to investigate the extent to which the Co-operative University library meets the expectations of its clientele in terms of service delivery with a view to recommendations that enhance users' perception toward staff performance in delivery of information services. The objectives of the study were to: Examine the experiences' of the library clientele in relation to interaction and use of information services in the library, Evaluate the outcome of the customer care services offered by the information staff in the University library, Establish factors that influence staff performance in the University library, Find out the "challenges affecting delivery of information services in the University library and; Propose Recommendations to enhance delivery of information services in the Library. The significance of the study was to contribute to studies on Universities focusing on information on user's perception of the service provided; provide long lasting solution on which the perception of the users in the University Library can be enhanced positively so as to improve the quality of Services provided and form an empirical basis that will form and guide policy formulation related to University Libraries in Kenya be it private or public and positively influence policy formulation in the countries of the world especially in Africa where limited research has been done on users' perception. In carrying out the study the research design adopted a survey study which was cross sectional approach. This study used a mixed method approach as it entailed gathering both qualitative and quantitative data. The study population was 180 respondents for data collections. Probability sampling was used to identify user studies and respondents. Non-probability sampling was used to identify respondents from among information users in the category of library staff. Interviews and administration of questionnaires were used as method of data collection while an interview schedule was used as the outcomes of the study were exceptional levels for the different attributes studied and recommendations to improve on service delivery.