Technology and Investment, 2021, 12, 217-239 https://www.scirp.org/journal/ti ISSN Online: 2150-4067 ISSN Print: 2150-4059 DOI: 10.4236/ti.2021.124013 Nov. 12, 2021 217 Technology and Investment Customer-Centric Service Provision in Academic Libraries in Universities: Systematic Literature Review Christine Mayende 1,2 , Fredrick Mzee Awuor 2 , Ben Namande 2 1 Faculty of Built Environment Library, University of Nairobi, Nairobi, Kenya 2 School of Information Science and Technology, Kisii University, Kisii, Kenya Abstract A customer-centered organization ensures that the needs of clients are at the focal point of all services offered in the organization and that the customer gets the best customer experience throughout the service. Research has shown that service institutions are deterred from offering customer-centric services due to issues relating to organizational culture, structure, processes, and fi- nancial metrics. This study explores strategies and mechanisms to support academic libraries towards achieving customer-centric service provision. In this regard, this study identifies three parameters and explores their role in delivering customer-centeredness in academic libraries, namely, access to li- brary services, staff responsiveness and organizational support. Findings of this study show that library customers wish for a relevant library collection, an available service, unlimited information access, spacious reading area, a conducive study environment, sufficient library equipment and supportive staff. Keywords Customer-Centric Services, Access to Library Services, Staff Responsiveness, Organizational Support, Customer Satisfaction 1. Background to the Study Academic libraries are established to provide relevant information to their clients to support learning, teaching and research functions of the universities in which the libraries are established. Pradhan and Mohanty (2016) noted that academic libraries are established to serve the University fraternity in provision, dissemination and preservation of knowledge to empower the university in car- How to cite this paper: Mayende, C., Awuor, F. M., & Namande, B. (2021). Cus- tomer-Centric Service Provision in Aca- demic Libraries in Universities: Systematic Literature Review. Technology and Invest- ment, 12, 217-239. https://doi.org/10.4236/ti.2021.124013 Received: September 20, 2021 Accepted: November 9, 2021 Published: November 12, 2021 Copyright © 2021 by author(s) and Scientific Research Publishing Inc. This work is licensed under the Creative Commons Attribution International License (CC BY 4.0). http://creativecommons.org/licenses/by/4.0/ Open Access