Impact of library service charter on quality delivery at the University of Nairobi, Kenya

Abstract

The public university library service sector has been experiencing increased demand for standardised information services and readjustment of roles. The aim of this study was to investigate the impact of library service charter on quality delivery at the University of Nairobi, and propose measures to improve the practice. Objectives of the study were to: determine the extent to which the library has aligned services with parameters of quality service delivery in the library service charter; interpret library staff awareness, perception and responsiveness to principle of quality service delivery in the library service charter; assess the realisation of the matrices of the library service charter for quality improvements; elicit the challenges experienced by the library in realising the commitments of the service delivery charter; and propose measures to be undertaken to ensure successful realisation of the library service charter. A single case study in a mixed research approach was used. Purposive and convenience sampling was used in selecting University of Nairobi Library Systems whereas census sampling was used in incorporating the entire 156 staff members of the university library staff. Interviews and questionnaires were deployed in collecting data. Qualitative data was analysed using thematic analysis and presented in direct quotations and narratives while descriptive analysis for frequencies and percentages was used in the analysis of quantitative data and the findings presented in tables and charts. The findings show that: the Library charter influenced service delivery, enhanced library facilities and environment as well as promotes collaboration and partnerships for resource sharing; the library staff awareness, perception and responsiveness to principle of quality information service delivery had positively changed; client attitudes towards the library staff had changed due to the level of work professionalism, ethics capacity building scheme, staff development programmes and standards requirement of the service charter; and management tools were important in adoption, interpretation, implementation and realization of the library service charter in addition to improved communication and timely consultations among the stakeholders. On the downside, set target performance in the charter were inhibited by a myriad of human resources factors such as lack of staff motivation, increased workload, lack of comprehension, as well as institutional weakness such as inadequate facilitation and resources. The study concludes that there is need to take stock of the service charter implementation programme in order to establish the strengths, weakness, opportunities and threats to the process of implementation and map the best way forward. Consequently, the study proposes the following strategies to enhance successful actualization of the library service charter: introduction of information fluency programmes, development of working objectives for the various tools of management, encouragement of teamwork, remuneration and equity in rewarding employees and elaborate.