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    Tangibility of digital institutional repository service provision to postgraduate students at universities in Meru County, Kenya
    (KLISC Journal of Information Science and Knowledge Manageme, 2023) Tsenga, Sophia Mjeni; Gichohi, Paul Maku
    Institutional repository services in libraries essentially determine the quality of the scholarly output of postgraduate students. Subsequently, this demands a multi-skilled workforce, facilities, and ICT infrastructure. Tangibility in this context is demonstrated when the staff in charge are decent, premises are neat, resources are easily retrievable and ICT technologies are available. Demonstration of tangibility usually heightens user attractiveness to a place. It may also be reinforced by a user experiencing satisfaction through an easily navigable institutional repository, visually attractive arrangement of the contents, and easily downloadable research materials. Nevertheless, incidences of users getting disinterested and losing patience with institutional repositories have continued to be reported. This paper assesses the tangibility of repository service provision to postgraduate students at universities in Meru County, Kenya. The study adopted a descriptive survey research design. The SERVQUAL model was also adopted to underpin the research. The sample population consisted of 91 students and 10 library heads of sections. Post-graduate students filled out questionnaires while the library heads of sections participated in the interviews. Purposive sampling was used to get librarians and simple random sampling for students. The findings of the study indicated that the tangibility of institutional repositories at universities in Meru County was moderate. To improve it, the respondents recommended the provision of policies guiding the security of information, the repository section being operational during working hours, providing a functional website as well as shelving and classification of information materials be done regularly. There was a need to acquire modern reading tables, student computers, and provision of resources in full texts, and upgrade the earlier version of the repository management system with the current one. The paper recommends the heads of libraries liaise with university management to support and finance the acquisition of new and refurbish existing facilities, technologies, infrastructure, and additional resources. It is also recommended that the directorate of research to revise the postgraduate policy to include all postgraduate levels’ research in order to achieve inclusive service provision.
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    The Aspect of Assurance of Digital Institutional Repository Service Provision to Postgraduates Students at Selected Universities in Meru County
    (International J ournal of Professional P ractice (IJPP), 2023-06) Tsenga, Sophia Mjeni
    Theses, dissertations, reports and other research works by university communities are housed in digital institutional repositories in the library department. Postgraduate students are expected to utilize these resources; hence, the nature of services provided therein is critical. The provision of digital institutional repository service in university libraries is expected to be courteous, professional, and credible. Professionalism is demonstrated through politeness, trustworthiness, honesty, friendliness, respectfulness and competence of the institutional repository staff serving users. These attributes usually communicate assurance and heighten customer satisfaction. The feeling of assurance is also reinforced by the experience that a user gets when interacting with the repository website; for example, the friendliness of the webpages. However, incidences of users getting disinterested and losing patience with institutional repositories have continued to be reported.This paper reports part of findings of a large study which aimed to determine how adopting SERVQUAL model can improve digital institutional repository information services to postgraduate students at universities in Meru County. This paper assessed the assurance of digital institutional repository service provision. It employed a descriptive survey research design. The target population constituted library head of sections and post-graduate students. Purposive sampling was employed to get librarians, while simple random sampling, to select students. A sample size of 101 was adopted. Data was collected using questionnaires and interviews. Data quality was achieved by checking construct, content and face validity, while reliability was ascertained using Cronbach alpha. Data was analysed descriptively and thematically. The study found that the level of assurance in digital institutional repositories at universities in Meru County was moderate. Assurance aspects are supported by elements like: knowledgeable staff, customer- centric service, adequate ICT infrastructure, resources and facilities; customer awareness; and adequate funding. The study recommended creation of awareness, staff training and upgrading the repository technology to enhance assurance aspects