An empirical introspection of the library website from user perspectives: resource gateways versus Web Content Management Systems (WCMS) in higher educational institutions

Library websites being the virtual or digital facet of any library it is paramount to constantly evaluate and enhance the interface with necessary resources and services. In this regard, this study was carried out to analyze a range of opinions and feedbacks from stakeholders of a university library, which has published the links to subscribed databases, training guides, reference services, and research support services on its website. Due to the restrictions on mobility by economic crisis and Corona pandemic, library users heavily relied on digital interfaces to share and retrieve information. In this regard, a survey was carried out to explore the demand and desire of the library users as whether the library website satisfies them or does it need redesigning. Convenient sampling technique was employed where hundred and fifteen (115) users had responded to semi-structured questionnaires. Data extracted were analyzed using the Pearson Chi-square test, one-way ANOVA, and one sample Wilcoxon sign rank test. Majority (33.3%) of the students of the Faculty of Science were using the library website more frequently than the students of other faculties. Responses showed that the Training Guides (Mean=4.00; SD = ±0.926) and past-paper portals (Mean=3.96; SD = ±0.989) accessed via the library website were useful. The chi-square test revealed a significant relationship of faculties with article requests (p=0.037) and adequacy of website information for academic work (p=0.036). Similarly, the level of students has a significant relationship with Selective Dissemination of Information (p=0.048); usefulness of the training guides (p=0.022); adequate research support (p=0.026); and effective organization of information (p=0.003). Overall responses revealed that the Library website is highly user-friendly (Mean=3.90; SD = ±0.909). One-way ANOVA revealed a significant relationship between the resourcefulness of the website and the respondents’ overall satisfaction with the information received from the library website (p=0.021). These results evinced that the library website must comply with users’ expectations and needs. Students’ opinions and feedback emphasized on the need for updating the website through a benchmark of other library interfaces. FAQ section and Chat bot were a few suggestions made by the users.