The effect of Library staff attitude to work on the use of Information Services in Public University Libraries in Kenya

Abstract

Libraries have existed for centuries as a place where people assemble to gain knowledge, do research and read for leisure. Although there are different kinds of libraries, they all aim to deliver relevant information services to the general population, hence the need to invest in human resource to undertake the activities of library services to the clients. Given that human resource is prone to challenges and people tend to behave positively or negatively depending on the activities they engage in, working environment and other incentives given to them, it is important to evaluate the degree to which they respond to such activities. The aim of this study was to investigate the effect of library staff attitude to work on the use of information services in public university libraries in Kenya with a view to establishing the extent to which it impacts on service delivery. Specifically the study endeavored to: examine the effects of library staff attitude in relation to the utilization of information services by students in public university libraries in Kenya; assess internal and external factors which influence library staff attitude and job performance in public university libraries in Kenya; establish existing human resource development policies and their effect on library staff in public university libraries in Kenya; highlight the extent to which library working environment influences library staff performance in public university libraries in Kenya. The study was informed by motivation theory, which included; Maslow‟s need hierarchy theory; scientific management theory and Vrooms expectancy theory. The study used concurrent triangulation approach within mixed method research design. Three public university libraries were purposively selected to participate in the study. The study population comprised of 25,246 students, university administrators and library staff. Purposive sampling was used to establish sample size for the study. The sample size was 2125 which included 2089 undergraduate and postgraduate students, 3 university librarians, 3 university administrators, 12senior librarians and 18 library assistants. The content validity was assured by expert judgment by lecturers of Moi University, School of Information Sciences, while the reliability was ensured by split-half method and coefficient of r = 0.93 was reported. The quantitative data was analyzed using descriptive statistics while the qualitative data was analyzed using thematic analysis. The findings would lead to a new paradigm shift by involving the students and library staff in ensuring that information needs of the students are met and the library staff are motivated by university management positively to provide quality library service. The study findings were that the library users need information continuously regardless of its availability; the library clients require library staff with the right attitude to provide information services without any discrimination; information services for class work were limited against a steady growing student population and shrinking budget; the library staff welfare was inadequate and does not advocate for better working conditions in the library and therefore majority of the staff were demotivated and there is lack of structured promotion criteria for library staff from training and those with vast experience in the profession. Based on these findings, the study recommends an employee attitude management model to provide practical means by which library staff can be effective in their work. It is expected that this study will offer insight into attitude management practices in public university libraries in Kenya.