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User perception on library services and information resources in Kenyan Public Libraries

Charles N. Nzivo (Kenya National Library Service, Nairobi, Kenya and School of Information Management/School of Library Science, Wuhan University, Wuhan, China)

Library Review

ISSN: 0024-2535

Article publication date: 24 February 2012



The purpose of this paper is to provide information on how public libraries and information services in Kenya National Library Service (KNLS) are perceived, by examining adult users, with a view of improving service delivery and enhancing the effective management of public library services.


Survey methodology using questionnaires was adopted to solicit required information from 112 respondent adult users and data were analyzed using SPSS version 14.


The paper shows that KNLS library services and information resources are very positively perceived by most respondents. KNLS libraries are: comparatively better off than universities and other public libraries; are predominantly focused on print documents (books) as preferred sources; readers' mostly begin their search for information on a particular topic; general reading and research purposes and information resources equip users with appropriate knowledge.

Research limitations/implications

The study focused on adult users in internet‐serviced libraries within the KNLS and thus may not be used to generalize about users of all public libraries in Kenya.

Practical implications

This paper attempts to provide KNLS public libraries with fundamental information about adult users' perspectives of services and information resources. Though the services and information resources are positively perceived, the library management has room to improve and maintain current levels of perception.


The paper is of value because understanding of users' perceptions is vital for services and information resource improvement.



Nzivo, C.N. (2012), "User perception on library services and information resources in Kenyan Public Libraries", Library Review, Vol. 61 No. 2, pp. 110-127.



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