Analysis of Relationship between Information Services and Students’ Satisfaction at Kenya School of Law Library
Ng’ang’a, Judy Wairimu
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Despite the heavy investment being done by university libraries, majority of them are not able to satisfy their users. Scholars have attributed user dissatisfaction to various difficulties such as inadequate information materials, challenge in using new information technologies, inadequate library facilities, lack of support from librarians and lack of information literacy training. This study therefore sought to examine the relationship between information services and students’ satisfaction at Kenya school of law library. The specific objectives included: to assess effect of reader services, digital information services, circulation services and information literacy training on students’ satisfaction at KSL library. The investigation was informed by the theory of expectancy disconfirmation. It adopted quantitative approach and used descriptive survey research design. The target population of the study included both students studying in the KSL and librarians. There were a total of 1827 students registered for the 2019/2020 academic year and 6 librarians. Stratified sampling method was adopted to select a sample of 190 that included 184 students and 6 librarians. The main research instruments for the study were questionnaires and interview guides. Quantitative data was analysed by descriptive and inferential statistical methods while qualitative data was analysed thematically. The findings revealed that separately, all the predictor variables (reader services, digital information services, circulation services, information literacy training) positively and significantly relate with students’ satisfaction at KSL library. The study noted that when combined, all the predictor variables except reader services positively and significantly influence students’ satisfaction at Kenya school of law library. In particular, information literacy training was found to be the most significant predictor of students’ satisfaction, followed by digital information services, then circulation services and lastly reader services. Overall, the study concluded that information services have a positive and significant relationship with students’ satisfaction at Kenya school of law library. Based on the findings, the study recommended that the library management at KSL should improve readers’ services including provision of adequate reading rooms, library and bibliographic instructions and online searches; should improve digital infrastructure including internet connectivity; should undertake measures to improve provision of circulation services such as team work, working days policy, adherence to library service charter, complaints register and prompt response to issues; Library management should also implement measures to enhance provision of information literacy training services including online training on various databases, consultation meeting with the librarian, improved network connectivity and preparation of user guides. The study implicate on information services provision policy at KSL library. Findings inform library staff on how best to improve provision of information services in order to satisfy the needs of users.