Exploring user engagement with DRS in the federal university libraries in Northwest Nigeria: applying TPB & RUSA standards

Ismail Isa, Ibrahim and Md Nor, Nor Saadah and Sarif Abdullah, Sharifah Nur Amirah and Shah, Asadullah and Shehu, Habib (2025) Exploring user engagement with DRS in the federal university libraries in Northwest Nigeria: applying TPB & RUSA standards. In: 7th International Conference on Libraries (ICOL2025), 2025, Pulau Pinang, Malaysia.

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Abstract

This study explores user engagement with digital reference services in federal university libraries across Northwest Nigeria, applying the theory of planned behavior and aligning with reference and user services association, standards. Despite the growing adoption of DRS globally, libraries in the region face challenges such as poor ICT infrastructure, inadequate librarian competencies, and limited user awareness. The main research question investigates how factors like librarian skills, technological competence, complex tasks, and user attitudes influence satisfaction with DRS. A quantitative research design was employed, surveying 376 undergraduate and postgraduate students across eight federal universities using structured questionnaires. Data analyses via SPSS revealed that librarian communication, clarity in instruction, and digital tool navigation significantly affect user satisfaction. While users showed high confidence in using DRS and appreciated its accessibility, response delays and interface complexity remained barriers. The study extended TPB by integrating four new constructs: LibrarianSkills, Technological Competence, Complex Tasks, and User Attitude, providing a more nuanced understanding of digital engagement behaviors. Key findings highlight the importance of enhancing infrastructure, streamlining user interfaces, and integrating real-time support tools. Recommendations include continuous training for librarians, promotional campaigns for DRS, and implementation of feedback loops to drive iterative service improvement. Practical applications lie in using the extended TPB framework to guide DRS policy and design in academic libraries. Future research could focus on AI-powered DRS systems, cultural influences on user behavior, and longitudinal assessments of satisfaction trends.

Item Type:	Proceeding Paper (Other)
Additional Information:	9019/125203
Uncontrolled Keywords:	Digital Reference Services; User Satisfaction; Theory of Planned Behavior; Federal University Libraries;Librarian Skills; RUSA Standards
Subjects:	T Technology > T Technology (General) Z Bibliography. Library Science. Information Resources > Z665 Library Science. Information Science
Kulliyyahs/Centres/Divisions/Institutes (Can select more than one option. Press CONTROL button):	Kulliyyah of Information and Communication Technology > Department of Information System Kulliyyah of Information and Communication Technology > Department of Information System Kulliyyah of Information and Communication Technology > Department of Library & Information Science Kulliyyah of Information and Communication Technology > Department of Library & Information Science Kulliyyah of Information and Communication Technology Kulliyyah of Information and Communication Technology
Depositing User:	Nor Sa'adah Md. Nor
Date Deposited:	15 Dec 2025 10:10
Last Modified:	15 Dec 2025 10:59
Queue Number:	2025-12-Q553
URI:	http://irep.iium.edu.my/id/eprint/125203

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