RESEARCH INFORMATION
✎: APPLICATION OF INFORMATION AND COMMUNICATION TECHNOLOGIES TO CUSTOMER SERVICES
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Keywords: APPLICATION OF INFORMATION AND COMMUNICATION TECHNOLOGIES TO CUSTOMER SERVICES
ABSTRACT
This research is on the Application of Information and Communication Technologies to
Customer Services in Some Selected University Libraries in the North East Geo-Political
states. The study examines types of ICTs and ICT-based customer services available and
provided in the University Libraries in the North East Geo-Political Zone, Nigeria. The
research objectives include: to find out ICTs available and used in the University Libraries
and also to find out ICT-based customer services available in University Libraries in the
North East Zone, Nigeria. The research method adopted in the study was a
survey.Questionnaire was used as the research instrument, and the subjects of the study were
heads of library unit, academic staff and undergraduate students. The data collected were
analysed descriptively and inferentially and the findings show that there are ICTs and ICT
based customer services in University Libraries in the Zone, among which are computers,
internet, photocopiers and printers; and internet, photocopying and printing services.There is
no significant difference in the competency levels of library staff on the application of ICT
based customer services in the selected university libraries in the North East Zone. The
research concludes that there are ICTs and ICT based customer services in the University
Libraries in the North East Zone but these face many challenges among which are
inadequate funds, epileptic power supply, inadequate ICT facilities and poor network. It is
recommended that university libraries be funded well and additional sources of income be
created to supplement the main ones. It also recommends training and retraining of library
staff in the area of ICT application.
TABLE OF CONTENTS
CHAPTER ONE
INTRODUCTION
1.1 Background to the Study……………………………………………………………………………………………….1
1.2 Statement of the Problem………………………………………………………………………………………………4
1.3 Research Questions………………………………………………………………………………………………………5
1.4 Hypotheses………………………………………………………………………………………………………………….6
1.5 Objectives of the Study…………………………………………………………………………………………………6
1.6 Significance of the Study ………………………………………………………………………………………………7
1.7 Scope of the Study ……………………………………………………………………………………………………….7
1.8 Limitations of the Study………………………………………………………………………………………………..8
1.9 Operational Definition of Terms…………………………………………………………………………………….8
References………………………………………………………………………………………………………………….9
CHAPTER TWO
REVIEW OF RELATED LITERATURE
2.1 Introduction……………………………………………………………………………………………………………….10
2.2 Concept of Information and Communication Technologies……………………………………………..10
2.3 Library and Information Services in Universities……………………………………………………………11
2.4 ICTs Applications in University Libraries……………………………………………………………………..13
2.5 ICT Facilities for Customer Services in University Libraries……………………………………………18
2.6 ICT applications to Customer Services in University Libraries ………………………………………..21
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2.7 ICT Competence of Customer Services Staff…………………………………………………………………26
2.8 Challenges to ICT based Customer Services Delivery in University Libraries……………………27
2.9 Summary of the Review………………………………………………………………………………………………29
References………………………………………………………………………………………………………………..31
CHAPTER THREE
RESEARCH METHODOLOGY
3.1 Introduction……………………………………………………………………………………………………………….36
3.2 Research Method Adopted…………………………………………………………………………………………..36
3.3 Population of the Study……………………………………………………………………………………………….36
3.4 Sampling Procedure and Sampling Size ………………………………………………………………………..37
3.5 Instrument for Data Collection …………………………………………………………………………………….38
3.6 Validity and Reliability of the Instrument ……………………………………………………………………..39
3.7 Procedure for Data Collection………………………………………………………………………………………39
3.8 Procedure for Data Analysis………………………………………………………………………………………..40
References………………………………………………………………………………………………………………..41
CHAPTER FOUR
DATA ANALYSIS, PRESENTATION AND DISCUSSION
4.1 Introduction……………………………………………………………………………………………………………….42
4.2 Questionnaire Response Rate……………………………………………………………………………………….42
4.3 Demographic Characteristics of the Respondents……………………………………………………………44
4.4 Responses to Research Questions…………………………………………………………………………………50
4.5.1 ICTs Available and Being Used by University Libraries in the North East Geo-Political
Zone, Nigeria …………………………………………………………………………………………………………50
4.5.2 ICT-Based Customer Services are Available and Being Provided in University Libraries in
the North East Geo-Political Zone, Nigeria ………………………………………………………………..52
4.5.3 Impact of ICTs on the Provision of Customer Services in University Libraries in the North
East Geo-Political Zone …………………………………………………………………………………………..54
4.5.4 Users‟ Satisfaction from the ICT Based Customer Services in University Libraries in the
North East Geo-Political Zone, Nigeria……………………………………………………………………..56
ix
4.5.5 ICT Competence of Customer Services Staff in University Libraries in the North East GeoPolitical Zone …………………………………………………………………………………………………………58
4.5.6 Challenges of ICT Based Sustomer Services in University Libraries in the North East GeoPolitical Zone …………………………………………………………………………………………………………60
4.6 Hypotheses Testing…………………………………………………………………………………………………….63
References………………………………………………………………………………………………………………..68
CHAPTER FIVE
SUMMARY, CONCLUSION AND RECOMMENDATION
5.1 Introduction……………………………………………………………………………………………………………….69
5.2 Summary of the Study ………………………………………………………………………………………………..69
5.3 Summary of Major Findings………………………………………………………………………………………..70
5.4 Conclusion ………………………………………………………………………………………………………………..71
5.5 Recommendation ……………………………………………………………………………………………………….71
5.6 Suggestions for Further Studies……………………………………………………………………………………72
References………………………………………………………………………………………………………………..73
Appendices……………………………………………………………………………………………………………….79
Keywords: APPLICATION OF INFORMATION AND COMMUNICATION TECHNOLOGIES TO CUSTOMER SERVICES
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Keywords: APPLICATION OF INFORMATION AND COMMUNICATION TECHNOLOGIES TO CUSTOMER SERVICES
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