ICT use and quality of service delivery among librarians in public universities in South- West, Nigeria

This study investigated ICT use and quality of service delivery among librarians in public universities in South- West, Nigeria. The research adopted survey research design. The population comprised 219 academic librarians from 15 public universities in South-West, Nigeria based on their years of establishment. Total enumeration was used. Data were collected through a structured and validated questionnaire. Cronbach’s alpha reliability coefficients for the constructs range from 0.86 to 0.94. Out of the 219 questionnaires distributed, 173 were returned, yielding a response rate of 79%. Data were analysed using frequency, percentage, mean and standard deviation. Findings revealed that majority of librarians in the public universities in South-West, Nigeria used different ICTs and the extent of the quality of service delivery among the librarians was generally to a very high extent (x̅=3.37). The study concluded that there was high-quality service delivery driven by the integration of ICT, which contribute to efficient library operations. It was recommended that librarians should sustain high performance in responsiveness, empathy, and tangibility by maintaining clean, well-resourced libraries, offering user-friendly hours, and providing prompt, accessible support to boost user satisfaction. In addition, librarians and library heads should sustain their commitment to using ICT for improved service delivery by integrating advanced digital tools, such as automated cataloging, AI-driven search tools, and virtual reference services. Institutional leaders and IT departments should ensure these technologies are properly funded and maintained.