Browsing by Author "Mulalike, Willfreda"

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    A comperative study on customer satisfaction among public and academic libraries: the Case of the national central library and Dr Wilbert Chagula library, University of Dar es Salaam
    (University of Dar es Salaam, 2015) Mulalike, Willfreda
    The main objective of this study was to compare customer satisfaction in public and academic libraries with regard to service and resource provision. Specifically, the study examined the extent to which users of the National Central Library and Dr Wilbert Chagula Library, University of Dar es Salaam are satisfied with the services provided, find out customer care skills of library service providers in selected libraries, challenges they face and strategies for improving customer satisfaction in public and academic libraries in Tanzania. The study employed a survey research design. The study involved one hundred respondents including students, library heads, library staff and directors of libraries who were selected through simple random and purposive sampling techniques. Empirical data were collected using a questionnaire, interviews and observations, and then analyzed, discussed and presented in figures, charts, tables and text. Key findings revealed that selected libraries face many challenges that hinder the provision of quality services and customer satisfaction including insufficient number of current books, computers with internet connectivity, reading space compared to number of users, inadequate budget to purchase information resources and inadequate customer care training. In view of the above, the study recommends that, current library resources that meet teaching, learning, research and recreational information needs of users be increased. Library staff be trained on customer care, more computers with internet connecting be provided, library reading space be extended to accommodate the increased number of users and library budget be increased in order to cater for the needs of library users. Also, standby generators should be purchased to serve as backup during electric power failure. To conclude, the management of these libraries through their Boards should increase library budget in order to adequately cater for the needs of library users, and introduction of new services.