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The purpose of this study was to investigate the gap between library users' expected and perceived library services and to examine the role of library services in developing user satisfaction and loyalty. A quantitative research design using a questionnaire was used to investigate the research objectives. Undergraduate students were selected as the population from the Information Technology University. The questionnaire was adopted from previous literature. It was pilot tested with 50 undergraduate students and found reliable. Data was collected from 304 respondents and were analyzed using SPSS (v.20) software. The study found that library users expected a high level of service in three categories, i.e., Affect of Service, Information Control, and Library as a Place, as all mean scores were higher than 7 when rated against a scale from 1 to 9. The participants reported that they were likely to consult the library and recommend it to others. The structural equation model confirmed that better services will increase users' satisfaction with the library resources and services and will lead to winning users' loyalty. The findings from the study provided useful insight into the determinants of user satisfaction and loyalty and could be useful for other academic libraries seeking ways to increase user loyalty and user satisfaction with library resources and services. [ABSTRACT FROM AUTHOR]

Purpose: The primary purpose of this study was to check the online information retrieval self-efficacy among library professionals in predicting the satisfaction of patrons within universities' libraries. Design/methodology/approach: The study was grounded on Bandura four sources of self-efficacy, encompassing mastery experience, vicarious experience, social persuasion and physiological states. To accomplish this, a meticulously designed questionnaire was administered to collect data from library professionals employed in universities libraries recognized by the Higher Education Commission in Punjab and capital city of Pakistan (Islamabad). Following by the validation of assumptions, researchers conducted a multiple linear regression test to predict the outcomes of the dependent variable by using the independents variables. Additionally, a comparative evaluation was carried out among all the independent variables to determine their respective contributions to satisfaction of library patrons. Findings: The results emphasized the distinct and substantial significance of three variables, physiological states, social feedback and mastery experience in predicting the satisfaction of library patrons. Nevertheless, vicarious experience did not demonstrate a significant influence on the satisfaction of library patrons. Furthermore, influence of physiological states on the improvement of library patrons' satisfaction was relatively higher compared to other three self-efficacy sources. In conclusion, research established the essential role of online information retrieval self-efficacy in enhancing the satisfaction of library patrons. Practical implications: The findings of the study can form a solid basis for devising academic programs to train the library professionals for effective utilization of various information systems and databases. These programs play an important role in improving the self-efficacy of library professionals, ultimately refining their skills in online information retrieval. Originality/value: In essence, this study provides insights into the factors which are pivotal in effective information searching process, ultimately leading to increase the satisfaction level of library patrons which has not been previously researched in Pakistan as well as the world context. Moreover, the study significance lies in contribute to academic discourse, its potential to transform and promote the library services and as well as empower library professionals in delivering the satisfying and efficient experience for library patrons in the current digital age. [ABSTRACT FROM AUTHOR]

The purpose of this study was to investigate barriers faced by Pakistani university libraries to implement digital preservation programs. A questionnaire was developed and pilot tested before being sent to 70 libraries of the public sector universities and degree awarding institutions to measure the phenomena. Out of the targeted 70 libraries, 63 responded to the survey (90 % response rate). The results highlighted that a lack of institutional/national policies, financial and technological resources, and administrative support are key barriers that hinder the implementation of digital preservation practices in Pakistani university libraries. The findings of this novel study emphasize devising a national policy for digital preservation in Pakistan. Results point out key barriers to digital preservation and help designing knowledge-based systems in order to meet information and knowledge needs of library users around the clock. [ABSTRACT FROM AUTHOR]

This paper intends to examine academic library services and facilities for university students at the tertiary level in Punjab. It has been observed that all educational institutions specifically higher education has an academic library to facilitate the students in terms of their academic activities and research-oriented tasks. This study has been conducted to measure the response of library patrons of two Public Sector Universities in Punjab, Pakistan. The unit of analysis has been based on the enrolled students of the University of Gujrat, Gujrat, and Government College University Faisalabad, Faisalabad, Pakistan. A sample of 16 students (8 students from each university and half male and female student ratio) has been selected using a purposive sampling technique. An interview guide has been developed and a case study method has been used to conduct in-depth interviews of the library Patrons. It is worth stating that researchers conducted interviews in the academic library of the relevant universities' main campus. Data analysis has been done with reference thematic analysis technique. The study finding asserted that library patrons reported that research support services and internet facilities had been provided by the library administration. Similarly, the study findings revealed that a silent zone of study, printing, and photocopy facility had been provided to support academic activities at the university. Likewise, the study results indicated that an online public access catalog, reference and periodical section, and open reading area had also been provided by the library staff to the library patron for the smooth running of research activities. [ABSTRACT FROM AUTHOR]

This study has been designed to examine the digitalization of resources in academic libraries in Pakistan. The world continues its flow of digitalization through the internet such as people starting jobs online, online selling and purchasing businesses, online shares, and investment during the time of Coronavirus. Hence, the digitalization of libraries has no exemption. A purposive sampling technique has been employed to select 16 participants (8 students and 8 library professionals) from the academic library of the University of Gujrat. Further, an interview guide has been developed to conduct case studies. The data collection process takes place within ten working days. Similarly, the data has been presented as a thematic analysis and discussion has been made accordingly to conclude. The study findings conclude that academic libraries digitalize their resources for the smooth running of academic activities for the library patrons including AV aids, e-books, e-journals, online databases, online library services, e-resources, internal facilities, online discussion forums, online queries, and provisional material online. [ABSTRACT FROM AUTHOR]

The purpose of this study is to find out relationship between customer relationship management (CRM) practices and barriers in university libraries of Pakistan. The study also focused on CRM's barriers and its correlation with types of university, regions of university and gender. This study adopted correlational research design with survey method based on quantitative data collection. A structured and open-ended questionnaire was distributed among the head/in-charge librarians of universities libraries in Pakistan. The results have demonstrated that major barriers of CRM are financial resources/budget, qualified, experienced and trained staff, human resource satisfaction and motivation, information technology infrastructure, CRM knowledge and understanding by staff, library culture and collaboration, library users, and leadership commitment. Insignificant variations were found in the overall mean score of CRM barriers based on types of university, regions of university, and gender of the respondents. There is a strong negative (inverse) relationship exist among CRM practices and overall barriers as well as its four sub-facets, while three attributes having moderate negative relationship respectively. This study has numerous practical and theoretical contributions about CRM for academic libraries, especially those engaged in customer relationship management strategies, practices and implementation. The results enlighten library employees to be effective, proactive and successful performers for users' satisfaction, retention and loyalty. [ABSTRACT FROM AUTHOR]

The present study is aimed at determining the future role of libraries in Pakistan as perceived by the Millennials (people born during the 1980's and late 1990's) considering the current ongoing digital development. The quantitative research design, based on survey has been used for the study. The population consisted of students from large and medium sized general universities of Lahore, Pakistan. Stratified purposive sampling technique was carried out to select the pool of the subjects e. A self-constructed and validated instrument was used to collect data. The collected data was analyzed using SPSS (16.0). The results revealed that Millennials want future libraries to allow easy access to a wide range of reading material in both print and digital form. They want to be able to round the clock access to electronic and print resources. [ABSTRACT FROM AUTHOR]

This research aimed to investigate the current status and online services portfolio of web OPACs and barriers users' face while searching information on web OPACs of public and private sector university libraries in Lahore. The inquirer adopted quantitative survey method and distributed self administrated (peer reviewed and pilot test) questionnaire among 425 library users who were selected using stratified convenient sampling technique. This study illustrated various types of service being offer and uncovered number of barriers and redundancies that users' of public and private sector university libraries face while searching information remotely on web OPACs. This research study would benefit library administrators and web OPAC designers in the make web OPACs more effective. [ABSTRACT FROM AUTHOR]

The study aimed to assess effectiveness of electronic services in university libraries in Punjab, Pakistan. The study adopted the quantitative research method to achieve its objectives. The quantitative data were collected through the questionnaire from library users in eight public universities by employing the convenience sampling technique. The findings of the study reveal that the libraries did not offer adequate electronic services. The respondents did not seem satisfied with the electronic services as most of them did not give their opinions about the services. The findings of the study will be helpful for university authorities and the library administration to take necessary measures to design and offer electronic services keeping in view users' needs and expectations. [ABSTRACT FROM AUTHOR]

Purpose This study aimed to look into the interest in and use of WhatsApp technology among National College of Business Administration & Economics (NCBAE) University Pakistan library users. Design/methodology/approach A Google Forms questionnaire was designed and emailed to students from various departments at the National College of Business Administration and Economics University of Pakistan. SPSS 22 was used to tabulate and analyze the data for this paper. Findings According to one study, WhatsApp is a robust and cutting-edge technology that might be integrated with digital library services to reach out to library consumers. This technology will assist library patrons in receiving high-quality services. Some technological and human resource variables may impact service delivery and hence must be addressed. As a result, library management is advised to take the required steps to integrate WhatsApp with digital library services to ensure efficient and effective service delivery. Practical implications WhatsApp is one of the most widely used social networking applications, with many organizations, including libraries, using it. This technology is available 24 hours a day, 7 days a week to patrons on campus and in remote locations. As a result, the quality of library services will improve, and users will be more satisfied. Originality/value This research examines WhatsApp technology in the context of Pakistan's National College of Business Administration and Economics University. This is the researcher's first attempt to address a vital topic. This research will benefit the National College of Business Administration and Economics University's library patrons and the whole academic community in Lahore. [ABSTRACT FROM AUTHOR]

Purpose This study aimed to investigate the interest and use of WhatsApp technology among the library users of National Defence University Pakistan. Design/methodology/approach A questionnaire in google forms was created shared with the students of five departments of National Defence University Pakistan via email. The data were tabulated and analyzed using SPSS 22 for this paper. Findings This study revealed that WhatsApp is a robust and state of the art technology that could be embedded with digital library services to approach the library's patrons. This technology will help the library users getting quality services. Some technical and human resource factors could affect the delivery of services and hence need to be addressed. Therefore, it is recommended that library management should take necessary action to Embedded WhatsApp with Digital library services to ensure efficient and effective service delivery. Practical implications The WhatsApp is one of the most prominet technologies in social media applications that is deployed by many organizations including libraries. This technologies help the patrons at campus and remote places around the clock. Consequently, it will increase the quality of library services with greater satisfaction among users. Originality/value This study focuses on WhatsApp technology in the academic environment of National Defence University, Pakistan. This study is the first attempt of the researcher to highlight the critical issue. This study will be helpful for the library users of National Defence University and the entire academic setup in Islamabad. [ABSTRACT FROM AUTHOR]

The rationale of this report was to evaluate the current use of electronic resources among users of medical college libraries in Multan division. Moreover, mean variation about medical e-resources in respect of awareness, satisfaction, utilization and barriers with respondents' gender trait were also explored. This study used a questionnaire to conduct a cross-sectional survey research design. The survey questionnaire was send to the target population of medical college libraries users in Multan division of Pakistan and response rate was 88 per cent. The findings of the study shows that users of the medical libraries were slightly aware about the medical e-resources and majority of the participants were used medical e-resources for education, learning and to update knowledge purposes. In addition, Medical e-resources that are MEDLINE, PubMed, Springer Link, Science Direct, Black-Well Synergy and ProQuest Database were utilized rarely by the respondents. Users are partially satisfied with medical e-resources of libraries. Lack of training/orientation, low speed of internet, energy crisis/load shedding, lack of printing facility, non-availability of full text access to the most of Journals, lack of awareness, information overload and inadequate IT infrastructure were the major problems faced to medical colleges library users while using e-resources. There is no statistically significant difference in the mean scores of awareness, utilization, satisfaction and barriers about the medical e-resources with respect to male and female. The findings allow library professionals to be more effective, proactive, and successful in achieving digitize library services and resources. This study also made a significant contribution to the existing literature on medical e-resources and services. The findings could contribute in the promotion of digital library services and products, as well as virtual culture, in Pakistani medical college libraries, particularly in the Multan Division. [ABSTRACT FROM AUTHOR]

This study measures the service quality of university libraries of Pakistan from the user's perspective. The data were collected (JV= 1,473) from undergradu-ate and graduate students and faculty members of 22 Pakistani universities through a locally modified LibQUAL+ survey in Urdu. Library users rated 22 core survey items on a scale of 1 (low) to 9 (high) in terms of minimum acceptable service quality, desired service quality, and perceived service quality. Study findings indicate that libraries overall do not meet users' minimum acceptable and desired levels of service quality. The zone of tolerance identified eight problematic services, most of which are related to the information control dimension. This study also indicates a wide gap between users' perceptions and expectations of service quality. [ABSTRACT FROM AUTHOR]

It is a survey of large public sector university libraries of the Punjab Province and Islamabad Capital Territory (ICT) of Pakistan. The basic purpose is to get a broader understanding of users' perceptions about the library services. The survey is based on a questionnaire containing both open and close ended questions. The data were collected through mail, e-mail and personal visits. The study reveals that although respondents have shown their overall satisfaction with the library services, but the analysis of the data about users' satisfaction with major library services shows that they were not fully satisfied with their respective library services. The library users have also highlighted many problems, which they believed should be corrected. Findings of the study can be helpful for the library authorities and professionals for revisiting their library services and sources. [ABSTRACT FROM AUTHOR]

It is a survey of large public sector university libraries of the Punjab Province and Islamabad Capital Territory (ICT) of Pakistan. The basic purpose is to get a broader understanding of users' perceptions about the library services. The survey is based on a questionnaire containing both open and close ended questions. The data were collected through mail, e-mail and personal visits. The study reveals that although respondents have shown their overall satisfaction with the library services, but the analysis of the data about users' satisfaction with major library services shows that they were not fully satisfied with their respective library services. The library users have also highlighted many problems, which they believed should be corrected. Findings of the study can be helpful for the library authorities and professionals for revisiting their library services and sources. [ABSTRACT FROM AUTHOR]

Abstract: This study is an attempt to evaluate the effectiveness of electronic resources and services in Pakistani university libraries on the basis of users'' satisfaction. A survey method was employed to conduct the research. Using convenience sampling, eight university libraries; four each from Islamabad and Lahore including two from the public sector and two from the private sector having IT applications, were included in the users survey. The total population (i.e., 40,236) of library users was very large; therefore, a reasonable, manageable and convenient sample of 800 library users, including 100 users each from the eight libraries was selected. A semi structured questionnaire was designed to collect data, while a five-point Likert Scale from 1 (Dissatisfied) to 5 (Extremely satisfied) was used to measure the satisfaction level of the respondent. The study concluded that Pakistani university libraries are offering effective electronic resources and services to their users. [Copyright &y& Elsevier]

The paper aims to examine the development and growth of the university libraries in Pakistan. It also examines the obstacles in the provision of better library services in the universities of the country. The study is based on an extensive review of the available literature, personal observations of the author and discussions with the senior library professionals. It was found that the situation of university libraries in Pakistan is a satisfactory compared to other types of libraries, but they are not meeting the required standards and are not participating in the universities' educational and research programs satisfactorily. [ABSTRACT FROM AUTHOR]