USERS PERCEPTIONS ON FACTORS INFLUENCING THE USAGE OF DIGITAL LIBRARY SERVICES BY ALOTAIBI, SAQAR MOISAN F A dissertation submitted in fulfilment of t

النسخ

1 USERS PERCEPTIONS ON FACTORS INFLUENCING THE USAGE OF DIGITAL LIBRARY SERVICES BY ALOTAIBI, SAQAR MOISAN F A dissertation submitted in fulfilment of the requirement for the degree of Doctor of Philosophy in Library and Information Science Kulliyyah of Information and Communication Technology International Islamic University Malaysia JANUARY 2016

2 ABSTRACT Nowadays the use of digital libraries for research and other academic purposes nowadays is almost compulsory for postgraduate students of all disciplines. This has resulted into the establishment of digital libraries in many private and public institutions of higher learning, to assist students, academic staff, and various researchers seek relevant information from different parts of the world without having to travel. The digital materials and contents support learning and knowledge transfer. Thus, they boosts academic and research activities through online-databases across the globe. In line with this, the present study is an attempt to investigate users perceptions of the factors influencing the usage of digital library services. The literature on digital library services focused on the dimensions of service quality and usability factors in isolation. This current study combines the factors of the two dimensions to explore their influence on the use of digital library services by the postgraduate students at the International Islamic University Malaysian (IIUM). The study proposes a combined model of Digital Library Use (DLU). The model was analysed using exploratory factor analysis (EFA), partial least squares (PLS), confirmatory factor analysis (CFA), and structural equation modelling (SEM). The data were collected using an online-based survey, which was conducted between November December A total of 703 usable responses were received. The results of the combined DLU model suggest that service quality and usability are the two significant dimensions influencing the use of digital libraries among postgraduate students. The service quality dimension is measured by service reliability, assurance, and responsiveness factors. The service usability dimension is measured by service efficiency, satisfaction, and effectiveness. Therefore, the DLU model confirms that improving the quality of these dimensional factors could increase the use of the digital library services by the users. Theoretically, this study provides a novel contribution in understanding users perceptions of the factors influencing the usage of digital library services for research and/or academic activities. So, the present study fills up this gap in the literature, and the study could be used as a basis to understand the combined influence of the service quality and usability dimensions when evaluating digital library usage from the users perspective. Empirically, this study employs several statistical analyses such as (t-test, ANOVA, EFA, PLS, CFA, and SEM) to develop new instruments and to validate a model for digital library services from the view point of the users. In practice, the findings of this study could assist digital libraries explorers such as universities, governments, and private organisations in evaluating the quality and performance of the services they provide. Furthermore, it could guide digital library designers and/or developers in creating better systems to enhance the quality of the existing to meet the ones in order to meet the requirements and expectations of both owners and users. ii

3 ملخص البحث ABSTRACT IN ARAB تستخدم ادلكتبات الرقمية يف الوقت احلاضر لألغراض البحثية واألكادميية األخرى إلزامي تقريبا لطالب الدراسات العليا يف مجيع التخصصات. وقد أدى ىذا إىل إنشاء ادلكتبات الرقمية يف العديد من ادلؤسسات اخلاصة والعامة للتعليم العايل دلساعدة الطالب واألكادمييني والباحثني عن ادلعلومات واحلصول عليها من خمتلف أحناء العامل دون احلاجة إىل السفر. ومن ادلعلوم ان ادلواد الرقمية وحمتوياهتا تدعم التعلم ونقل ادلعرفة. وبالتايل فإهنا تعزز األنشطة األكادميية والبحثية من خالل قواعد البيانات يف مجيع أحناء العامل. ومتاشيا مع ىذا تقوم ىذه الدراسة مبحاولة للتحقق من فهم ادلستخدمني للعوامل اليت تؤثر على استخدام خدمات ادلكتبة الرقمية وقد ركزت الدراسة على خدمات ادلكتبة الرقمية وعلى أبعاد عوامل اجلودة وسهولة استخدام اخلدمة كال على حده. وقامت الدراسة احلاليةعلى اجلمع بني عوامل البعدينومها اجلودة وسهولة استخدام اخلدمة وذلك الستكشاف تأثريهم على االستفادة من خدمات ادلكتبة الرقمية من قبل طلبة الدراسات العليا يف اجلامعة اإلسالمية العادلية ادلاليزية.)IIUM( وتقرتح ىذه الدراسة منوذج مشرتك الستخدام ادلكتبة الرقمية.)DLU( وقد مت حتليل نظرية ىذا البحث باستخدام التحليل العاملي اإلستكشايف )EFA( طريقة ادلربعات الصغرى اجلزئية) PLS ( التحليل العاملي التوكيدي )CFA( والنمذجة باستعمال ادلعادالت البنائية.)SEM( وقد مت مجع البيانات من خالل استبيان على شبكة االنرتنت بني شهري نوفمرب - ديسمرب ومت مجع 703 استبانة صاحلو للتحليل. ومت احلصول على نتائج نظرية البحث مجيعها تشري اىل ان جودة خدمات ادلكتبة الرقمية وسهولة استخدامها مها بعدين يؤثران على استخدام ادلكتبة الرقمية بني طالب الدراسات العليا. وقد مت قياس بعد اجلودة من خالل عوامل الدقة و التوكيد واالستجابة. وقد مت قياس بعد سهولة االستخدام من خالل عوامل كفاءة اخلدمة ورضاء ادلستخدم و الفاعلية. ولذلك فإن نظرية ىذا البحث تؤكد على أن حتسني نوعية ىذه العوامل لألبعاد ميكن أن يزيد من االستفادة من خدمات ادلكتبة الرقمية من قبل ادلستخدمني. من الناحية النظرية فإن ىذه الدراسة مسامهة جديدة يف فهم تصورات ادلستخدمني للعوامل اليت تؤثر على استخدام خدمات ادلكتبة الرقمية للبحث أو األنشطة األكادميية. لذا فإن الدراسة احلالية متأل ىذه الفجوة يف ادبيات ادلوضوع وميكن أن تستخدم ىذه الدراسة كأساس لفهم التأثري ادلشرتك جلودة اخلدمة و بعد سهولة االستخدام عند تقييم استخدام ادلكتبة الرقمية من وجهة نظر ادلستخدمني. ومن الناحية التجريبية استخدمت ىذه الدراسة عدة حتليالت إحصائية مثل ( t-test PLS EFA ANOVA )SEM CFA وذلك لتطوير أدوات جديدة وللتحقق من صحة منوذج خدمات ادلكتبة الرقمية من وجهة نظر ادلستخدمني. يف الواقع ميكن للنتائج اليت توصلت إليها ىذه الدراسة ان تساعد القائمني على ادلكتبات الرقمية مثل اجلامعات واحلكوماتوادلنظمات يف تقييم نوعية وأداء اخلدمات اليت تقدمها. وعالوة على ذلك فإنو ميكن أن توجو مصممني ادلكتبات الرقمية أو ادلطورين يف إنشاء نظم أفضل لتحسني نوعية اجلودة وسهولة االستخدام و تلبية احتياجات وتطلعاتكل من القائمني على ادلكتبات الرقميةوادلستخدمني. iii

4 APPROVAL PAGE The dissertation of Alotaibi, Saqar Moisan Fadi has been approved by the following: Yushiana Mansor Supervisor Wan Ali Wan Mamat Internal Examiner Aliza Ismail External Examiner Shaheen Majid External Examiner Chairman iv

5 DECLARATION I hereby declare that this dissertation is the result of my own investigations, except where otherwise stated. I also declare that it has not been previously or concurrently submitted as whole for any other degree at the IIUM or other institutions. Alotaibi, Saqar Moisan F Signature... Date.... v

6 COPYRIGHT PAGE INTERNATIONAL ISLAMIC UNIVERSITY MALAYSIA DECLARATION OF COPYRIGHT AND AFFIRMATION OF FAIR USE OF UNPUBLISHED RESEARCH USERS PERCEPTIONS OF THE FACTORS INFLUENCING THE USAGE OF DIGITAL LIBRARY SERVICES I declare that the copyright holder of this dissertation are jointly owned by the student and IIUM. Copyright 2016 Alotaibi, Saqar Moisan F and International Islamic University Malaysia. All rights reserved. No part of this unpublished research may be reproduced, stored in a retrieval system, or transmitted, in any form or by any means, electronic, mechanical, photocopying, recording or otherwise without prior written permission of the copyright holder except as provided below 1. Any material contained in or derived from this unpublished research may be used by others in their writing with due acknowledgement. 2. IIUM or its library will have the right to make and transmit copies (print or electronic) for institutional and academic purposes. 3. The IIUM library will have the right to make, store in a retrieved system and supply copies of this unpublished research if requested by other universities and research libraries. By signing this form, I acknowledged that I have read and understand the IIUM Intellectual Property Right and Commercialization policy. Affirmed by Alotaibi, Saqar Moisan F..... Signature.. Date vi

7 DEDICATION I dedicate this dissertation work to two people who will forever will remain in my heart: My beloved parents Moisan Fadi Alotaibi and Haifa Obaid Alotaibi for opening my eyes to the world and instilling the importance of hard work and sense of humility in life. "My Lord! Have mercy on them both, the way they nursed me when I was young" (Qur an: Bani Israel, 17:24). vii

8 ACKNOWLEDGEMENTS Thanks to the Almighty, Allah, for blessing me with health and knowledge to complete this research work against many odds. I would like to express my sincere gratitude to my supervisor, Associate Professor Dr. Yushiana Mansor for her encouragement, guidance and patience throughout my graduate study. Her originality and enthusiasm for scientific research set a great role model for me. I have learned a great deal from her extensive knowledge in research design and methodology, as well as her brilliant and creative ideas. She has taught me innumerable lessons and insights of academic research in general. I am sure I will utilise the benefits of this experience throughout my whole life. My thanks also go to the staff of the Department of Library and Information Science at the International Islamic University Malaysia. I would like to extend my sincere appreciation to all my family members, friends from all parts of the world, and my colleagues at the International Islamic University Malaysia in particular, for their tremendous assistance rendered to me in one way or another during the process of my study. My sincere appreciation also goes to my brothers, mentors, and lecturers; Dr. Mohammed Mubarak Al Lahibi, Dr. Mohammed Ahmed Ba Sager, Dr. Huda Alami Skaik, Ezzat Abdulaziz Mansor, Ackim Nkhoma, and Abdullah Helal Alotaibi, for providing me with the necessary support and advice during all these years of my graduate study. To my beloved parents I would like to express my deeper gratitude and thanks for their insightful prayers, training, and guidance throughout my life. To them I feel heavily indebted and I deeply thank them for their help and encouragement, without which this study would have been impossible to undertake. Finally, I reserve my special thanks for my wife and my little daughter who endured living away from me for the whole period of my studies. I pray to the Almighty, Allah, to bless you for the unequivocal love, understanding, and support rendered to me while I was turning this chapter of my life. viii

9 TABLE OF CONTENTS Abstract... ii Abstract in Arabic... iii Approval Page... iv Declaration... v Copyright page... vi Dedication... vii Acknowledgements... viii List of Tables... xii List of Figures... xiv CHAPTER ONE: INTRODUCTION Introduction Iium Digital Library Services List of the IIUM Digital Library Services IIUM Digital Library Membership Privileges IIUM Digital Library Summary of Access Problem Statement Research Objectives Research Questions Proposed Research Model Research Significance Scope and Limitations Definition of Terms Thesis Organisation CHAPTER TWO: LITERATUREREVIEW Introduction Brief History of Digital Libraries Some Distinctions between Digital and Traditional Libraries Usability Dimension Measuring Service Usability Quality Dimension Service Quality Overview Service Quality Research in Digital Environment Measuring Service Quality User Perceptions of Service Quality Use Dimension Research Gap User Perspective Multiple Dimensions Digital Library Types Chapter Summary ix

10 CHAPTER THREE: RESEARCH METHODOLOGY Introduction Research Design Research Methodology Research Instrument Development Population And Sampling Techniques Research Population and Sample Size Data Collection Method Data Collection Procedure Data Analysis Method Data Screening Descriptive Analysis Exploratory Factor Analysis Partial Least Square Analysis Confirmatory Factor Analysis Structural Equation Modelling Chapter Summary CHAPTER FOUR: DATA ANALYSIS Introduction Reliability Analysis Descriptive Data Analysis Digital Library Frequency of Use Demographic Variables Differences Gender Age Groups Study Level Field of Study Extent of Digital Library Services Use Digital Library Use among Demographic Variables Relationships between Demographic Variables and Digital Library Use Partial Least Squares (PLS) DLS Quality Dimension DLS Usability Dimension Confirmatory Factor Analysis (CFA) Measurement Model of Reliability Measurement Model of Assurance Measurement Model of Responsiveness Measurement Model of Efficiency Measurement Model of Satisfaction Measurement Model of Effectiveness Measurement Model of Digital Library Use Structural Equation Model (SEM) Digital Library Service Quality Model Digital Library Usability Model Combined Digital Library Use Model The Revised Digital Library Use Model Chapter Summary x

11 CHAPTER FIVE: DISCUSSION OF THE FINDINGS Introduction Discussion Service Quality Factors Usability Dimension Digital Library Use CHAPTER SIX: CONCLUSION Introduction Contributions Theoretical Contribution Empirical Contribution Practical Contribution Implications Limitations Future Research BIBLIOGRAPHY APPENDIX A RESEARCH INSTRUMENT APPENDIX B APPENDIX C APPENDIX D xi

12 LIST OF TABLES Table 1.1 IIUM Digital library collections and types 7 Table 2.1 Attributes of Usability (Source: Lamb, 1995) 30 Table 2.2 Summary of Digital Library Usability Studies (from ) 35 Table 2.3 Related studies and criteria for digital library evaluation 60 Table 3.1 Research approaches (adapted from Chen & Hirschheim, 2004; Ghandour, 2010) 75 Table 3.2 Research instrument items and their sources 81 Table 3.3 A conclusion of the needed sample size 87 Table 3.4 Fit statistics for CFA & SEM (Schumacker & Lomax, 2004) 103 Table 4.1 Reliability Test Results for Digital Library Service Quality and Usability Questionnaire 108 Table 4.2 Descriptive Analysis for Respondents Profile (n=703) 109 Table 4.3 One-sample t-test for digital library use (N=703) 110 Table 4.4 Table 4.5 Table 4.6 Table 4.7 Table 4.8 Independent sample t-test for gender differences in terms of digital library services use 111 One-Way ANOVA and Post Hoc with Scheffe test for age differences in terms of digital library services use 112 Independent sample t-test for Master and PhD students in terms of digital library services use 112 One-Way ANOVA and Post Hoc with Scheffe showing differences among Kulliyah in terms of digital library services use 113 Chi square test between users and non-users of digital library service (N=703) 114 Table 4.9 Crosstabulation showing type of services by gender (N= 703) 115 Table 4.10 Crosstabulation showing type of services by age (N= 703) 116 Table 4.11 Cross tabulation showing type of services by study level 117 Table 4.12 Crosstabulation showing the type of services by faculty 118 xii

13 Table 4.13 Normality test 119 Table 4.14 Multiple regression analysis for demographics relationships with digital library use 120 Table 4.15 DLS Quality Dimension Factor Loadings 121 Table 4.16 DLS Quality Dimension Factor Loadings 122 Table 4.17 Quality Factors Discriminant Validity 122 Table 4.18 DLS Quality Dimension Factor Loadings and Cross-loadings 123 Table 4.19 DLS Usability Dimension Factor Loadings 124 Table 4.20 DLS Quality Dimension Factor Loadings 125 Table 4.21 Usability Factors Discriminant Validity 125 Table 4.22 DLS Usability Dimension Factor Loadings and Cross-loadings 126 Table 4.23 The Summary of Items for Measurement Model of Reliability 130 Table 4.24 The Summary of Items for Measurement Model of Assurance 132 Table 4.25 The Summary of Items for Measurement Model of Responsiveness 133 Table 4.26 The Summary of Items for Measurement Model of Efficiency 135 Table 4.27 The Summary of Items for Measurement Model of Satisfaction 137 Table 4.28 The Summary of Items for Measurement Model of Effectiveness 139 Table 4.29 The Summary of Items for Measurement Model of Digital Library Use 141 Table 4.30 The Summary of Valid Factors and Measures 148 Table 5.1 Summary of the dimensions, factors, and items retained 157 xiii

14 LIST OF FIGURES Figure 1.1 Proposed Research Model 12 Figure 2.1 Figure 2.2 Relationships in Gronroos' Model of Service Quality (Gronroos, 1984) 40 The Effects of Situational Factors on Service Quality (Zeithaml & Parasuraman, 2004). 42 Figure 2.3 DeLone and McLean IS Process Model 62 Figure 2.4 DeLone and McLean s IS success model 63 Figure 2.5 System (Digital Library) Success Model 64 Figure 3.1 Research Design Outline 73 Figure 4.1 The Measurement Model of Reliability 129 Figure 4.2 The Measurement Model of Assurance 131 Figure 4.3 The Measurement Model of Responsiveness 132 Figure 4.4 The Measurement Model of Efficiency 134 Figure 4.5 The Measurement Model of Satisfaction 136 Figure 4.6 The Measurement Model of Effectiveness 138 Figure 4.7 The Measurement Model of Digital Library Use 140 Figure 4.8 Service Quality Model goodness-of-fit results 142 Figure 4.9 Service Quality Model goodness-of-fit results 143 Figure 4.10 The Combined Digital Library Use Model 145 Figure 4.11 The Revised Digital Library Use Model 147 xiv

15 CHAPTER ONE INTRODUCTION 1.1 INTRODUCTION The advancement of information technology has transformed many organisations, and created an enabling environment to facilitate the design and development of digital libraries. This is evidenced by the number of current digital libraries and information resources available online. The growth of digital libraries in universities is phenomenal. The benefit of digital libraries in providing information and conducting academic activities online is enormous, and the possibility to do more is apparently due to the increasing number of services, resources, content, and users. In fact, the increasing global reliance on Internet technology (e.g. digital library services) as a source of academic resources and collections has grown exponentially in recent years (Zhang & Von Dran, 2002). Specifically, digital library services provide a medium for students seeking information and resources regarding their studies and research with the latest publications. They also provide an opportunity to consult the latest collections from different universities and other digital libraries, even though this has generally raised a question as to whether digital library services enhance or challenge traditional library systems in seeking information. Currently, the digital libraries have become a major platform for creating online resources, which are an important means of disseminating knowledge to people online. Meanwhile, creating a well-designed digital library has been recognised as an important way of attracting more online users. Thus, encouraging them to keep using the services. This attracts many researchers and practitioners from different fields of 1

16 study to make an enormous effort in building and maintaining ideal digital libraries. However, there seems to be various definitions of the term 'digital library' though the basic understanding that is derived from this term refers to an online information system that provides access to a library's rich collection that serves as an information bank for knowledge seekers (Cleveland, 1998). This information seeking process via an online system requires a great deal of human computer interaction. This usersystem interaction process, when viewed from the user's perspective, brings forth the element of perceived quality and usability which are explored in this study. Usability has several definitions, yet probably the ideal meaning of this term is how the user perceives the user-system interaction process and as a result enhances the digital library service (Nielsen, 2003). Usability describes the easiness to use and learn of a given interactive system. According to ISO (1997), usability is the extent to which a product can be used by specific users to achieve specified goals with effectiveness, efficiency, and satisfaction in a specified context of use (p.6). However, from a library perspective, usability connotes the extent to which the digital library services system is recognised as usable for users in searching and obtaining the information they are looking for (Nielsen, 2010). This means that the huge available resources of books, journals, documents, videos, and various other collections are readily accessible by the users through a platform that embodies quality of service. Digital library service quality can be seen as an examination of how well a collection provides assistance, resource, or real benefits in line with users expectations. As Zeithaml and Bitner (2003) pointed out, "Service quality is a focused evaluation that reflects the customer's perception of specific dimensions of the service: reliability, responsiveness, assurance, empathy, tangibles (p. 85). Top service quality techniques involve a complete assessment from the perspectives of the users, field, 2

17 and organisation. Enhanced service quality and usability evaluation in digital libraries helps to: (1) improve recovery of relevant details, (2) enhance student planning for work in an information-rich society, and (3) enhance long-term learning in individual and group, formal and informal configurations (Jeng, 2005). Digital libraries play a significant role nowadays in spreading knowledge among library users around the world, especially students and researchers. They have been developed to facilitate information searching and retrieval, which, significantly contribute to knowledge development, knowledge management, technological innovations, and science enhancement. In addition, digital libraries enable the users to place themselves into an emerging digital information environment, and to enjoy important roles in determining library services. According to Gluck (1998), the study of usability could assist in designing and evaluating library services. Therefore, this study is designed to investigate users perceptions on factors influencing the usage of digital library services. As such, the following section outlines and describes the existing digital library services at the International Islamic University of Malaysia (IIUM). 1.2 IIUM DIGITAL LIBRARY SERVICES The IIUM digital library portal was created on the 1 st of July, 2011, and was last updated on the 3 rd of April, 2013 when this study was being conducted. As at 6 th November, 2013, the portal had received 698,283 visitors ( The IIUM digital library is an online service that provides access to the digital version of selected IIUM Library rich collections. These services consist of the IIUM collections of academic journals, unpublished theses, past examination papers, videos and manuscripts that cover multidisciplinary subjects 3

18 ranging from Islam, law, social science to technology. Both registered and nonregistered members can have access to some of these services within and outside the campus area irrespective of location, time or distance. However, only registered members can have access to some of the available resources in full texts within the IIUM campuses and library premises. In the following section, a list of the IIUM digital library services is provided List of the IIUM Digital Library Services IIUM Theses IIUM theses comprise titles produced by the graduates of the IIUM. This area covers PhD dissertations, master s and bachelor's theses, bachelor s dissertations and some diploma papers in different programs offered by the University. The digital collection is from 1986 to present. Examination Papers IIUM Examination papers consist of final and re-sit examination questions of courses offered by the University. The examination papers are available in various courses (with an exception of English and Arabic Placement Tests) in two languages, i.e. English and Arabic. This digital collection covers the year 2000 and beyond. Content Pages of Selected Journals Online content pages consist of table of selected titles for printed academic journals subscribed by the Library. The section has a collection from 2000 and beyond. Some issues are hyperlinked to the subscribed online databases where users have the privilege to go through the retrospective issues. 4

19 Manuscripts The IIUM Digital Library holds a collection of manuscripts where the subject covers Islam, Arabic literature, Arabic language, and astronomy among others. Manuscripts are available in both printed and non-printed formats in different languages including Arabic, Persian, and Urdu. Islamic Economics The collection on Islamic Economics covers all aspects related to economics and Islam in both theoretical and application aspects. It comprises monographs, articles and conference proceedings available in English, Arabic and Malay languages. IIUM Publications (IIUM Journals) This section is a collection of publications by the Research Centre, Academic and Records Division, Departments, and Kulliyyahs of the International Islamic University Malaysia. This collection consists of journals, books, and conference proceedings among other things. Taxonomy Browser The Taxonomy Browser allows for browsing the digital collection. With the taxonomy browser, users may view various materials in different formats (e.g. theses, videos, journals, etc.) arranged in a hierarchical order, by categories or subjects or topics. Video Collections Video on Demand is a collection of selected titles of popular and on demand educational videos available in the library collection. Through this digital collection, 5

20 users can view videos in their respective PCs. The videos are viewable via a Quick Video Player in MP4 formats, and the viewing is restricted within the IIUM campuses only IIUM Digital Library Membership Privileges The following is a list comparing the available privileges between the registered and the non-registered members of the IIUM Digital Library. Non - Registered Member Privileges 1. Abstracts of articles from the Islamic Law collection 2. Content pages of selected journals 3. E-books (full view) 4. E-Journals (full view) 5. First 24 pages of Theses collection 6. First 10 pages of Manuscript collection 7. First page of articles or contents page from Islamic Economics Collection 8. First page of articles from Faculty Publications 9. Full text for Examination Papers (within campuses) 10. Full text of the IIUM publications 11. Online Database (within campuses) 12. Open access collection Registered Member Privileges Registered members are able to access: 1. Content pages of selected journals 2. E-books (full view) 3. E-Journals (full view) 4. Full text for examination papers (within campuses) 5. Full text of Faculty Publications (in the IIUM Libraries) 6. Full text of the IIUM publications 7. Full text of Islamic Economics collection (in the IIUM Libraries) 8. Full text of Islamic Law collection (in the IIUM Libraries) 9. Full text of Manuscript collection (in the IIUM Libraries) 10. Full text of Theses collection (in the IIUM Libraries) 11. Online Audio 12. Online Databases 13. Online Video 14. Open access journal 15. One stop search 16. Taxonomy browser IIUM Digital Library Summary of Access Table 1.1 below shows the mode of access and description of different digital library services offered by the IIUM library. Some of these services are offered for public 6

21 views while some are for restricted views which require login details. The restricted view services are mainly for academic staff and student references. Table 1.1 IIUM Digital library collections and types No. Collection / Type 1. Content Page Descriptions Table of contents of selected titles of printed academic journals subscribed by the Library. 2. E-Books A wide range of subjects in E- Books format purchased and subscribed by the Library 3. E-Journals Electronic journals in various multidisciplinary subjects subscribed by the Library 4. Examination Papers 5. Faculty publications 6. IIUM Publications 7. IIUM Theses 8. Islamic Economics Final and re-sit examination questions from 2000 and onwards. A publication written by the IIUM staff and academics in a form of articles, proceedings and research reports Collection of journal articles published by the IIUM in widerange of subject areas such as law, economics, literature and etc. Theses produced by graduates of the IIUM locally and overseas from 1986 to the present. Also, available non-iium theses produced by the IIUM staff and academics. A special collection derived from books, journals, conference proceedings and etc which is related to Islamic Economics disciplines. 9. Islamic Law A special collection derived from books, journals, conference proceedings and etc which is related to Islamic Law disciplines. 10. Manuscript Manuscript collection since the 17th century covering Islamic subjects such as Arabic literature, astronomy etc Document/Video Access Public View (Without Login) Metadata, contents page Full Text Full Text Metadata, Full text (Intranet) Metadata, first page of article Metadata, Full text article Metadata, first 24 pages Metadata, first page of article Metadata, citation and abstract Metadata, first 10 pages Restrict View (Login) Metadata, contents page Full text Full Text Metadata, Full text (Intranet) Metadata, Full text within IIUM campuses (Intranet) Metadata, Full text article Metadata, Full text at specified PCs in the Library Metadata, Full text at specified PCs in the Library Metadata, Full text at specified PCs in the Library Metadata, Full text at specified PCs in the Library 7

22 11. One Stop Search 12. Online Audio 13. Online Video 14. Open Access Collection 15. Taxonomy Browser A one stop search to library collection via its Catalogue, Digital Library, Online Databases and other external resources Collection of audiocassette on various subject scope available for listening via the Library homepage Selected titles of popular and on demand educational videos from the Library collection available for viewing via the Library homepage. A free open access journals in full text A hierarchical listing to browse and access the collection in the IIUM Digital Library Metadata, full audio (Intranet) - Metadata, full video (Intranet) Full text Full text - Full taxonomy 1.3 PROBLEM STATEMENT Digital libraries are powerful tools for information seeking. The rapid growth and accessibility of digital library resources provide a great opportunity for advancement in the field of information science. However, the complex nature of the digital library services; infrastructure, functionality, and use attract the attention of many researchers (Garoufallou, Mystakopoulos, Siatri, Balatsoukas & Zafeiriou, 2013). This complexity most often makes the design and service quality of the digital libraries difficult, without taking users opinions into consideration. As a result, the users of digital libraries may easily be dissatisfied with the services and contents, and may therefore refuse to use them (Matusiak, 2012). Despite the fast evolving nature of the digital libraries that consistently provide new services, collections, and interfaces (Lee, 2011), there is a need to examine their service quality and usability from the users point of views, as well as the digital library s user compliance. As Lee claimed, the real story of the digital library is the interplay between people, organisations, and technology. 8

23 Even though much emphasis has been made on the user's study of academic library service quality, little attention has been paid to the users perceptions of the digital library service quality and usability (Blandford, Buchanan & Jones, 2004). Similarly, compared with the growing number of digital library projects, the overall quality and usability of the digital library services is insufficiently studied and reported (Chowdhury, Landoni, & Gibb, 2006; Saracevic, 2000; Xie, 2006; Zhang & Von Dran, 2002). Most importantly, the existing studies have not paid much attention to examining how collectively service quality and usability contribute to the use of the digital library by university postgraduate students. The problem is presumably associated with fewer user studies that assess how well (e.g., effective, efficient, assure, responsive, satisfying, etc.) these services have been implemented to help different groups of users locate the desired resources (Zhang & Von Dran, 2002). There is a need to explore factors and items for evaluating the quality and usability of the digital libraries. In addition, to service quality and usability factors of the digital library use. The factors and their associated items can be incorporated in improving and redesigning high quality usable digital libraries. In addition, developing a valid and reliable quality and usability measures will make it easier to evaluate the impact of the digital libraries to users and organisations, as well. Therefore, the purpose of this study is to investigate users perceptions of factors influencing the usage of the digital library services. These factors and their associated measures were adopted from SERVQUAL, CSUQ, and IS Success Models. The identified factors and their measures are combined to develop and test a theoretical model for the digital library services use. The identified service quality factors adopted are reliability, assurance, and responsiveness. Usability factors under study are efficiency, satisfaction, and effectiveness. 9

24 The above description for the research problem can be summarised in the following three points: 1. Lack of study on the relationship and differences between demographic factors and use of the digital library services among postgraduate students. 2. Lack of study to assess the digital library use perceptions among university postgraduate students. 3. Lack of study to explore factors influencing the use of the digital library service quality and usability among postgraduate students. 1.4 RESEARCH OBJECTIVES The general objective of this study is to explore service quality and usability factors as well as measures that could collectively influence the use of the digital library services among postgraduate students. The specific objectives of this study are: 1. To explore and identify service quality and usability factors and their items that can influence university students to use digital library services for academic purposes. 2. To examine the contributions of demographic variables to the use of digital library services for academic purposes. 3. To investigate the relationships between the identified factors of service quality and usability of the digital library use. 4. To test the proposed combined measurement and structural models of the digital library services use. 1.5 RESEARCH QUESTIONS This study intends to answer the following research questions: 10