LIBRARIAN AND CUSTOMER RELATIONSHIP MANAGEMENT (LCRM) IN KOGI STATE POLYTECHNIC LIBRARY LOKOJA

Abdulsalami T. Lucky and Odunayo Busayo Arowolo
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Abdulsalami T. Lucky: Legacy University, The Gambia. University Library
Odunayo Busayo Arowolo: Department of Library & Information Science. University of Nigeria Nsukka. Enugu State. Nigeria

Noble International Journal of Business and Management Research, 2019, vol. 3, issue 11, 135-149

Abstract: This study is conducted to examine Assessment of Librarian and Customer Relationship in Kogi State Polytechnic Library, Lokoja. One hundred and forty (140) librarians (staff) and customers (students) formed the population and sample for the study. The survey research design was adopted for the study. A questionnaire was used for data collection. The data collected for the study were analyzed using frequency distribution tables and percentages. It was discovered that, there is high response in interacting with customers and provision of information to colleagues and students. Also the respondents have higher satisfaction with photocopying and reference services provided by librarians. The challenges encountered were shortage of computers and lack of trained and skilled manpower that resulted to dissatisfaction with services provided by the library which distorts the relationship of librarians and customers in Kogi State Polytechnic Library, Lokoja. The study recommended that, library management of Kogi State Polytechnic Library, Lokoja should organize and offer in-house computer training programmes for librarians and provide enough computers for customers’ usage.

Keywords: Assessment; Customer; Librarian; Relationship; Use (search for similar items in EconPapers)
Date: 2019
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