Author(s)

Christine Mayende^1,2, Fredrick Mzee Awuor², Ben Namande²

¹Faculty of Built Environment Library, University of Nairobi, Nairobi, Kenya.
²School of Information Science and Technology, Kisii University, Kisii, Kenya.

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.

Customer-Centric Services, Access to Library Services, Staff Responsiveness, Organizational Support, Customer Satisfaction

Mayende, C. , Awuor, F. and Namande, B. (2021) Customer-Centric Service Provision in Academic Libraries in Universities: Systematic Literature Review. Technology and Investment, 12, 217-239. doi: 10.4236/ti.2021.124013.