The Impact of Knowledge Utilization Practices on Service Delivery in University Libraries in Meru County

In an era where knowledge is a critical asset, effective management of knowledge resources is vital to enhancing service delivery in academic institutions. Service delivery in the university library aims to meet the diverse information needs of users, thereby supporting the core objectives of fostering learning, teaching, and research. However, the extent to which knowledge acquisition practices, utilization, sharing practices, and knowledge preservation enhance service delivery has not been established. This study explored the impact of knowledge utilization practices on service delivery in university libraries in Meru County, Kenya. The research used the SERVQUAL theoretical framework. Using the descriptive survey research design with a cross-sectional approach, the census technique allowed the collection of qualitative data from 25 library staff members and 2 library heads working in Kenya Methodist University and Meru University of Science and Technology. The research instrumentation involved the administration of open-ended questionnaires among the library staff members while library heads were interviewed. The qualitative data collected were analyzed using thematic analysis. The results showed limited use of emerging technologies, such as artificial intelligence, data mining, and the semantic web, for enhancing knowledge utilization practices and service delivery in university libraries in Meru County. The study concluded that adopted knowledge utilization practices positively impacted service delivery in the university libraries in Meru County. The findings also highlighted the integration of emerging technological tools to promote efficient knowledge utilization in the university libraries. The study recommends that university libraries leverage emerging technologies for efficient knowledge utilization practices as a strategy to enhance service delivery. Policy makers should enact policies that advocate library management to develop clear standards that support tacit knowledge management and integration of emerging technologies to enhance knowledge utilization and service delivery in university libraries.