The impact of digital transformation on the satisfaction of circulation service users at the University of Bengkulu Library
Abstract
Introduction. This study evaluates user satisfaction with circulation services at the University of Bengkulu Library after the COVID-19 pandemic. The paper aims to understand how technology-based circulation services meet the needs of library users.
Research methods. A quantitative approach was adopted by collecting data from 254 valid online questionnaires from active students at the University of Bengkulu. The research instrument integrates the modified LibQUAL+ and End-User Computing Satisfaction (EUCS) models.
Data analysis. Data were analyzed using descriptive statistics (mean, standard deviation) and inferential statistics, specifically one-way ANOVA, to assess the influence of demographic variables.
Result. The analysis results revealed overall user satisfaction with circulation services in the high category, despite a significant decline in post-pandemic physical book lending transactions. The four dimensions of measurement indicate a high level of satisfaction. However, there is a discrepancy between the information listed on the OPAC and the physical location of the collection, which suggests the need for better guidance in the search and organization of the collection.
Conclusion. Integrating the LibQUAL+ and EUCS models has proven effective in evaluating technology-based circulation services. EUCS dimensions, such as Access and Ease of Use, are particularly relevant for measuring performance and aligning the accuracy of OPAC information and physical storage locations.
References
Ahammad, N., Bahri, F. D. S., & Husaini, H. (2024). Exploring the open-source impact on Bangladesh academic library service sustainability. Journal of Information, Communication and Ethics in Society, 22(4), 478–493. https://doi.org/10.1108/JICES-06-2024-0080
Amadi, E. (2024). Utilization of online public access catalogue (OPAC) as a retrieval tool for information resources in some selected university libraries in South Nigeria. Repository.mouau.edu.ng: https://repository.mouau.edu.ng/work/view/utilization-of-online-public-access-catalogue-opac-as-a-retrieval-tool-for-information-resources-in-some-selected-university-libraries-in-south-south-nigeria-amadi-edward-7-2
Baharuddin, N. S., & Rosman, M. R. M. (2020). Factors affecting the usage of library e-services in the aftermath of COVID-19 Pandemic. Academic Journal of Business and Social Sciences, 4(1), 1–14.
Bakar, Z. A., Anuar, N., Osman, H., Idris, A. S., Ani, R., & Ismail, N. K. (2020). Measuring end-user computing satisfaction (EUCS) on the automated examination invigilation system (EIS). International Journal of Engineering Trends and Technology, 1, 39-43 https://doi.org/ 10.14445/22315381/CATI1P207
Chang, H.-P., & Fong, S.-P. (2024). Implementation and evaluation of an editable graphically displayed book-searching system for libraries. Journal of Ambient Intelligence and Humanized Computing, 15(3), 1949–1959. https://doi.org/10.1007/s12652-017-0618-x
Cook, C., & Thompson, B. (2001). Psychometric properties of scores from the web-based LibQUAL+ study of perceptions of library service quality. Library Trends, 49(4), 585-604.
Doll, W. J., & Torkzadeh, G. (1988). The measurement of end-user computing satisfaction. MIS Quarterly, 12(2), 259–274.
Dube, T. V. (2021). The conceptualization of processes for handling online requests of information resources in academic libraries in South Africa: Experience from an Open Distance e-Learning (ODeL) environment. Journal of Library & Information Services in Distance Learning, 15(1), 68–81. https://doi.org/10.1080/1533290X.2021.1880526
Fagan, J. C. (2014). The dimensions of library service quality: A confirmatory factor analysis of the LibQUAL+ instrument. Library & Information Science Research, 36(1), 36–48. https://doi.org/10.1016/j.lisr.2013.10.003
Gilbert, C. (2023). Collection management in the cloud: A guide for using cloud computing technologies in libraries. Journal of the Australian Library and Information Association, 72(2), 207–208. https://doi.org/10.1080/24750158.2023.2205558
Gillum, S. (2024). The changing face of public services in health sciences libraries post-pandemic. Medical Reference Services Quarterly, 43(2), 152–163. https://doi.org/10.1080/02763869.2024.2330244
Habiburrahman, & Erlianti, G. (2020). The Evaluation of Library Service Quality in LibQUAL+ Dimension Based on Users’ Gender. [Paper presentation]. Proceedings of the 4th International Conference on Language, Literature, Culture, and Education (ICOLLITE 2020). https://doi.org/10.2991/assehr.k.201215.041
Hamid, A., & Hayatu, M. M. (2021). Challenges of Effective of Circulation Services in Academic Library: A Case Study of Muhammadu Wabi Library, Federal Polytechnic Bauchi. 3960609. https://papers.ssrn.com/abstract=3960609
Hanesya, A. F., Marchianti, A. C. N., & Bukhori, S. (2021). Evaluation of the hospital information system (HIS ) using EUCS and PIECES methods on the medical record section of RSUD dr. Haryoto Lumajang. IJCONSIST JOURNALS, 3(1), 13-20. https://doi.org/10.33005/ijconsist.v3i1.57.
Harmon, D. J., Attardi, S. M., Barremkala, M., Bentley, D. C., Brown, K. M., Dennis, J. F., Goldman, H. M., Harrell, K. M., Klein, B. A., & Ramnanan, C. J. (2021). An analysis of anatomy education before and during Covid‐19: May–August 2020. Anatomical Sciences Education, 14(2), 132–147.
Hidayah, N. A., Fetrina, E., & Taufan, A. Z. (2020). Model satisfaction users measurement of academic information system using end-user computing satisfaction (EUCS) method. Applied Information System and Management (AISM), 3(2), 119-123. https://doi.org/10.15408/aism.v3i2.14516.
Ip, R. K. F., & Wagner, C. (2020). LibQual+® as a predictor of library success: Extracting new meaning through structured equation modeling. The Journal of Academic Librarianship, 46(2), 102102. https://doi.org/10.1016/j.acalib.2019.102102
Iqbal, A., & Hussain Asad, I. (2023). Mapping library users’ loyalty through LibQUAL +: mediating role of users’ satisfaction. Journal of Library Administration, 63(3), 402–420. https://doi.org/10.1080/01930826.2023.2177930
Jain, P., Verma, R., Kar, D. C., Wadhwa, N., & Verma, S. K. (2020). Evaluation of Library Websites of IITs in India based on Kano’s Model-A Preliminary Study. Journal of Science and Technology Metrics, 1(1), 1-10. https://doi.org/ 10.6025/jstm/2020/1/1/1-10
Koos, J. A., Scheinfeld ,Laurel, & Larson, C. (2021). Pandemic-proofing your library: Disaster response and lessons learned from COVID-19. Medical Reference Services Quarterly, 40(1), 67–78. https://doi.org/10.1080/02763869.2021.1873624
Liu, H. (2020). Research on digital humanities education practice and library support strategies in universities. In 6th International Conference on Humanities and Social Science Research (ICHSSR 2020) (pp. 107-110). Atlantis Press.
Lloyd, J. K., Alpi, K. M., Hoogland, M. A., Stephenson, P. L., & Meyer, E. (2022). Interlibrary loan and document delivery in North American health sciences libraries during the early months of the COVID-19 pandemic. Journal of the Medical Library Association, 110(3), 348-357. https://doi.org/10.5195/jmla.2022.1452.
Malik, S. A., Fatima, T., Jia, Y., & Pannu, H. (2023). The influence of library service quality, library image, place, personal control and trust on loyalty: The mediating role of perceived service value and satisfaction. International Journal of Quality & Reliability Management, 41(4), 1111–1129. https://doi.org/10.1108/IJQRM-05-2023-0167
Mamta, & Kumar, V. (2024). A systematic review of library service quality studies: Models, dimensions, research populations and methods. Journal of Librarianship and Information Science, 56(2), 534–546. https://doi.org/10.1177/09610006221148190
McMenemy, D., Robinson, E., & Ruthven, I. (2023). The impact of COVID-19 lockdowns on public libraries in the UK: Findings from a National Study. Public Library Quarterly, 42(1), 92-110
Mugheri, S., Rahoo, L. A., & Asif, M. (2022). Comparative study of users’ satisfaction with web OPACs of public and private sector university libraries in Lahore, Pakistan. Library Philosophy and Practice (e-journal). 6875. https://digitalcommons.unl.edu/libphilprac/6875
Mugheri, S., Rahoo, L. A., Asif, M., & Sahito, Z. H. (2022). Web OPAC services and barriers users’ face while searching information in public and private sector university libraries in Pakistan. Library Philosophy and Practice (e-Journal), 7037. [1-21]. https://digitalcommons.unl.edu/libphilprac/7037
Mustapha, A., & Muhammad, I. (2023). Awareness and perception of library users towards the use of online public access catalogue (OPAC) in Bayero University, Kano, Library. Library Philosophy and Practice (e-journal). 7543. [1-20]. https://digitalcommons.unl.edu/libphilprac/7543.
Nkwor, C. C. (2017). Circulation services in Festus Aghagbo Nwako Library: Issues and challenges. Library Research Journal, 2(1), 122–129.
Nugraha, A. F., Pratama, A., & Faroqi, A. (2024). Evaluasi kepuasan pengguna aplikasi KAI access menggunakan model end user computing satisfaction (EUCS). Jurnal Publikasi Sistem Informasi dan Manajemen Bisnis, 3(2), 31–41. https://doi.org/10.55606/jupsim.v3i2.2717
Omotayo, F. O., & Haliru, A. (2020). Perception of task-technology fit of digital library among undergraduates in selected universities in Nigeria. The Journal of Academic Librarianship, 46(1), 1-10. https://doi.org/10.1016/j.acalib.2019.102097
Padalia, A., & Natsir, T. (2022). End-user computing satisfaction (EUCS) model: implementation of learning management system (LMS) on students satisfaction at universities. International Journal of Environment, Engineering and Education, 4(3), 100-107. https://doi.org/10.55151/ijeedu.v4i3.72
Parhamnia, F. (2022). Investigating mobile acceptance in academic library services based on Unified Theory of Acceptance and Use of Technology Model (UTAUT-2). The Journal of Academic Librarianship, 48(5), 1-12. https://doi.org/10.1016/j.acalib.2022.102570.
Pratomo, A. B., Harahap, M. A. K., Oswari, T., Akhirianto, P. M., & Widarman, A. (2023). The application of end user computing satisfaction (EUCS) to analyze the satisfaction of MyPertamina user. Jurnal Sistim Informasi Dan Teknologi, 78–83. https://doi.org/10.37034/jsisfotek.v5i1.205
Radford, M. L., Connaway, L. S., & Mikitish, S. (2017). Crowdsourced Reference: Steering into Uncharted Waters? [Paper presentation]. ACRL 18th National Conference, "At the Helm", http://hdl.handle.net/11213/17727
Rafiq, M., Batool, S. H., Ali, A. F., & Ullah, M. (2021). University libraries response to COVID-19 pandemic: A developing country perspective. The Journal of Academic Librarianship, 47(1), 102280. https://doi.org/10.1016/j.acalib.2020.102280
Saufa, A. F. (2023). Quantitative representation of school library service quality in Yogyakarta: Evaluation using Libqual +TM method. Library Management, 44(6/7), 426–436. https://doi.org/10.1108/LM-04-2023-0027
Soares-Silva, D., de Moraes, G. H. S. M., Cappellozza, A., & Morini, C. (2020). Explaining library user loyalty through perceived service quality: What is wrong? Journal of the Association for Information Science and Technology, 71(8), 954–967. https://doi.org/10.1002/asi.24313
Sudirjo, F., Ekasari, S., Hendayani, N., Dharmawan, D., & Launtu, A. (2024). Application of the end user computing satisfaction method to analyze user satisfaction toward the quality of mobile banking services. Jurnal Informasi Dan Teknologi, 6(1) 150–154. https://doi.org/10.60083/jidt.v6i1.490
Tan, T.-S., Chen, T.-L., & Yang, P. H. (2017). User satisfaction and loyalty in a public library setting. Social Behavior and Personality: An International Journal, 45(5), 741–756. https://doi.org/10.2224/sbp.5999
U Jolly, V., & A, T. (2020). A comparative study of service quality and user assessment among the autonomous colleges of thrissur district using LibQUAL ® Tool—ProQuest. Library Philosophy and Practice. Link mophon cek kembali, bukan dari Proquest
Way, D. (2017). Transforming monograph collections with a model of collections as a service. Portal: Libraries and the Academy, 17(2), 283–294.
Wheeler, T. R., Delgado, D., Albert, P. J., Ben Maamar, S., & Oxley, P. R. (2022). Transforming and extending library services by embracing technology and collaborations: A case study. Health Information & Libraries Journal, 39(3), 294–298. https://doi.org/10.1111/hir.12439
Wijaya, F., Solikhatin, S. A., & Tahyudin, cImam. (2021). Analysis of end-user satisfaction of zoom application for online lectures. 2021 3rd East Indonesia Conference on Computer and Information Technology (EIConCIT), 348–353. https://doi.org/10.1109/EIConCIT50028.2021.9431903
Yulianti, S., & Widayanti, R. (2024). Pengukuran tingkat kepuasan pengguna e-learning menggunakan model end user computing satisfaction (EUCS) di Universitas Esa Unggul. IKRA-ITH Teknologi Jurnal Sains Dan Teknologi, 8(3), 1-10. https://doi.org/10.37817/ikraith-teknologi.v8i3.4160
Zulfiqar, A., & Khalid, A. (2024). When library cares: Mining insights from LibQUAL+ to determine university students’ priorities. Performance Measurement and Metrics, 25(3/4), 143–161. https://doi.org/10.1108/PMM-11-2022-0037
Copyright (c) 2025 Berkala Ilmu Perpustakaan dan Informasi
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Berkala Ilmu Perpustakaan dan Informasi is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
- Articles published in Berkala Ilmu Perpustakaan dan Informasi are licensed under a Creative Commons Attribution-ShareAlike 4.0 International license. You are free to copy, transform, or redistribute articles for any lawful purpose in any medium, provided you give appropriate credit to the original author(s) and Berkala Ilmu Perpustakaan dan Informasi, link to the license, indicate if changes were made, and redistribute any derivative work under the same license.
- Copyright on articles is retained by the respective author(s), without restrictions. A non-exclusive license is granted to Berkala Ilmu Perpustakaan dan Informasi to publish the article and identify itself as its original publisher, along with the commercial right to include the article in a hardcopy issue for sale to libraries and individuals.
- By publishing in Berkala Ilmu Perpustakaan dan Informasi, authors grant any third party the right to use their article to the extent provided by the Creative Commons Attribution-ShareAlike 4.0 International license.
