Users’ Satisfaction on the Online Services of Benguet State University - University Library and Information Services During the Pandemic
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Jun 28, 2024
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Abstract
The online services of academic libraries have made the library a one-stop center for the university's teaching, learning, and research activities during the pandemic. A library is functional if it can satisfy its users' information needs. This descriptive-survey study aimed to assess users' level of satisfaction on the online library services of Benguet State University during the Pandemic. The study focused on the undergraduate students of Benguet State University, La Trinidad, Benguet. Mean, rank, and one-way analysis of variance (ANOVA) were used to treat data. Results showed that the Benguet State University-University Library and Information Services online services, which are: online reference, electronic document delivery, information dissemination through Facebook, YouTube, WordPress, Online Public Access Catalog (OPAC), and online resources met the needs and expectations of its users during the Pandemic. When grouped in terms of college, significant differences were identified between the Online Reference Service and OPAC, with a particularly high significant difference noted for the Electronic Document Delivery Service.
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References
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Breeding, M. (2007). Next generation library catalogs. Library Technology Reports, 43(4): 5-14. https://bit.ly/3LvKqrn
Brown, C.C., & Meagher, E.S. (2008). Cataloging free e-resources: is it worth the investment? Interlending Doc. Supply, 36(3): 135-141. https://bit.ly/3yE9OI8
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Champaign Public Library. (2021). World Book Online. https://bit.ly/3sARGLk
Commission on Higher Education-Inter-agency Task Force. (2022). Guidelines on the nationwide implementation of alert level system for covid-19 response. https://bit.ly/39GIXRb
Clark, S. O. (2000). Fundamentals of library science. Warri: COEA Publishers.
Cornell University. (2017). The Essential Electronic Agricultural Library. https://bit.ly/37Sjsf7
Dekker, R., & Waaijer, L. (2001). Beyond the photocopy machine: document delivery in a hybrid library environment. Interlending & Document Supply, 29(2): 69-75. https://bit.ly/3y3kakl
Demir, F., & Parraci, W. (2018). The More Complex the Less Success in Online Library Services: Evaluating the User Experience for International Students. Issues and Trends in Educational Technology, 6(2): 50–64. https://bit.ly/3LvERJN
Dube, T.V. (2013). Challenges encountered by academic library staff regarding the processing of requested information resources. Library Philosophy and Practice (e-journal). https://bit.ly/3KOMUA1
Eje, O.C., & Dushu, T.Y. (2018). Transforming library and information services delivery using innovation technologies. In Library Philosophy and Practice (e-journal). https://bit.ly/3OPLatq
Ekere, J., Omekwu, C.O., & Nwoha, C.M. (2016). Users’ perception of the facilities, resources and services of the MTN digital library at the University of Nigeria. Library Philosophy and Practice (e-journal).https://bit.ly/3y0qd9d
Eserada, R. (2019). Use of online public access catalogue (OPAC) in selected university libraries in South Nigeria. Library Philosophy and Practice (e-journal). https://bit.ly/3FnqC7r
Fattahi, R. (1995). A comparison between the online catalogue and the card catalogue. Library Review, 44(2): 44 – 58.
Francoeur, S. (2001). An analytical survey of chat reference services. Reference Service Review, 29(3). https://bit.ly/3sCfM8x
Gohain, A. (2013). Use and Users Satisfaction on Online Public Access Catalogue (OPAC) Services among B.tech Students of School of Engineering in Tezpur University: A survey. Library Philosophy and Practice (e-journal). https://bit.ly/3MXNddx
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Kumar, S., & Vohra, R. (2013). User perception and use of OPAC: a comparison of three universities in Panjab region of India. The Electronic Library, 31(1): 36-54.
Li, L. (2014). Scholarly Information Discovery in the Networked Academic Learning Environment. Chandos Information Professional Series. https://bit.ly/3F4paGJ
Lippincott, J.K. (2010). A mobile future for academic libraries. Reference Services Review, 38(2): 205-213.
Morrupisi, L., & Mooko, N.P. (2006). Using the online public access catalogue at the University of Botswana. Information Development, 22(3): 197204. https://bit.ly/3LyVxzR
Muteshwa, A. (2004). Enhancing access through electronic resources: The university of Botswana experience. Library HiTech, 18(4); 315–320.
Nisha F., & Naushad, A. (2011). The application and use of library intranet services at the Indian Institute of Technology, Delhi. Library Philosophy and Practice. https://bit.ly/39oTVL3
Radford, M.L., Costello, L., & Montague, K. (2021). Surging virtual reference services covid-19 a game changer. College and Research Libraries News, 82(3): 106-113. https://bit.ly/3743NsO
Ray, K., & Day, J. (1998). Students’ attitudes toward electronic information resources. Information Research, 4(2). https://bit.ly/3PkxF5g
Reference and User Services Association. (2004). Guidelines for Behavioral Performance of Reference and Information Services Providers. https://bit.ly/3OLVNgY
Reference and User Services Association. (2017). Guidelines for Implementing and Maintaining Virtual Reference Services. https:// bit.ly/3vux9da
Rodrigues, M.C., & Mandrekar, B. (2021). Role of the Libraries in Providing Information and Changing Information-Seeking Behaviour of Students and Faculties during the Pandemic: A Study. Library Philosophy and Practice (e-journal).
Sadah, F. (2009). Application and Utility of OPAC in Maulana Azad Library, A.M.U., Aligarh. (PhD thesis). https://bit.ly/3F3dyUx
Shen, L., & Chen, I. (2014). Social presence: Communications in distance dissertation courses. Handbook of Research on Emerging Priorities and Trends in Distance Education: Communication, Pedagogy, and Technology, 169185. https://bit.ly/37NM6y8
Simmonds, P.L., & Andaleeb, S. (2001). Usage of Academic Libraries: The Role of Service Quality, Resources and User Characteristics. Library Trends. https://bit.ly/3MDLVEa
Stephen, G., & Murugan, M. (2015). Information Seeking Behaviour in Changing ICT Environment: A Study of Alagappa Chettiar College of Engineering and Technology, Tamilnadu. Handbook of Research on Inventive Digital Tools for Collection Management and Development in Modern Libraries. https://bit.ly/3s1lBfe
Sumadevi, S., & Kumbar, M. (2019). Use of Social Media to Promote Library Services in the Digital Age. https://bit.ly/3kr9xQl
Swaminathan, K.M. (2017). Use and Awareness of Online Public Access Catalogue (OPAC) by Students and Faculty members of Anna University Regional Campus, Coimbatore, Tamil Nadu – A Case Study. https://bit.ly/3y9fV73
Tella, A., Quardri, F., Bamidele, S.S., & Ajiboye, O.O. (2020). Resource Sharing: Vehicle for Effective Library Information Dissemination and Services in The Digital Age. Handbook of Research on Digital Devices for Inclusivity and Engagement in Libraries. https://bit.ly/3yk5XzR
Tiemo, P.A., & Ateboh, B.A. (2016). User’s satisfaction with library information resources and services: a case study college of health sciences library. Journal of Education and Practice, 7, 54-59.
Ugwu, C., & Orsu, E. (2012). Challenges of utilization of online information resources by undergraduate students: implications for information services. Library Philosophy and Practice https://bit.ly/3y9gait
Ukpebor, C.O. (2012). Restoring the Library OPAC towards Usability by Undergraduates Students of the University of Benin. International Journal of Science and Technology, 1(4), 184.
Wu, M., & Chen, S. (2012). How graduate students perceive, use, and manage electronic resources. Aslib Proceedings, 64(6), 641-652. https://doi:10.1108/00012531211281779
American Center. (2022). eLibraryUSA. https://bit.ly/3wbgFag
Bansod, B., & Kamble, A. (2012). Documents delivery services in India. Conference: Library a temple of learning and knowledge house. https://bit.ly/ 39fTq5J
Basic, J. (2017). Using User-Centered Design to Build a Library Website. https://bit.ly/3MHoIkE
Benguet State University -University Library and Information Services. (2021). Benguet State University Library and Information Services amidst pandemic. https://bit.ly/3F1S4Ye
Bhati, P., & Kumar, I. (2020). Role of Library Professionals in a Pandemic Situation Like COVID-19. International Journal of Library and Information Studies, 10(2). https://bit.ly/3krshz7
Breeding, M. (2007). Next generation library catalogs. Library Technology Reports, 43(4): 5-14. https://bit.ly/3LvKqrn
Brown, C.C., & Meagher, E.S. (2008). Cataloging free e-resources: is it worth the investment? Interlending Doc. Supply, 36(3): 135-141. https://bit.ly/3yE9OI8
Cabfilan, N.W. (2012). Customers’ satisfaction on the circulation, reference, online and instruction services at Benguet State University main library. Unpublished masters Thesis. Benguet State University. https://bit.ly/3s2Yq4a
Champaign Public Library. (2021). World Book Online. https://bit.ly/3sARGLk
Commission on Higher Education-Inter-agency Task Force. (2022). Guidelines on the nationwide implementation of alert level system for covid-19 response. https://bit.ly/39GIXRb
Clark, S. O. (2000). Fundamentals of library science. Warri: COEA Publishers.
Cornell University. (2017). The Essential Electronic Agricultural Library. https://bit.ly/37Sjsf7
Dekker, R., & Waaijer, L. (2001). Beyond the photocopy machine: document delivery in a hybrid library environment. Interlending & Document Supply, 29(2): 69-75. https://bit.ly/3y3kakl
Demir, F., & Parraci, W. (2018). The More Complex the Less Success in Online Library Services: Evaluating the User Experience for International Students. Issues and Trends in Educational Technology, 6(2): 50–64. https://bit.ly/3LvERJN
Dube, T.V. (2013). Challenges encountered by academic library staff regarding the processing of requested information resources. Library Philosophy and Practice (e-journal). https://bit.ly/3KOMUA1
Eje, O.C., & Dushu, T.Y. (2018). Transforming library and information services delivery using innovation technologies. In Library Philosophy and Practice (e-journal). https://bit.ly/3OPLatq
Ekere, J., Omekwu, C.O., & Nwoha, C.M. (2016). Users’ perception of the facilities, resources and services of the MTN digital library at the University of Nigeria. Library Philosophy and Practice (e-journal).https://bit.ly/3y0qd9d
Eserada, R. (2019). Use of online public access catalogue (OPAC) in selected university libraries in South Nigeria. Library Philosophy and Practice (e-journal). https://bit.ly/3FnqC7r
Fattahi, R. (1995). A comparison between the online catalogue and the card catalogue. Library Review, 44(2): 44 – 58.
Francoeur, S. (2001). An analytical survey of chat reference services. Reference Service Review, 29(3). https://bit.ly/3sCfM8x
Gohain, A. (2013). Use and Users Satisfaction on Online Public Access Catalogue (OPAC) Services among B.tech Students of School of Engineering in Tezpur University: A survey. Library Philosophy and Practice (e-journal). https://bit.ly/3MXNddx
Gupta, R.K., Gautam, J.N., & Khare, V.P. (2014). Awareness and use of social media applications among library staff of power sector organizations. Annals of Library and Information Studies, 61: 320-331.
Herald, D.T. (2004). Genreflecting: Readers Advisory. https://bit.ly/3ktKtYS
International Federation of Library Institutions. (2020). COVID-19 and the Global Library Field. https://bit.ly/3rYae7J
Iacobucci, D., Ostrom, A., & Grayson, K. (1995). Distinguishing service quality and customer satisfaction: the voice of the customer. Journal of Consumer Psychology, 4(3): 277-303.
Kalpana, C., & Komathy, M. (2012). An assessment of user satisfaction on library on library services: A case study of undergraduate Biology students at the university of Jaffna. Journal of the University Librarians Association, 16(1), 34-45.
Kemp, J.H., Ellis C.L., & Maloney, K. (2015). Standing by to help: transforming online reference with a proactive chat system. Jnr of academic librarianship, 41(6): 764-770.
Kumar, S., & Vohra, R. (2013). User perception and use of OPAC: a comparison of three universities in Panjab region of India. The Electronic Library, 31(1): 36-54.
Li, L. (2014). Scholarly Information Discovery in the Networked Academic Learning Environment. Chandos Information Professional Series. https://bit.ly/3F4paGJ
Lippincott, J.K. (2010). A mobile future for academic libraries. Reference Services Review, 38(2): 205-213.
Morrupisi, L., & Mooko, N.P. (2006). Using the online public access catalogue at the University of Botswana. Information Development, 22(3): 197204. https://bit.ly/3LyVxzR
Muteshwa, A. (2004). Enhancing access through electronic resources: The university of Botswana experience. Library HiTech, 18(4); 315–320.
Nisha F., & Naushad, A. (2011). The application and use of library intranet services at the Indian Institute of Technology, Delhi. Library Philosophy and Practice. https://bit.ly/39oTVL3
Radford, M.L., Costello, L., & Montague, K. (2021). Surging virtual reference services covid-19 a game changer. College and Research Libraries News, 82(3): 106-113. https://bit.ly/3743NsO
Ray, K., & Day, J. (1998). Students’ attitudes toward electronic information resources. Information Research, 4(2). https://bit.ly/3PkxF5g
Reference and User Services Association. (2004). Guidelines for Behavioral Performance of Reference and Information Services Providers. https://bit.ly/3OLVNgY
Reference and User Services Association. (2017). Guidelines for Implementing and Maintaining Virtual Reference Services. https:// bit.ly/3vux9da
Rodrigues, M.C., & Mandrekar, B. (2021). Role of the Libraries in Providing Information and Changing Information-Seeking Behaviour of Students and Faculties during the Pandemic: A Study. Library Philosophy and Practice (e-journal).
Sadah, F. (2009). Application and Utility of OPAC in Maulana Azad Library, A.M.U., Aligarh. (PhD thesis). https://bit.ly/3F3dyUx
Shen, L., & Chen, I. (2014). Social presence: Communications in distance dissertation courses. Handbook of Research on Emerging Priorities and Trends in Distance Education: Communication, Pedagogy, and Technology, 169185. https://bit.ly/37NM6y8
Simmonds, P.L., & Andaleeb, S. (2001). Usage of Academic Libraries: The Role of Service Quality, Resources and User Characteristics. Library Trends. https://bit.ly/3MDLVEa
Stephen, G., & Murugan, M. (2015). Information Seeking Behaviour in Changing ICT Environment: A Study of Alagappa Chettiar College of Engineering and Technology, Tamilnadu. Handbook of Research on Inventive Digital Tools for Collection Management and Development in Modern Libraries. https://bit.ly/3s1lBfe
Sumadevi, S., & Kumbar, M. (2019). Use of Social Media to Promote Library Services in the Digital Age. https://bit.ly/3kr9xQl
Swaminathan, K.M. (2017). Use and Awareness of Online Public Access Catalogue (OPAC) by Students and Faculty members of Anna University Regional Campus, Coimbatore, Tamil Nadu – A Case Study. https://bit.ly/3y9fV73
Tella, A., Quardri, F., Bamidele, S.S., & Ajiboye, O.O. (2020). Resource Sharing: Vehicle for Effective Library Information Dissemination and Services in The Digital Age. Handbook of Research on Digital Devices for Inclusivity and Engagement in Libraries. https://bit.ly/3yk5XzR
Tiemo, P.A., & Ateboh, B.A. (2016). User’s satisfaction with library information resources and services: a case study college of health sciences library. Journal of Education and Practice, 7, 54-59.
Ugwu, C., & Orsu, E. (2012). Challenges of utilization of online information resources by undergraduate students: implications for information services. Library Philosophy and Practice https://bit.ly/3y9gait
Ukpebor, C.O. (2012). Restoring the Library OPAC towards Usability by Undergraduates Students of the University of Benin. International Journal of Science and Technology, 1(4), 184.
Wu, M., & Chen, S. (2012). How graduate students perceive, use, and manage electronic resources. Aslib Proceedings, 64(6), 641-652. https://doi:10.1108/00012531211281779