Factors influencing the acceptance of digital reference services among students in the Sultanate of Oman's academic libraries : a modified UTAUT model

Abstract

In the age of the technological revolution, the library concept has changed due to the trend of using computers and other telecommunication technologies in the libraries. The searchers’ needs are no longer confined within the library walls as the Digital Reference Service (DRS), which is an evolving traditional reference service, has become more popular. Moreover, this revolutionary trend has been embraced by most higher education institutions in Oman. Although academic libraries in Oman are currently providing the Digital Reference Service for their users, fulfilling the needs of remote users in the academic library has become highly complex with the increase of information sources accessible on the Web and changes in library users ' behaviour. This study is significant as the DRS in the Sultanate of Oman's academic libraries could be carefully evaluated and further enhanced by specifying the students’ acceptance and the use pattern. Thus, this study aimed to investigate the current DRS usage based on the American Library Association's Reference and User Services Association (RUSA) guidelines., identify factors influencing the DRS usage in the Sultanate of Oman’s academic libraries., and develop DRS acceptance model based on Unified Theory of Acceptance and Use of Technology (UTAUT) and Task-Technology Fit (TTF) models. This study adopts a mixed-method approach utilizing UTAUT and TTF models as the research framework. Data were collected from 459 respondents via an online survey followed by an interview session voluntarily. Both SPSS and PLS-SEM were utilized for quantitative data analysis, and ATLAS.ti was used for qualitative data analysis of the study. This study revealed a better understanding of the acceptance and usage of DRS among students in the academic libraries of the Sultanate of Oman by modifying the UTAUT model. Significant factors found are performance expectancy, social influence, facilitating conditions, task technology fit and attitude toward using technology. The results showed a high level of adherence to the RUSA guidelines for DRS in academic libraries in the Sultanate of Oman. The qualitative research provided further explanations of the survey results, which clarified and supported the findings of the quantitative method. In the context of Omani literature, the UTAUT model was not adopted in related research of DRS. Hence, this study is the first to use factors on behavioural intention in accepting DRS among students in the Sultanate of Oman's academic libraries by adopting the Unified Theory of Acceptance and Use of Technology (UTAUT). This study is beneficial for library managers and policymakers in Oman's academic libraries by motivating them to develop unified standards for facilitating collaboration, serving, and satisfying the most significant possible sample of users.