Customer Retention Strategies for Information Services Delivery in University Libraries in North Western States of Nigeria

Abstract

Customer retention is critical to the long term survival and growth of any library and information centers. This paper discusses customer retention strategies for information service delivery in University Libraries in North Western States of Nigeria. Survey research method was used and questionnaire was the instrument for data collection. Library staff in the relevant divisions and units constitute the population of the study. The study identified among other things that the use of soft and low voice, friendliness to library users and regular outreach were the customer attraction strategies used by University libraries studied while provision of adequate reading facilities, friendliness and courtesy and beautification of environment were some of the customer retention strategies used by the
university libraries studied. Also, it was concluded that the low level of use of University libraries and the ever growing apathy among customers on the choice of Internet cafes over libraries would be gone if university libraries institute customer attraction and retention programmes. Therefore, the need for intensified efforts at attracting and retaining customers by university libraries via the provision of quality information resources and services, recruitment of qualified library staff, and regular needs assessment and communication have been recommended.