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Customer care practices at the University of Nairobi (UON), Jomo Kenyatta Memorial Library (JKML), Kenya

Josephine Orayo (Kisii University, Kisii, Kenya)
Jane Maina (Kisii University, Kisii, Kenya)
Jotham Milimo Wasike (Kirinyaga University, Kutus Kerugoya, Kenya)
Felicitas Ciabere Ratanya (Egerton University, Njoro, Kenya)

Library Management

ISSN: 0143-5124

Article publication date: 21 September 2018

Issue publication date: 5 March 2019




The purpose of this paper is to provide an analysis of the customer care practices at the University of Nairobi, Jomo Kenyatta Memorial Library (JKML), Kenya.


A descriptive research design was used. Simple random sampling technique was used to derive at an appropriate sample from the target population. A structured questionnaire and face-to-face interview was used to collect both quantitative and qualitative data. A total of 384 questionnaires were distributed to students and library staff. Face-to-face interview was conducted among five section heads. Data were analyzed using Microsoft Excel and presented in tabulated summaries and figures.


JKML had not only put in place customer care practices but had also provided reliable services with notable professionalism among staff. Users were satisfied with the attention and information resources provided. Challenges encountered related to inadequate ICT infrastructure, lack of a written policy, lack of customer care skills among library staff and lack of managerial support. The study recommended inclusion of customer care in the mainstream of the strategic plan of the university.

Research limitations/implications

The major implication for this study is that sustainable customer care self-assessment needs to be explored in national and private libraries in Kenya.

Practical implications

This study provides a significant practical outlook on marketing-savvy approaches toward customer care and efforts made toward the achievement of the goals of the university.


This study provides insights on good practices on customer care which can be emulated by other academic libraries and adds value to the knowledge base.



Orayo, J., Maina, J., Wasike, J.M. and Ratanya, F.C. (2019), "Customer care practices at the University of Nairobi (UON), Jomo Kenyatta Memorial Library (JKML), Kenya", Library Management, Vol. 40 No. 3/4, pp. 142-154.



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