Determining Users’ Perceptions of Librarians’ Emotional Intelligence at the MOI University and United States International University Libraries

Monicah Jemeli Chemulwo, Dr. Daniel Wambiri Muthee & Dr. Charles Kamau Maina

Research has shown that the focus of librarians is on the library users, and thus the need for academic libraries to continue to develop as service institutions focusing on providing excellent service to library users. The study aimed to establish the users’ perceptions of librarians’ emotional intelligence at the Ultra-Modern and Information Center and Margaret Thatcher libraries, Kenya. The study employed correlation research design. The target population of the study was fifty seven thousand three hundred and fifty three (57, 353) respondents from the selected academic libraries. The sample size of the study was 92 and questionnaires were used for data collection from different categories of users in the selected academic libraries. Validity and reliability of the instruments was done through content and expert analysis and Cronbach alpha respectively. Descriptive statistics method was used to analyze data. The findings of the study established that emotional intelligence is an important aspect in gauging users’ satisfaction and service delivery improvement in academic libraries. The study concluded that librarians should be astute in reading, analyzing and understanding people and situations in order to get headway on the best approach for adequate and effective influence. Therefore librarians should learn and apply emotional intelligence competencies in their service delivery. The study recommended that for the university libraries to influence the librarians’ emotional intelligence, the top management should send the librarians to seminars, workshops, training sessions, assign them mentors and encourage them to help with policy formulation.

Keywords : Perception, Emotional Intelligence, Emotions, Attitude, Social Skills, Communication Skills

DOI : 10.26761/IJRLS.6.2.2020.1344      DOI URL:


Cite This Article As: Chemulwo, M.J., Muthee, D.W. & Maina, C.K. (2020). Determining Users’ Perceptions of Librarians’ Emotional Intelligence at the  MOI University and United States International University Libraries. International Journal of Research in Library Science (IJRLS), 6(2) 128-137.

Copyright © 2020  Author(s) retain the copyright of this article. This article is published under the terms of the Creative Commons Attribution License 4.0.