Total Quality Management for User Satisfaction in Library Operations and Services With Reference to Usiu-africa Library

Abstract

In recent times, one of the most important organizational strategies for achieving competitive advantage has been pegged on improving quality. Quality improvement with which an organization can deliver its products and services is critical for competing in an expanding global market. Libraries which are service oriented institutions have not been left behind in this venture. This study therefore sought to look into the application of total quality management practices in library operations and services. The study was guided by objectives which include; identifying the level of satisfaction for library services and operations among library users at the USIU-A library, establishing the benefits of total quality management practices in library operations and services carried out at USIU-A, examining the barriers in the application of TQM practices in the USIU-A library operations and services and suggesting possible solutions for the improvement of TQM practices in the USIU-A library operations and services. The study was carried out at USIU-A library and information center. The study adopted a descriptive research design. The population constituted of 5523 respondents drawn from the university community including graduate, undergraduate students and staff. Using stratified sampling technique and Yamane‟s formula, a sample size of 373 respondents was selected. For the quantitative approach, the research tools employed for the study included the use of questionnaires while for the qualitative approach the research tool utilized was an interview schedule. To enhance reliability of the research instrument, a pilot study was carried out at the KCA University upon which some corrections were made on the research tools. The study found out that for TQM to be effective in the library, there are key essential things that have to be in place which include effective communication and good leadership. Good infrastructure and facilities are also essential for the successful implementation of TQM. At the same time, there also exists barriers that hinder the effective implementation of total quality management practices which include resistance to change and ineffective communication. The recommendations suggested for the successful implementation of TQM include the introduction of policies that provide guidelines as well as strategies that enhance effective communication to the clients which are all aimed at ensuring user satisfaction and maximum utilization of the library services. The research will be beneficial to the USIU-A library management team in identifying strategies suitable for implementation in the application of TQM in the library operations and services