Enhancing academic access: evaluating integrated ICT-based library services at IIT from users’ perspectives
Mohd Faizan, Shamim Aktar Munshi
Performance Measurement and Metrics, Vol. 26, No. 1, pp.49-70

The purpose of this study is to investigate the integrated ICT-based library services at the Indian Institute of Technology (IIT) from the users’ perspectives. By evaluating these services, the study seeks to know how ICT integration enhances academic access, user satisfaction and overall library functionality.

The research employed a survey approach with a questionnaire as the primary data collection tool, involving a sample of 277 participants, determined through the Cochran sample size formula, with a 95% confidence level and a ±5% margin of error, drawing upon 25% of the population using a stratified random sampling technique. The collected data were analyzed using SPSS software version 23, applying statistical tests including T-tests, ANOVA and multivariate MANOVA, along with Tukey’s post hoc analysis.

The findings revealed that the library is equipped with a state-of-the-art ICT infrastructure facility, which significantly impacts users’ academic performance. Research scholars (RS) perceived the highest impact with a mean score of 60.01, followed by postgraduates at 50.04 and undergraduates at 39.83. In terms of ICT-based library services, RS exhibit the highest usage. Additionally, the results indicate a high overall satisfaction level among users regarding library resources and services, with a mean satisfaction score of 4.10. However, 28.5% (N = 79) of respondents reported issue “in locating specific information.”

The study demonstrates how the integration of ICT can significantly enhance service delivery, support academic advancement and improve user satisfaction in an increasingly digital and networked environment. These findings and strategies are valuable for libraries around the world, providing a roadmap for using technology to satisfy their users’ changing requirements and encouraging an atmosphere of innovation and constant development for library services.

By focusing on user perspectives, the study provides actionable recommendations for library administrators and policymakers aiming to optimize library services in the digital age. The findings can serve as a benchmark for similar academic institutions striving to enhance academic access through technological advancements.