Users' needs and expectations on information services provided in libraries: case of four public university libraries from the western region of Kenya

Purpose: The purpose of this study is to assess the users' needs and expectations on information services provided in libraries, in four public universities from the western region of Kenya. The study explores the extent to which the libraries address users' needs and expectations examining the challenges being encountered, remedies and best practices put in place to mitigate the challenges. The level of users satisfaction towards the information services provided is also examined. Design/methodology/approach: Structured questionnaires were distributed among undergraduates (384) and lecturers (86), where 342 were successfully filled and returned, giving a response rate of 73%. The study interviewed ten library staff revealing their views in addressing users' needs and expectations in respective libraries. Collected data were analysed descriptively using statistical methods and presented in figures and tables. Qualitative data were analysed in narrative form. Findings: Majority of users had a positive perception towards the library, while others indicated that their needs were yet to be meet. The study noted the poor state of affair with inadequacies in information materials infrastructure, dwindling budget, facilities and unskilled personnel. The study recommended the need for additional library budget to facilitate acquisition of additional and up-to-date information resources and facilities. Originality/value: The concept of user needs and expectations has been widely discussed in developed countries. Identifying and understanding users’ requirements in the context of public libraries in developing countries would start up constructive trends towards building useable collections. © 2021, Emerald Publishing Limited.