TITLE:
Customer-Centric Service Provision in Academic Libraries in Universities: Systematic Literature Review
AUTHORS:
Christine Mayende, Fredrick Mzee Awuor, Ben Namande
KEYWORDS:
Customer-Centric Services, Access to Library Services, Staff Responsiveness, Organizational Support, Customer Satisfaction
JOURNAL NAME:
Technology and Investment,
Vol.12 No.4,
November
12,
2021
ABSTRACT: A customer-centered organization ensures that the
needs of clients are at the focal point of all services offered in the
organization and that the customer gets the best customer experience throughout
the service. Research has shown that service institutions are deterred from
offering customer-centric services due to issues relating to organizational culture, structure,
processes, and financial metrics. This study explores strategies and mechanisms
to support academic libraries towards achieving customer-centric service
provision. In this regard, this study identifies three parameters and
explores their role in delivering customer-centeredness in academic libraries,
namely, access
to library services, staff responsiveness and organizational support. Findings
of this study show that library customers wish for a relevant library
collection, an available service, unlimited information access, spacious
reading area, a conducive study environment, sufficient library equipment and
supportive staff.