Digital Library Services and Users’ Patronage in Federal Polytechnic Libraries in South-South Nigeria

Digital Library Services and Users’ Patronage in Federal Polytechnic Libraries in South-South Nigeria

Ukeme Monday Udoikut CLN, Victoria David Jimmy CLN

Institution: Federal Polytechnic, Ukana, Akwa Ibom State, Nigeria

DOI: https://dx.doi.org/10.47772/IJRISS.2025.907000421

Received: 12 July 2025; Accepted: 20 July 2025; Published: 21 August 2025

ABSTRACT

 This study investigated digital library services and users patronage in federal polytechnic libraries in South-South, Nigeria. Two research questions and two hypotheses were formulated. Survey research design was adopted for the study. The population of the study comprised 4,725 registered library users in four federal Polytechnics in south-south, Nigeria, covering the 2023/2024 academic session. A sample size of 381 subjects was drawn using Krejcie and Morgan sampling size table while simple random sampling was used to select 381 respondents for the study. A researcher-developed questionnaire titled “Digital Library Services and Users Patronage Questionnaire (DLSUPQ)” was used for data collection. The instrument was face validated by experts. Cronbach Alpha Statistics was used to ascertain the reliability of the instrument. This produced the reliability coefficient of .877 that attested the reliability of the instrument. The instrument was administered by the researchers with the help of five research assistants, each from the Polytechnic under investigation. 376 successfully completed copies of the questionnaire were retrieved representing 98.7% return rate. This was used for data analysis. Pearson Product Moment Correlation (PPMC) statistical package was used to answer the research questions and test the hypotheses at .05 level of significance. The result of the analysis revealed a significant relationship between the variables under study. The result showed that, web-based services and  digital reference (DR) services have a significant relationship with users patronage in federal Polytechnic libraries in South-South, Nigeria.

Keywords: Web-based services, Digital reference (DR) services, Virtual repository, Users Patronage, Academic libraries

INTRODUCTION

Polytechnic libraries exist to cater for the information needs of every member of the community in which it is located. Their primary purpose is to support teaching, learning and research. They store information resources in print and electronic formats. In recent years, Polytechnic libraries have witnessed a substantial shift, which is influenced by the advancement of information technology (IT) and it has drastically changed the operation of libraries. The changes have significantly affected the services provided by library to esteem users.  According to Mark and Waziri (2023), the technological change and its resultant transition from printing to digital publications have affected how Polytechnic libraries provide information services. As a result, users can now have access to libraries electronic information remotely from anywhere in the world. Adeh and Hayatu (2021) buttressed that the shift from traditional libraries with site-specific collection to digital libraries where information and knowledge sources have no geographical boundaries seems to expand the extent to which polytechnic libraries provide services to users.

Chisita (2014) opined that the basic characteristic of a good academic library is its total identification with its institution, because the measure of its excellence is determined by the extent to which its services support the academic pursuits of all the members of the institution. Consequently, to sustain the patronage of users, digital library services need to be incorporated in polytechnic library services. This becomes necessary because the 21^st century information users need real time information service delivery. This would apparently stimulate their interest in the library and make study and research pleasurable. Petrowicz (2020) avowed that academic libraries, which the polytechnic library is one, need digital services to keep the connection with researchers and further develop the functions and remain viable and competitive in this new information environment so that researchers could effectively learn and apply the full capabilities of resources and services offered, while at the same time recognizing that it offers quality research resources for them.

A digital library is a library in which collections are stored in digital formats (as opposed to print, microform, or other media) and accessible through computers. The content may be stored locally, or accessed remotely. A digital library can be seen as a virtual repository of digitized information and resources, encompassing a diverse range of digital content such as books, articles, images, videos, manuscripts, and more. Unlike traditional libraries, which rely on physical collections, a digital library leverages on technology to store, organize, and provide access to these materials over the internet (The Library and Information Science Education Network, 2023). This digitalization of resources enables seamless and global accessibility, empowering users to explore, search, and retrieve information remotely. Over the years, Nigerian academic libraries have been digitalized and they apparently provide digital services to users.

Digital library services could be described as an assemblage of digital computing, storage, and communications machinery together with the software needed to reproduce, emulate, and extend the services provided by conventional libraries based on paper and other material means of collecting, storing, cataloguing, finding, and disseminating information (Sonker and Mahawar, 2021). Similarly, the International Federation of Library Association (IFLA) (2022) maintained that digital library services are those information services that require computer access, whether through personal computer or mobile device, which could be accessed remotely or via the Internet. Digital library service are the activities that libraries provide through computers and other digital technologies to meet the information needs of their users irrespective of location. Digital library services are basically the tools and devices used by libraries to provide services to users.  Roop and Krishnamurthy (2014) broadly grouped digital library services into two. These services are as follows; i. Provision of services with intervention of librarian like alerting service, digital reference services, selective dissemination of information (SDI), current awareness service(CAS) etc. and ii. Provision of technical aspect of digital library services like metadata, harvesting system, ontology, and improvising search engines.

Polytechnic libraries provide array of digital services to their users. These include Web-Based Services, and digital reference service among others.

Library web-based services are those which enable data sharing over the Internet through user-friendly ways meant to facilitate easy access and retrieval of information. Documents and downloadable media are made available to the network through web servers and can be accessed by programmes such as web browsers (Michael, 2014). Since the emergence of web-based library services, users can access information within the shortest possible time. It brings documents closer to users as they could retrieve library resources within any geographical location. Kalu and Akidi (2021) suggested that it is a mechanism for information dissemination and a medium for collaborative interaction between individuals and their computers without regard for geographic limitation of space. In addition, Ubogu (2022), opined that library web-based services is constantly moving the theoretically borderless, potentially infinite space for the production and circulation of information and is bringing resources closer to library users. Some of the library web-based services include; electronic selective dissemination of information, ask-a-librarian, library webpage, bulletin board, access to database, internet subject gateways, e-mail, hosting on web, frequently ask questions, document delivery services, newsletter services. Aside from providing web-based services to their esteem users, polytechnic libraries also provide digital reference services.

Digital reference service is a personalized assistance offered by the librarian to individual users who are searching for appropriate information in real time. It involves the use of computer technologies in giving answers to questions asked by the library users, locating the information sources that contain answers to questions asked, educating the users on how to use the information material to get their needed information. It also involves the process of sorting out the relevant information assumed to be of benefit to the library users from the mass of information. According to Madu (2020), digital reference service is an interface that happens between the reference librarian and the users at the same time with digital devices. Reference librarian can attend to multiple users simultaneously, and when the computer is connected to voice over Internet protocol (VoIP) the reference librarian can talk to users and hear them while searching to locate the information requested.

Patronage is the use of library resources by users. Barfi et al (2018) viewed it as the aggregate of the resources that are accessible and usable in the library. It is the resources used at a given time by library users which according to Iton and Iton (2016) include all print and digital information contents in the library. The fact that library resources cannot operate in isolation without being patronized cannot be over emphasized. Patronage remains the fore of polytechnic library practices. Therefore, management of the library should ensure that digital library services are not only provided but also patronized. Taylor (2019) supported that the realization of the vision and mission of the university largely depends on the success of the provision or creation of knowledge assets and their subsequent use by all categories of students.

Based on the aforementioned benefits of digital services in polytechnic libraries, the extent to which users patronize the services in federal polytechnic libraries in South-South, Nigeria remains a mirage. It is against this background that this study examined the extent to which user’s patronage of digital library services in federal polytechnic libraries in South-South, Nigeria.

 Statement of the Problem  

Libraries are meant to provide needed information to their users which can be done in different ways as long as they are able to satisfy their users. They are to provide personalized internet services, subscribe to online databases and utilized personalize reference services.  However, observation shows that most users in this 4^th industrial era or 21^st century information age prefer to set their need on real time. More so, the over dependence on mostly traditional services cannot meet the information needs of users as library in this 21^st century information age.  Users of the library in polytechnics tend to frown at the mostly traditional ways of rendering services to them for their information needs and as such, there tend to be a decline in the usage of these libraries. The questions that arise are: do academic libraries in South-South, Nigeria provide digital services? Do they have internet for digital reference, and subscribe to online databases? If yes, to what extent do users patronize these services? Based on this backdrop, the researcher examined digital library services and users’ patronage in federal polytechnic libraries in South-South.

Purpose of the Study                                                                         

The main purpose of this study was to examine the extent to which digital library services relate users’ patronage in federal polytechnic libraries in South-South, Nigeria.

The specific objectives of the study are to:

Determine the extent to which web-based services relate with users patronage in federal polytechnic libraries in South-South, Nigeria and

Examine the extent to which digital reference services (DRS) relate with user’s patronage in federal polytechnic libraries in South-South, Nigeria.

Significance of the Study

The findings of this study would be of immense benefits to the following information users: management of academic libraries, librarians, library users, and researchers.

Management of academic libraries would find this study of enormous benefits as it would enable them to carry out a comprehensive survey of services provided. Determine the extent to which digital services are provided and ensure that the available digital services are provided and sustained in order to enhance the patronage of users.

Research Questions

The following research questions were raised to guide the study:

To what extent do web-based services relate to users patronage in federal polytechnic libraries in South-South, Nigeria?

To what extent do digital reference (DR) services relate to users patronage in federal polytechnic libraries in South-South, Nigeria?

Research Hypotheses

The following null hypotheses are formulated for testing

There is no significant relationship between web-based services and users patronage in federal polytechnic libraries in South-South, Nigeria

There is no significant relationship between digital reference (DR) services and users patronage in federal polytechnic libraries in South-South, Nigeria

Scope of the Study

The study was delimited to Federal Polytechnic Ukana, Akwa Ibom State, Auchi Polytechnic Edo State, Federal Polytechnic of Oil and Gas Bonny, Rivers State, and Federal Polytechnic Ekowe, Bayelsa State. It focused on digital library services and users patronage in federal Polytechnic libraries in South-South, Nigeria.  Digital library services covered were; web-based services and digital reference services. It was also delimited to the registered library users of 2023/2024 academic session.

The Diffusion of Innovation Theory (Rogers, 2003)

The Diffusion of Innovation theory was propounded by Rogers in 2003. It is one of the oldest social science theories originated in communication with the purpose of explaining how, over time, an idea or product gains momentum and diffuses through a specific population or social system. The theory holds that acceptance of any technology/information system by users is influenced by such characteristics as compatibility, complexity, observability and relative advantage of the technology as well as to the intensity of promotion by individuals, known as change agents. It provides a holistic insight into organizational adoption of innovations (new ideas, concepts, or objects) and is appropriate to understand issues around the adoption of technologies/information system such as cloud computing.

Under the diffusion of innovation theory, there are five established categories of technology adopters, while the majority of the general population tends to fall in the middle categories. The categories are: innovators, early adopters, early majority, late majority and laggards. Innovators are “venturesome”, they are cosmopolitan in outlook, tend to be better educated, willing to take risks, and are more socially mobile than their peers. While the early adopters are already aware of the need to change and so are very comfortable adopting new ideas, early majority usually adopts new ideas before the average person but typically needs to see evidence that the innovation works before they are willing to adopt it. The late majority, people are always skeptical of change, and will only adopt an innovation after it has been tried by the majority. The laggards are tradition bound people and they are very conservative. They are very skeptical of change and are the hardest group to bring on board.

Figure 2.2: Diffusion of Innovation theory

(Source: communicationtheory.org)

This theory is related to the study because Polytechnic users cannot be left behind in the paradigm shift. As library services have shifted from traditional to digital, there is the need for such services to be provided in Polytechnic libraries in South-South, Nigeria.

Conceptual Framework

Digital Library Services

Digital library services according to White (2021) are information services in which patrons enquire answers through electronic means such as email or online forms. It is responsible for the provision of customer information services and the provision of access to various information resources as well as serving as digital preservation. Chukwuekeet al(2018) described digital library services as services, that the information is stored in digital formats and accessible over a network in real time for library users. Bhatnagar (2015) maintained that digital library service manages and creates electronic services, the library websites and library staff. Ezenwoke and Igbekele (2019) described it as arrays of activities and facilities targeted at providing information in various formats to satisfy the broad and varying information needs of library patrons within the academic community. Onwubiko et al (2021) viewed it as sets of distinctive activities that jointly and individually contribute to the development and dissemination of information resources to users in real time.

User’ Patronage

User’s patronage is the use of resources and services by library clientele. Based on this reason, Joshua et al(2022) explained the responsibility of the polytechnic library to be the acquisition of relevant information resources needed for sustaining the teaching, learning, and research publication functions of the institution and ensure that the resources are adequately utilized by users.  The realization of the vision and mission of the polytechnics largely depend on the success of the provision or creation of knowledge assets and the subsequent use by all categories of students (Taylor, 2019). The quality of these services is measured by the level of utilization of its resources as posited by Ogbuiyi and Okpe (2013).

Nwankwo et al (2019) opined that the library’s success should be measured not in terms of what it has (inputs) but of what it does (utilization). Taylor (2019) affirmed that libraries exist inordinately to help students be able to access their vast resources. It is said that these services become helpful if they can respond to the needs of library patrons. Thus, the availability of library services creates an empowering environment to maximize the usage of such services. On this note, it is important to state that polytechnic libraries are no longer bookkeepers and preservers; rather, they have become facilitators of digital services that are made available to users for patronage. Patronage is one among the several factors that drive the library profession, which is in consonant with the first Law of Library Science “books are for use” as avowed by Edem and Egbe (2016). Okiki (2020) added that polytechnic libraries are repositories where information are acquired, processed, preserved and made available for users’ patronage.

Describing web-based services and users’ patronage, Chowdhury (2014) opined that Polytechnic libraries and their resources have gradually moved to the virtual world and web-based services form the basis for service provision in these libraries. Borgman (2016) asserted that over the years, Polytechnic libraries have captured the possibilities of web-based technologies to provide services to users. Technological developments have affected not only the formats and sources of the information, but also how and where to provide library services using web-based technologies. Forrester et al. (2017) confirmed that traditional online services had transformed themselves into Internet-based online services using web-based technologies.

Digital Reference Services (DRS) and Users’ Patronage

The terms“digital reference,” “e-reference,” “live reference” and “real-time reference” are used interchangeably as terms with similar meaning to describe reference services that utilize computer technology. All the terms have the same concept that is the use of software and the Internet to help human intermediation at a distance. University of Canada Library (2023) explained that with the different terms though with same concept, digital reference services significantly influences the delivery of high quality library services.  Digital Reference Service (DRS) is the provision of real-time personal assistance to users via web-based interactive software. Abubakar (2021) defined digital reference service as a service by which library reference service is conducted online, and the reference transaction is a computer-mediated communication. The American Library Association (ALA) (2023) described it as services initiated electronically often in real-time, where users employ computers or other Internet technology to communicate with librarians, without being physically present. Ashiq et al (2020) viewed DRS as Internet based services that employ human experts or intermediaries to provide information to users. To satisfy the information need, the librarian can “chat” as a component of the software to answer a fairly specific or simple question, or deliver digital materials, or suggest relevant web resources to the user, and provide online bibliographic instruction.

Kumar and Roy (2021) noted that the online reference desk is designed to allow access to resources and expertise for the greatest number of people, regardless of language, technical capability, and physical impediment. Libraries are offering services through a range of communication vehicles such as chat, instant messaging, and e-mail. Even where users are physically present in the library they may prefer to use chat reference than seek out a face-to-face encounter (Kroski, 2018).

Empirical Framework- Web-Based Services.  

Kumar and Ram (2023) studied application and significance of web-based library services in Universities in New Delhi.  The study was aimed to explore the application and importance of online library services in the context of modern information-seeking behaviour. Survey research design was used in the study. The study population was 350 users of the library. All the users were sampled using census sampling technique. Mean and standard deviation and Pearson Product  Moment Correlation (PPMC) was used to analyse the data. The result showed that there was a significant relation between web-based services and utilization of library services. The result showed that web-based services were significantly appliedin service delivery and they were very significant to library users. The research concluded that web-based library services represent an essential component of modern library services

METHODOLOGY

Descriptive survey design was adopted for this study. This study was conducted in South-South geo-political zone of Nigeria. The population of this study consist of 4,725 registered library users in four federal polytechnics in south-south, Nigeria. It covered the 2022/2023 academic session. A sample size of 381 respondents was drawn using Krejcie and Morgan sampling size table. Thereafter, simple random sampling was used to enlist 381 respondents for the study. The data generated was analyzed using Pearson Product Moment Correlation to answer the research questions and test the hypotheses at .05 level of significance.

RESULTS AND FINDINGS

Research Question One

What is the relationship betweenweb-based services (WS) and users patronage in federal Polytechnic libraries in South-South, Nigeria?

The result of r-value of Pearson Product Moment Correlation of the relationship between web-based services (WS) and users patronage in federal polytechnic libraries in South-South, Nigeria (n= 376

The result presented in Table 4.1 reveals the r-value of 0.85, which indicates a very strong relationship between web-based services and users patronage in federal polytechnic libraries in South-South, Nigeria. This indicates that web-based servicesattracts a corresponding increase in user’s patronage in federal polytechnic libraries in South-South, Nigeria.

Hypotheses One

There is no significant relationship between web-based services (WS) and users’ patronage in federal polytechnic libraries in South-South, Nigeria

Pearson Product Moment Correlation of the relationship between web-based services (WS) and users patronage in federal polytechnic libraries in South-South, Nigeria (n= 376)

*Significant at .05 level, df = 374

Research Question Two

What is the relationship betweendigital reference services (DRS)and users patronage in federal polytechnic libraries in South-South, Nigeria?

The result of r-value of Pearson Product Moment Correlation of the relationship between digital reference services (DRS)and users patronage in federal polytechnic libraries in South-South, Nigeria (n= 376

The result presented in Table 4.3 reveals the r-value of 0.81, which indicates a very strong relationship between digital reference services (DRS) and user’s patronage in federal polytechnic libraries in South-South, Nigeria. This indicates that digital reference services (DRS) attracts a corresponding increase in user’s patronage in federal polytechnic libraries in South-South, Nigeria.

Hypotheses Two

There is no significant relationship between digital reference (DR) services and users patronage in federal polytechnic libraries in South-South, Nigeria

Pearson Product Moment Correlation of the relationship between Digital Reference (DR) services and users patronage in federal polytechnic libraries in South-South, Nigeria (n= 376)

*Significant at .05 level, df = 374

CONCLUSION

The study, which examined the relationship between digital library services and users patronage in federal polytechnic libraries in South-South, Nigeria, attested to user’s patronage in federal polytechnic libraries in South-South, Nigeria. The study concluded that digital library services is significantly related to user’s patronage in federal polytechnic libraries in South-South, Nigeria. The study consequently propose that in this information age, polytechnic libraries cannot do without digital library services.

RECOMMENDATIONS

Based on the findings of the study, the following recommendations were posited: 1. Polytechnic libraries in Nigeria should provide web-based services in order to enhance access to current and relevant information resources.

Management of polytechnic libraries should ensure that that the library has reliable internet connection so that librarians can respond to users frequently asked questions (FAQ) and as well, as provide other digital reference services.

Librarians should be trained and retrained in the use of technologies in the library so as to effectively utilize them and provide adequate services to users.

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