| dc.description.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. |
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