Title: Library User Satisfaction with the Use of Digital Information Services in University of Ilorin Nigeria.
Author(s): Fausat Ayobami OYEWUMI, Benson OWEGBORO, Jacob Kehinde OPELE, Janet Oluseyi ADEWARA
Publication Year: 2020; Volume 15, Issue 1, pages 65-75

This study assessed library user satisfaction with the use of digital reference services at thernUniversity of Ilorin Nigeria. This study employed a survey design. Survey research is appliedrnmainly to examine the current practice of digital reference service without manipulating orrncontrolling the factors influencing these practices. The study population comprised ofrnundergraduates and postgraduate students at the University of Ilorin. This study adoptedrnsimple random sampling technique in selecting 406 library users across thirteen faculties ofrnthe university including College of health science faculty of agriculture faculty of arts facultyrnof communication and information sciences faculty of education faculty of engineering andrntechnology faculty of environmental science faculty of law faculty of management sciencernfaculty of pharmaceutical sciences faculty of physical science faculty of social science andrnfaculty of veterinary medicine for this research in ensuring equal representation of the samplernbeen selected and avoid been bias. The instrument for data collection was a structuredrnquestionnaire. The data collected was analyzed using descriptive statistics such as frequencyrncounts and percentage distribution. Findings revealed that the construct with the highestrnpercentage of frequently consulted on the university DRS was Face-to-face consultation withrnthe ICT librarians 31.5 followed by a consultation of Webform 21.1. The findingsrnrevealed that convenience 14.4 time-saving 13.3 and fast access to materials 13.2rnwere among the benefits of digital reference services. Furthermore the respondents were morernsatisfied with current information provision 97.3 accuracy 94.6 and courtesy ofrnlibrarians 92.8. It was concluded in this study that the majority of library users are awarernof the existence of digital reference services at the University of Ilorin library. It wasrnrecommended that the library should use the latest formats of digital reference services suchrnas online chat reference video conferencing and collaborative DRS to encourage regular usernof the librarys digital information resources and services.