Perception Among Undergraduate Students on Quality of Library Services in Academic Libraries: Case Study of South Eastern Kenya University (SEKU)

Abstract

This study discussed students’ perception and expectation levels on the service quality, satisfaction1 and frequency in utilization of library facilities in Universities in Kenya in view of South1 Eastern1 Kenya University1 (SEKU). The main1 objectives1 were: to find out students’ perception levels and expectations at SEKU library services; examine the levels of1 the1 quality of service delivery at the campus library; and to explore/determine whether there existed1 a relationship1 between the1 quality of1 service, library1 user satisfaction and frequency of use among students, and other users with the view of improving their effective management for quality service delivery. The study targeted 6125 respondents with a sample size of 362 respondents using a SERVQUAL model which consisted of 5 dimensions including, tangibles, service assurance, service reliability, empathy levels, and service responsiveness. This is because the researcher felt the SERVQUAL model could help SEKU know how to measure these constructs from the consumers’ perspective in order to better understand their needs and hence satisfy them. A standardized questionnaire was designed and distributed amongst students from first year to fourth year1 in the1 School of1 Education, Humanities1 and Social1 Sciences which1 formed the1 largest School1 in South1 Eastern Kenya1 University1 with1 a population1 of over1 4,5001 students during the 1 time the1 research was1 conducted and1 information1 gathered for analysis. Furthermore, a list of interview questions was developed to guide the researcher in collecting more data to supplement the questionnaire. Group discussion was integrated in the study as a research instrument to aid in collecting data to obtain different perspectives on the phenomenon under investigation besides helping clarify unclear questions because dialogue was used. Descriptive research design and a stratified random sampling approach were used in selecting the respondents. Data analysis and verification was done using qualitative and quantitative methods of analysis. The study gave recommendations to south Eastern Kenya University on ways on how to assist in bridging quality service gaps offered to students, and other users. The study also created awareness to policy makers and higher education practitioners on the perception of students on the quality, satisfaction and frequency of use of library services. SEKU1 library management1 should1 develop1 ways1 of1 reducing1 the 1turnaround1 time1 when1 providing1 user1 services in1 an1 effort1 to1 improve1 and 1provide1 faster1 and1 reliable1 services