Application of library service charter in quality service delivery in university libraries

Abstract

The Kenyan government has a mandatory requirement for all government ministries, departments and agencies to come up with among others, action control guidelines such as service charter, which serves as the strategic tool intended for improved efficiency, effectiveness, accountability and timely delivery of all aspects in the services offered. Introducing some of these approaches is a clear demonstration that the government is enhancing the quality of services, aiming at refocusing the mindset of the public service away from the culture of inward looking towards one of business focused on customer and results (Obong’o, 2009). The University of Nairobi Library falls under the public service sector. As the integral unit within the university it is expected to cascade services from the service charter, strategically plan, and entrench the related matrices in the locus of services offered through documented information guidelines and standards that informs the gamut of this research. Provision of quality services in library is recognized not only by the institution administrators but also by the librarians. Academic libraries are powerhouses of information and knowledge that support research, teaching, learning and community services of universities (Makori, 2015). According to Makori, these libraries administer and provide quality information services to students, staff, researchers and the general academic community so as to enhance higher customer satisfaction and better return on investment.