Evaluating the Impact of ICT on Library Services and User Satisfaction

A Case Study of IIT Roorkee and IIT BHU Libraries

Abstract

The purpose of this study is to examine and compare the usage patterns of ICT-driven library services among users of the IIT Roorkee and IIT BHU libraries. It also determines the impact related to ICT resources and services. Additionally, the research investigates the level of user satisfaction within both libraries and explores problems and issues encountered by users with some suggestive measures. The study adopted a survey method with a questionnaire as a tool for primary data collection, the sample size 278 for IIT Roorkee and 277 for IIT BHU taken based on the Cochran sample size calculator with a confidence level of 95% and a margin of error of ±5%, with a proportion of 25% of the population with a convenience sampling technique. The collected data was analysed by using Excel and SPSS software version 20. The results suggest that users at IIT Roorkee make greater use of ICT-based library services compared to their counterparts at IIT BHU (IIT Roorkee: Mean 48.17 and IIT BHU: Mean 44.91). Additionally, IIT Roorkee users report experiencing a more significant impact from ICT services than those at IIT BHU (IIT Roorkee: Mean 36.10 and IIT BHU: Mean 34.36). Furthermore, users at IIT Roorkee express higher satisfaction levels with their respective libraries in comparison to users at IIT BHU (IIT Roorkee: Mean 36.82 and IIT BHU: Mean 34.65). A common issue faced by users at both institutions, with IIT Roorkee at 30.2% (N=84) and IIT BHU at 38.6% (N=107), relates to difficulties in locating specific information. This issue is of primary concern due to its frequent occurrence.