Library & Information Studies

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    Service quality in the academic libraries in Kenya
    (University of Zululand, 2021) Mbua, Paul
    The subject of service quality has been widely researched in various sectors, and academic libraries are no exception. It has become imperative that university libraries in Africa, Kenya in particular, re-examine their existence in academia, in order to justify the need for their services. This study seeks to establish the level of service quality in Kenyan academic libraries by analysing, evaluating, and assessing the service delivery of the academic libraries. It was guided by the following specific objectives: To evaluate the influence that the service parameters (human resource practices, technology, the library environment and infrastructure, information resources, etc.) have on the service quality in academic libraries; assess the library customer service orientation and its influence on service quality in the academic libraries; assess how the range of services/products offered by academic libraries influence service quality in the academic libraries; and analyse the level of library customer retention/attraction strategies and service delivery approaches and their influence on service quality in the academic libraries. The Gap model adopted for the current study suggests that customer satisfaction is often not achieved as a result of gaps/shortfalls in the service delivery process. Descriptive survey research method was employed, guided by the study’s research objectives. Mixed method approach was used to generate both the qualitative and quantitative data. From the entire list of accredited universities in Kenya, a sample of 10 (ten) institutions was selected. Systematic random sampling, random sampling, purposive methods were employed to identify the actual sample size for the different strata. In total seven hundred and fourteen (714) questionnaires were returned from the external library customers (55% males and 45% females); while for the internal library customers (librarians), 47 out of the 80 questionnaires administered were returned (43% males and 57% females). This gave an overall, 76% response rate. Purposive sampling procedure was used to identify the interview participants (who were the senior management of the academic libraries) using an interview schedule, in total 10 interviews were conducted; while observation was guided by an observation schedule that was obtrusively applied to capture information on the general state of each of the academic libraries, the facilities, and the service delivery processes. SPSS was used for data analysis, descriptive statistics, factor analysis and multiple regression. Findings of the study revealed that academic libraries in Kenya are faced with a myriad of challenges such as a growing and divergent population, limited range of information resources and services, poor infrastructure, inadequate staff working areas and tools, limited budgets, heavy bureaucratic tendencies, lack of top institutional management support, poor leadership by the departmental heads, and lack of clear market orientation strategies. The above concerns notwithstanding, the study showed that the academic libraries are endowed with a rich pool of well-trained information professionals, large market for services, and customers’ goodwill; all of which need to be fully exploited. Also noted was that the academic libraries are poorly equipped to cater for people with disabilities (PWDs). The study recommends the following: a radical shift in the management of the academic libraries; the creation of an enabling environment for optimal service delivery; greater supervision by the Commission for University Education (CUE), and a policy framework that will guide the overall operations of the academic libraries. This study has strong implications for the improvement of library and information services for customer satisfaction in Kenya, and perhaps, elsewhere.
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    Cyberethical behaviour of high school students in selected schools in Umhlathuze municipality
    (University of Zululand, 2022) Buthelezi, Noxolo Nqobile
    Cyber technology has become a basic aspect of schools and universities, with students' habitual use of these tools to communicate, learn, and play. However, schools and universities have faced numerous issues as a result of cyber ethics activities in various settings. This study has examined the cyber ethical behaviour of high school students in selected schools in uMhlathuze Municipality. The objectives of this study were to: explore the level of awareness of cyber ethical behaviour prevalent at the selected high schools in uMhlathuze Municipality; identify the forms of cyber ethics behaviour shown by the selected high school students; demonstrate the application of the Theory of Planned Behaviour (TPB) on cyber ethical behaviour intentions of high school students and establish the challenges faced by high school students to act ethically when using the Internet and cyber technologies. The study adopted a quantitative approach through survey research design. Probability sampling was used to sample students through the simple random technique. A sample for the study was drawn from Grade 11 students from three conveniently selected high schools in uMhlathuze Municipality. 214 questionnaires were distributed among Grade 11 students. Data was collected through questionnaires. The data analyses were carried out largely using the Statistical Package for the Social Sciences (SPSS) version 28.0. The findings of the study show that 68.2% of the respondents were aware of their cyber ethical behaviour. Less than half (68;31,8%) of the respondents showed less awareness. A high percentage of the respondents (82,7%) said that their teachers hardly teach them about cyber ethics. The respondents submitted that cyberbullying (57%), using another user’s password (16,4%) and dissemination of fake news (8.4%) are the common types of cyber ethical transgressions. The study discovered a substantial number of challenges related to effective cyber ethical behaviour. The findings indicated a need for awareness of cyber ethical technology and how to mitigate its misuse. This study's originality stems from its scope, subject matter, and application. The study is significant because it provides a theoretical basis for future studies in the following areas: high schools in the uMhlathuze municipality, the levels of awareness of teachers and principals pertaining to cyber ethics. The study has implications for cyber ethical technologies and cyber ethical behaviour in high schools’ research and responses by stakeholders.
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    The integration of record management functionalities in the management of students’ records systems at the University of Zululand South Africa
    (University of Zululand, 2022) Thusi, S'busiso Mduduzi
    This study sought to investigate the integration of records management functionalities into the management of students’ records systems at the University of Zululand (UNIZULU). The investigation used tenets derived from the existing IRMT good practice indicators tool. The study examined the integration of records management functionality into the management of students' records; standards and procedures for integrating records; information management strategy; and tools for auditing records systems. The study largely adopted a qualitative approach, with a case study research design. Data was collected through semi-structured questionnaires, semi-structured interviews, and observations. The study targeted 60 respondents, which comprised of records management staff, Protective Service Department (PSD), student administration, and ICT Manager. Out of 60 targeted participants, 44 (73%) responded. The study findings revealed that the level of record integration at UNIZULU is moderate. The study also revealed that when the system was implemented, the implementation process was considered. However, there are still some gaps that need to be filled by the institution. The study also found that there was no specific policy for records management at UNIZULU. There was no qualified records manager at the University of Zululand, even though there were employees who were hired by the university called records officers. There is a lack of proper training, workshops, and skills in records management at the University of Zululand. The study recommends that staff members be trained in records management practices and that policies, standards, and procedures which guide the management of both paper and electronic records be established. The study also recommends that the organisation seek funds from well-wishers and donors to improve the management system of records.
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    Assessing the Impact of Library Services on Teachers in Schools Using the Okhahlamba Teacher Development Centre in KwaZulu Natal
    (2023) Ntumba, Siyathokoza Princess Sybil
    District Teachers' Development Centres serve as hubs for delivering professional teacher development programmes and ICT support for teachers for information, knowledge and skills. As such, the Teacher Development Centres have a role to play in the careers of educators, particularly in this information age led by the use of information and communication technologies (ICTs). The study aimed to assess the impact of information services on teachers' teaching practices in schools using the Okhahlamba Teacher Development Centre in KwaZulu Natal, South Africa. The research objectives of the study were to determine the information needs and information-seeking behaviour of the 21st-century teachers in schools supported by the Okhahlamba Teacher Development Centre, establish the information services and resources available and accessible by teachers at the Okhahlamba Teacher Development Centre, ascertain the competencies of teachers in using information services and resources at the Okhahlamba Teacher Development Centre and find out the challenges teachers face in using information services of the Okhahlamba Teacher Development Centre. The study employed a post-positivism research paradigm. Both qualitative and quantitative research approaches were used in this study. The research designs used were a survey and a case study research designs. The target population was 306 teachers and one librarian. The sampling methods were purposive sampling method for the librarian and systematic sampling method for the teachers. Semi-structured interview schedules and self-administered questionnaires were used as data collection instruments for the librarian and teachers respectively in this study. Qualitative data were analysed using thematic analysis, and quantitative data were analysed using descriptive analysis. The study used the Cognitivism Learning (CL) Theory and Technology Acceptance Model (TAM) as theoretical support. The findings revealed that the teachers’ needs are information for their schoolwork or teaching, personal reading, study and discussion space, job applications and internet access. The findings also revealed that the teachers search for information in the library and prefer to access information on the internet. The findings on information and knowledge services and facilities available and accessible for teachers revealed that there are computer services, search services, photocopying services, and training services. The findings also revealed the competencies teachers must be able to access the information services and resources; teachers can use computers and are also able to access information on the internet. Regarding the challenges teachers face when accessing information services and resources revealed are the absence of mobile library services that used to serve them in their schools, shortage of books, shortage of relevant information materials relevant to their curriculum as well as their development; they need stable internet access and more computers as they are teaching in the 4th industrial revolution; they need to be notified by the librarian about availability of new resources and all library materials available, accessible and relevant to their work, for their developmental skills, for them to create study rooms for kids in their schools, make internet accessible at the libraries in schools.
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    Digital Preservation Readiness for Legal Deposit Materials at the Msunduzi Municipal Library in KwaZulu-Natal
    (2022) Mpanza, Zibusisozami Nozibusiso
    The study investigated a digital preservation program readiness of legal deposit materials at the Msunduzi Municipal Library in KwaZulu-Natal. This study looked at the readiness to undertake the digital preservation programme, whether they meet the requirements for digital preservation programme in order to undertake it, and if the staff members have skills and competencies for digital preservation. It also checked if they have enough storage capacity for digital preservation program. The study recruited fifteen (15) participants, and all of them, 15 (100%) participated in the study. This study adopted qualitative research method and used a case study research design. The researcher employed semi-structured in-depth interviews to obtain data, and analysed it using a thematic analysis. The library was found facing challenges such as a lack of storage server to store and back-up digitally preserved materials, a lack of funds, a lack of in-service training for its staff, faulty and or non-functioning digitization machines, a lack of adequate maintenance of equipment, and a lack of enough equipment in preparation for digital preservation programme. The recommends that the Msunduzi Municipal Library and other institutions preparing for the digital preservation programmes should prepare enough storage servers and back-up storage facilities to store and back-up digitally preserved materials before undertaking a digital preservation programme.
University of Zululand