Service Quality and User Satisfaction at Machakos University, Kitui Campus Library, Kenya
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Date
2022
Authors
Kinya, Constance
Muthee, Daniel
Journal Title
Journal ISSN
Volume Title
Publisher
IJCA
Abstract
The article examines the affiliation between service worth and client gratification in at
Machakos University, Kitui Campus library. The SERVQUAL instrument for measuring
service eminence, which is based on 22 questions and assesses a user's evaluation of service
quality, was utilized. The researcher utilized a cross-sectional design as an expressive research
design in order to offer an overall picture of how service quality affects customer satisfaction
in academic libraries. The study's target population was third and fourth-year academic
undergraduates who use and made use of the academic library during the time of research
data collection. A systematic random sampling method was used to select a sample size of 161
respondents. The primary data was collected using questionnaires that was distributed to the
two libraries. The information analysis was done by use of both descriptive and inferential
statistics. The study found out that that some library users frequented the library once every
week, while others frequented the library daily. They users added that they visited the library
because it had individualized attention by the librarians. It was noted that Personnel at the
library are well dressed and neat at all times. Another discovery made by the respondents is
that the library keeps accurate records e.g., circulation, accounts records and academic
reports etc. it was noted that Personnel of library are not too busy to respond promptly to
students’ requests. On regression analysis, the study discovered that an f-value of 22.164,
which is significant at (p<0.05), was used to establish a significance value of p less than 0.05.
Based on the regression equation, service quality will increase by 0.782 (p <0.05) if the other
parameters in the equation remain constant. Finally, the correlation coefficient, R, was 0.341,
indicating that service quality and user pleasure are highly intertwined. The study concluded
that academic libraries ensuring tangibility, reliability, responsiveness, assurance and
empathy will lead to favorable impact on service quality in Kenyan libraries and specifically
the Kitui campus library at Machakos university, Kenya. Study recommended that all five
SERVQUAL aspects namely assurance, empathy, reliability, responsiveness, and tangibles be
upgraded by all libraries within Kenyan universities in order to improve user perception levels
Description
Article
Keywords
Service Quality, User Satisfaction, Machakos University Library
Citation
Kinya, C., & Muthee, D. (2022). Service Quality and User Satisfaction at Machakos University, Kitui Campus Library, Kenya. International Journal of Current Aspects, 6(2), 1-10. https://doi.org/10.35942/ijcab.v6i2.257