Customer care practices at the University of Nairobi (UON), Jomo Kenyatta Memorial Library (JKML), Kenya
| Date | 11 March 2019 |
| Pages | 142-154 |
| Published date | 11 March 2019 |
| DOI | https://doi.org/10.1108/LM-05-2018-0038 |
| Author | Josephine Orayo,Jane Maina,Jotham Milimo Wasike,Felicitas Ciabere Ratanya |
| Subject Matter | Library & information science,Librarianship/library management,HR in libraries,Library strategy,Library promotion |
Customer care practices at the
University of Nairobi (UON),
Jomo Kenyatta Memorial Library
(JKML), Kenya
Josephine Orayo and Jane Maina
Kisii University, Kisii, Kenya
Jotham Milimo Wasike
Kirinyaga University, Kutus Kerugoya, Kenya, and
Felicitas Ciabere Ratanya
Egerton University, Njoro, Kenya
Abstract
Purpose –The purpose of this paper is to provide an analysis of the customer care practices at the
University of Nairobi, Jomo Kenyatta Memorial Library (JKML), Kenya.
Design/methodology/approach –A descriptive research design was used. Simple random sampling
technique was usedto derive at an appropriate samplefrom the target population. A structuredquestionnaire
and face-to-face interview was used to collect both quantitative and qualitative data. A total of 384
questionnaireswere distributed to studentsand library staff. Face-to-faceinterview was conductedamong five
section heads. Datawere analyzed using Microsoft Exceland presented in tabulated summariesand figures.
Findings –JKML had not only put in place customer care practices but had also provided reliable services
with notable professionalism among staff. Users were satisfied with the attention and information resources
provided. Challenges encountered related to inadequate ICT infrastructure, lack of a written policy, lack of
customer care skills among library staff and lack of managerial support. The study recommended inclusion of
customer care in the mainstream of the strategic plan of the university.
Research limitations/implications –The major implication for this study is that sustainable customer
care self-assessment needs to be explored in national and private libraries in Kenya.
Practical implications –This study provides a significant practical outlook on marketing-savvy
approaches toward customer care and efforts made toward the achievement of the goals of the university.
Originality/value –This study provides insights on good practices on customer care which can be emulated
by other academic libraries and adds value to the knowledge base.
Keywords Libraries, Customer satisfaction, Service provision, Customer care, Customer care strategies,
Customer needs
Paper type Research paper
Introduction
Good customer care leads to quality management and user satisfaction in organizations
which is a key focus for the twenty-first-century libraries. According to Atkinson and
Walton (2017) academic libraries need to prove to themselves and organisations that
they are providing quality services and meeting library user expectations. Libraries are
expected to redefine themselves and provide quality services that effectively meet and
address the needs of their users. This notwithstanding, provision of quality services can
entice customers in consistent visit to libraries, improve image of the institution
and library staff can increase productivity through focus on the customers’needs and
requirements. However, according to Breeding (2014), with the tremendous pace of
change, interesting opportunities may slip by unless libraries move more aggressively in
the development of new applications based on current technology advancements.
As observed by Ax-Fultz et al. (2016), for libraries to succeed in reaching out to their
customers, they should focus on well-designed strategies that provide services where needs
Library Management
Vol. 40 No. 3/4, 2019
pp. 142-154
© Emerald PublishingLimited
0143-5124
DOI 10.1108/LM-05-2018-0038
Received 8 May 2018
Revised 10 August 2018
Accepted 19 August 2018
The current issue and full text archive of this journal is available on Emerald Insight at:
www.emeraldinsight.com/0143-5124.htm
142
LM
40,3/4
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