Customer Care Services at Moi University Library, Kenya

Abstract

The study investigated the state of customer care services at Moi University (MU) Library in Kenya. Using a mixed method research approach, a sample of 672 respondents (students, academic staff, librarians) from three campuses of Moi University participated in the study. Document analysis was used to extract data from
relevant staff training manuals. The study established that the information needs of primary customers of the MU Library were not sufficiently being met. It was further revealed that even though the library staff was friendly and helpful, their attitude was below the expectations of customers. The findings also revealed that the
primary customers were aware of the existence of a customer care unit, which allows them to make suggestions for improvement of library products/services. This study concluded that the customer care unit of the MU Library has not sufficiently responded to its mandate and recommends that the MU Library management should develop a strategic approach to customer care so as to ensure efficiency and effectiveness.

Keywords: Quality Library Services; Customer Care Services; University Libraries.