Customer care practices at the University of Nairobi (UON), Jomo Kenyatta Memorial Library (JKML), 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 used to derive at an appropriate sample from the target population. A structured questionnaire and face-to-face interview was used to collect both quantitative and qualitative data. A total of 384 questionnaires were distributed to students and library staff. Face-to-face interview was conducted among five section heads. Data were analyzed using Microsoft Excel and presented in tabulated summaries and 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