Experiences, purposes, satisfaction and missing library services as predictors of library information services provision: A case study

Abstract

This study examined the experiences, purposes, satisfaction and missing library services towards quality library information service provisions. The study adopted a quantitative approach and a case study research design. The study involved 80 respondents at the Mwalimu Nyerere Memorial Academy (MNMA) library. Data were collected through a questionnaire, and the descriptive analysis was performed with the aid of the SPSS version 20 computer program. Findings revealed that the majority, 61 (76.3%), had more than 1 year of experience. In comparison, 19 (23.8%) had less than 1 year of library services experience. Friendly infrastructures, looking for research support from librarians, reading books and looking for a quiet environment were the highly cited purposes of patrons visiting the library. The study further revealed that the majority, 87.5% of the respondents, are satisfied with the library services offered, while 12.5% are not satisfied. Regarding the missing services, the study revealed that Internet/Wi-Fi, Inadequate books and Computers are the critical services that need urgent improvement. Based on the study findings, the study recommends investment in the education and training of library staff members to enhance their capacities to welcome customers, conduct training sessions, and provide first-rate customer service.