Libraries at University of Nebraska-Lincoln



Adam, R. (2017). Assessment of Library Service Quality and User Satisfaction among Undergraduate Students of Yusuf Maitama Sule University (YMSU) Library. Library Philosophy and Practice (e-journal), 1675.

Cristobal, A. S. (2018). Expectations on Library Services, Library Quality (LibQual) Dimension and Library Customer Satisfaction: Relationship to Customer Loyalty. Library Philosophy and Practice (e-journal), 1706.

David, P. & Sanjay, A. (2008). Citizen Charters: Enhancing Service Delivery Through Accountability.

Deci, E. L. and Flaste, R. (1996). Why We Do What We Do: Understanding Self-motivation. New York: Penguins Books.

Elke, L., Salvador, P. & Tomas, Z. (2007). Improving Customer Orientation Through Service Charters: A Handbook for Improving Quality of Public Services. Governance International.

Gama, U. G. (2013). Reference Services in the Digital Age: What Hope for Reference Librarians in Nigeria. Bayero Journal of Library and Information Sciences, 1(1), pp. 32-39.

Gunasekera, C. (2010).Students’ Usage of an Academic Library: A User Survey Conducted at the Main Library University of Peradeniya. Journal of the University Librarians Association of Sri Lanka, 14(1).

Hong, M. & Mia, W. B. (2007), Embracing Customer Service in Libraries. Library Management, 28(1/2): pp. 53-61.

Kiragu, K. & Mutahaba, G. (2005). Public Service Reform in Eastern and Southern Africa: Issues and Challenges.

Kobia, M. & Mohammed, N. (2006). The Kenyan Experience with Performance Contracting: Discussion Paper, 28th AAPAM Annual Roundtable Conference, Arusha, Tanzania.

Kombo, D. K. & Tromp, D. L. A. (2006). Proposal and Thesis writing: An Introduction. Nairobi: Paulines Publication Africa.

Kumar, S. (2012). User Satisfaction and Service Quality of the University Libraries in Kerala. International Journal of Information Dissemination and Technology, 2(1): pp. 24.

Kusek, J. Z. & Rist, R. C. (2004). A Handbook for Development Practitioners: Ten Steps to Results-based Monitoring and Evaluation System. Washington, DC: World Bank.

Langeard, E., Bateson, J. E. G., Lovelock, C. H. & Eigler, P. (1981). Services Marketing: New Insights from Consumers and Managers, Report No. 81-104, Cambridge, MA: Marketing Science Institute.

Latham, G. P. (2003). Goal Setting: A Five-step Approach to Behavior Change. Organizational Dynamics, 32(3): pp. 309-318.

Latham, G. & Locke, R. (1979). Goal Setting – a Motivational Technique that Works. Organizational Dynamics, Autumn, pp. 68-80.

Lienert, I. (2003). Civil Service Reform in Africa: Mixed Results After 10 Years - Seminar Paper.

Log Associates (2010). Evaluation of Performance Contracting, Final Report.

Louisa, G. & Mike, E. (2003). A Practical Guide to Planning, Monitoring and Evaluation. London: Save the Children.

Lunenburg, F. C. (2011). Goal-Setting Theory of Motivation. International Journal of Management, Business, and Administration, 15(1).

Makori, E. O. (2015). Micro Factors Influencing Use of Electronic Information Resources Among Postgraduate Students in Institutions of Higher Learning in Kenya. Library Hi Tech News, 32(1): pp. 18-21.

Mario, C. & Carmen, A. (2010). Social Accountability in Africa: Practitioners' Experiences and Lessons.

Maslow, A. (1954). Motivation and Personality. New York: Harper & Row.

Mugenda, O. Mugenda, A. (2003). Research Methods: Quantitative and Qualitative Approaches. Nairobi: ACTS.

Obongo, S. O. (2009). Implementation of Performance Contracting in Kenya. International Public Management Review, 10(2).

OECD (1999). Performance Contracting: Lessons from Performance Contracting Case Studies: A Framework for Performance Contracting, PUMA/PAC.

Orayo, J., Maina, J., Wasike, J. & Ratanya, F. (2019). Customer Care Practices at the University of Nairobi (UON), Jomo Kenyatta Memorial Library (JKML), Kenya. Library Management, 40(3/4): pp. 142-154.

Ouda, P. A. (2015). Customer Care in Public University Libraries in Kenya: Case Study of the Moi University Library. Masters of Information Science, University of South Africa.

Parasuraman, A. & Valarie A. Zeithaml (1982). Differential Perceptions of Suppliers and Clients of Industrial Services. In: Emerging Perspectives on Services Marketing, L. Berry, G. Shostack, and G. Upah, eds., Chicago: American Marketing, 35-39.

Pearl, L. (2014). The Leadership and Administration of Community College Libraries. Electronic Theses and Dissertations, UC San Diego.

RBM Guide (2005). Results Based Management: Training Manual. Kenya.

Report of Experts (2010). Review of Performance Contracting in the Public Sector” Prime Minister’s Office. Nairobi: Government Press

Vongprasert, C., Tuamsuk, K. & Siriprasoetsin, P. (2011). Factors Affecting Customer Relationship Management Practices in Thai Academic Libraries. The International Information & Library Review, (2011) 43: pp. 221-229.

Wilson, A., Zeithaml, V. A., Bitner, M.J. and Gremler, D. D. (2012). Services Marketing: Integrating Customer Focus Across the Firm (2nd European Edition). Berkshire: McGraw-Hill.

Wilson A., Zeithaml, V. A., Bitner, M. J. & Gremler, D. D. (2008). Services Marketing: Integrating Customer Focus Taylor Across the Firm. 1st European Edition. McGraw-Hill Education.


UoNL Website 2014


Purpose was to assess the application of library service charter in quality service delivery in university libraries with reference to the University of Nairobi Library in Kenya, and propose measures to ensure successful implementation and management of the practice. Objectives of the study were to: examine the extent of the library service charter in quality service delivery in the library, establish levels of library staff awareness, perception and responsiveness to information service delivery, assess the actualization of the matrices of the library service charter for quality improvements, establish the challenges experienced by the library in realising the commitments of the service delivery charter, and propose measures to be undertaken to ensure successful actualization of the library service charter. Mixed research methods of qualitative and quantitative design were applied in the research. The library service charter played critical role in delivery of services to the information customers, significantly enhanced information management through professionalism, staff performance, teamwork and timely feedback. The challenges experienced in implementing the service charter included low work motivation, increased workload, complexity in understanding the provisions of the charter, bureaucracy, institutional weakness, targets set inhibits performance and inadequate facilitation. There is need for elaborated information fluency programme to equip the library staff with adequate knowledge and skills on all matrices of the practice. In addition, the library should plan for capacity building, provide enough copies of the service charter to patrons, and monitor and evaluate the service charter for continuous improvement of service delivery.



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