Determinants of e-library services’ use among university students: A study of John Harris Library, University of Benin, Nigeria

Abstract

Provision of e-services in Nigerian academic libraries has been around for some time. However, while studies of user satisfaction with traditional modes of library services in these libraries are countless, those focusing specifically on user satisfaction with their e-services are rare. This study therefore investigated the factors that determine students’ use of and satisfaction with the e-services sponsored by a multinational telecommunication firm in a Nigerian university library. The design for the study was both quantitative and qualitative, involving a multistage sampling technique. A questionnaire was used to sample 400 registered students of the library, while 40 students who are non-users of the library’s e-services were interviewed. The 382 valid responses were analysed statistically while the interview responses were analysed thematically. The study found that among those who use the e-services, their level of use was significantly predicted by all the examined e-library service factors (system quality, service quality and information quality), e-library environment, students’ gender, computer/IT self-efficacy and satisfaction with e-services. However, students who were not using the e-services mentioned the following factors, amongst several others, as responsible: lack of awareness of the services, inadequately skilled ICT manpower to support users, absence of user training, inadequate ICT infrastructures including inadequate Internet access and unreliable campus network. Needed to boost the use of and user satisfaction with the e-services are attention to the services, these resource availability factors and the investigated service delivery factors.

Interface Effectiveness (IE), Confidence in System (CS), Effectiveness of Use (EU) and Demographic Elements towards Intention to Use Pustaka Negeri Sarawak e-Services (LIBRARY -SERVICES)

“…Several researchers had identified the determinants of intention to use the online library, including factors such as service quality, information quality, system quality, and previous experience. Umukoro and Tiamiyu, M.A. (2016) revealed the relatively positive significance towards the use of e-library services.…”

“…The technology advancement continues to affect various aspects of human society, and more organisations are utilising the Web, internet, and other ICTs (information and communication technologies) as effective media of service provision and delivery (Umukoro & Tiamiyu, M.A., 2016) as well as the education sector. The introduction of the internet has revolutionised the approach in learning, including transforming the processes of acquiring information and disseminating the knowledge.…”

Provision and Awareness of Digital Library Resources in a Multi-Mode University: Perspectives of Distance Learners and Librarians.

“…Despite this knowledge, it appears that little is being done to promote digital libraries in the African context, with dire effects on distance learners. Umukoro and Tiamiyu (2017) identified lack of awareness as a major factor for the non-use of elibrary services among non-library users of the University of Ibadan in Nigeria. The implication of this was that quality information services such as online catalogues are left unused while less quality web-based alternatives are resorted to by students.…”

“…These brands promote these digital libraries and eventually make them successful (Calhoun, 2014:164). The importance of creating awareness of digital library resources cannot be overstated; it is a critical factor for digital library success (Lagzian et al, 2015;Umukoro & Tiamiyu, 2017). Despite this knowledge, it appears that little is being done to promote digital libraries in the African context, with dire effects on distance learners.…”

The role of product development practices on new product performance: Evidence from Nigeria's financial services providers

“…High adoption is due to customer satisfaction with the product. However, Umukoro and Tiamiyu (2017) warn that in the context of e-services, the absence of better alternatives may increase use without necessarily translating into customer satisfaction. One way of ensuring customer satisfaction is for FSPs to define a product value proposition in ways that address customer needs ( David-West et al., 2019b , 2017 ; Mbiti and Weil, 2013 ).…”