Abstract:
This article discusses salient features of a study carried out at Kenyatta University. The study
was aimed at investigating the relationship between gender and the cognitive factors that drove
postgraduate students to approach Post-modern library for seeking information. To attain this
objective, this study developed a theoretical framework which can be used by academic libraries as a
basis for implementing both digital and reference desk services that would meet dynamic user needs.
The study also investigated whether there were any gender differences through correlation coefficient
in the context of Expectancy Theory. The motivational process amongst the male and female
respondents was then examined to establish whether gender had any role to play in information-
seeking process. No gender differences were found by the study in the light of the variables used such
as interaction service quality, outcome (need satisfaction), service satisfaction, users’ performance
of service, past experience, expectancy, and effort. The major takeaway from the study is—there is
no need for libraries to develop/implement information services and systems on the basis of users’
gender. Gender has no role to play in cognitive factors.
