Quality library services have a greater bearing on library users’ satisfaction as well as the reputation of the institution offering learning services. Offering quality services to library users entails accessibility to the library facility, quality library resources, and the level of customer service provided. Normally, clients inclined to a particular service should be treated fairly and without discrimination. Fairness is an indicator of professionalism in public service provision. Academic institutions need to understand library users’ satisfaction by measuring the service quality elements from the customer’s point of view to help them provide and satisfy customers’ needs. The study focused on Library Service Quality and User Satisfaction: A Situation Analysis of Kitale National Polytechnic, Trans Nzoia County. The study targeted a population of 300 Library Users at the Kitale National Polytechnic. A sample size of 105 respondents was conveniently selected. The questionnaire was approved by the management before testing, uploading and launching the Google form through WhatsApp and email to collect data. Data collected was analyzed, interpreted, and presented using descriptive statistics. The study adopted a library service quality model version of SERVQUAL. In conclusion, the findings indicated that there is relatively fair treatment of the users, library staff handle the users professionally as well as responding to the users’ needs in a timely manner. The operation hours were relatively adequate for the library users. However, some library users are unaware of e-books as well as unable to use e-books. The users’ satisfaction rate on average was 73 percent. This indicates that some of the library users are not fully satisfied with services offered. This study recommended a need to transform and re-engineer libraries by digitizing them to improve library services so as to conform to changing users’ academic needs in the colleges
09 September 2023
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