The purpose of this paper is to determine possible factors that can affect user experience in public libraries of Pakistan. It combines the technology acceptance model, digital engagement and service value to capture the user-perception and the associated behaviors with digital technology.
The research methodology adopted in this study is quantitative in nature. The type of data collection technique that was used in this study was the cross-sectional survey technique. The study sample consisted of users from public libraries of Khyber Pakhtunkhwa Province Pakistan. Out of 700 distributed questionnaires, 647 of them were received back and deemed as valid. The analysis of the collected data was done using Smart PLS-4 for the confirmatory factor analysis to test the proposed hypotheses.
An exploratory cross-sectional study of public library users explores aspects affecting service value and digital literacy. This study emphasizes the importance of resource availability and accessibility, staff courtesy and collection quality in defining service value. Furthermore, the role of user engagement with technology which includes interaction with online digital services plays a critical role in digital engagement.
Implications for the research include creating awareness to the library management on the need to adapt the services to improve the digital platforms. Implications for practice include staff training and clients-friendly digital technology interfaces that enhance user satisfaction, exposing more clients to digital services offered by public libraries.
Practical implications include investing in staff training and developing user-friendly digital services to improve overall user satisfaction and engagement, promoting greater digital literacy in public libraries.
This study has brought in novelty in the sense that it has provided a complete understanding of the experiences that users have within Pakistani Public Libraries, which includes implications for enhancing specific services and to promote digital literacy.
