Factors influencing quality service delivery in public libraries: a case study of Garissa provincial library

Abstract

The purpose of the study was to establish the factors that influence quality service delivery in public libraries in Kenya a case of Garissa provincial library. Four research objectives were formulated to guide the study. The study employed descriptive survey design. The sample comprised of 4 librarians 3 camel riders and 120 library Data were collected by use of questionnaires. Data were analysed by use of qualitative and quantitative means. Findings revealed that availability of reading materials influenced quality library service delivery. The library lacked the required information for all categories of users. Findings further revealed that adaptation of technology influenced quality library service delivery. For example, all the library users, librarians and camel riders indicated that the library was not connected to the internet. Findings show that the librarians said that there was telephone and computers in the library but there were not adequate. Audio visual devices were not available in the library as indicated by library staffs. There was no TV set and audio visual in the library and hence were not in a potion to watch informative movies. Findings also revealed that quality service delivery was influenced by infrastructure. For example tables, chairs, shelves, computer tables and officers were available but inadequate, the same number of staffs said that there were reading hall, lighting, funs and electricity were not available. Findings also revealed that tables, chairs, shelves, computer tables, officers and toilets were available but inadequate. They further indicated that reading hall, lighting, funs and electricity were not available. Based on the findings, the study concluded that availability of reading materials influenced quality library service delivery. The library lacked the required information for all categories of users. Library users indicated that they did always have what they wanted from the library. The users did not get what they wanted from the library due to the distance from their area of study and the library. The study further concluded that adaptation of technology influenced quality library service delivery. The library was not connected to the internet they lacked facilities such as audio visual devices which affected quality service delivery. The study further concluded that infrastructure affected quality library service delivery. For example, infrastructure such tables, chairs, computer tables, offices, lighting, funs and electricity were not available in the libraries were inadequate in the library. Reading hall, lighting, funs and electricity were not available. Based on the findings, the study recommended that the government should provide reading materials so that to enhance quality service delivery at the library. The government should enhance technology adaptation in the library to facilitate quality service delivery at the library. The government should provide the necessary infrastructure to enhance quality service delivery at the library. It was suggested that a study on factors influencing library use in rural library service should be conducted. It was also suggested that a study on stakeholders attitude towards library quality service delivery in national library services should be conducted.