Evaluation of ICT resources and barriers to adoption in improving library service delivery for higher user satisfaction in Tanzania

Dativa Donati Kaishe-Mulungu; Mugyabuso Julius Festo Lwehabura; Consolota Angello

doi:10.51867/AQSSR.2.4.16

Authors

Dativa Donati Kaishe-Mulungu Mzumbe University, Tanzania Author https://orcid.org/0009-0004-7991-3255
Lwehabura, Mugyabuso Julius Festo Sokoine University of Agriculture (SUA), Tanzania Translator https://orcid.org/0009-0001-9622-4046
Consolota Angello Sokoine University of Agriculture (SUA), Tanzania Author https://orcid.org/0000-0002-8768-6417

DOI:

https://doi.org/10.51867/AQSSR.2.4.16

Keywords:

ICT Facilities, ICT Infrastructure, Library Service Provision, Obstacles to ICT Adoption, University Libraries, User Satisfaction

Abstract

It is impossible to understate the use of Information Communication and Technologies (ICTs) resources and the challenges they present in university libraries in underdeveloped countries like Tanzania. Thus, this study investigated the quality of library services in Tanzanian universities, focusing on ICT facilities and removing adoption hurdles. The ServQual framework forms the theoretical basis for evaluating how ICT-related library services contribute to user satisfaction in Tanzanian university libraries. This study was guided by two specific objectives: (1) to determine the barriers to ICT technology adoption in Tanzanian university libraries, and (2) to evaluate the availability of ICT facilities for improving library service offering. The study employed the cross-sectional research design, the quantitative and qualitative research approach, and the pragmatic philosophical framework. A systematic questionnaire and interview were used to gather the data, and Statistical Package for Social Sciences (SPSS) was used for both descriptive and content analysis of the qualitative data. The findings indicated that despite the presence of computers, projectors, photocopiers, and internet connectivity, the quality of these fundamental ICT resources was inconsistent. Although a sizable percentage of respondents said that internet facilities were sufficient, there were several substantial obstacles to using ICT. These difficulties included subpar computer systems, erratic power supplies, inadequate ICT infrastructure, and student abuse of ICT resources. These challenges have a detrimental effect on patron satisfaction and severely impair the caliber of library services. The study comes to the conclusion that although certain ICT facilities are there, their efficient usage is restricted by deficiencies in infrastructure, resource sufficiency, and management. Resolving these issues is essential to enhancing customer happiness and library service delivery. Enhancing computer facilities, enhancing internet connectivity, guaranteeing a steady power supply, offering staff training, boosting management support for ICT efforts, and putting procedures in place that stop ICT resource exploitation are some of the recommendations made by the study.

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