Level of satisfaction and utilization of EBSCOhost among UPHSL students and faculty

Date11 November 2019
Publication Date11 November 2019
AuthorElizabeth Malabanan,Arlyn Bayeng
SubjectLibrary & information science
Level of satisfaction and utilization
of EBSCOhost among UPHSL
students and faculty
Elizabeth Malabanan and Arlyn Bayeng
Library Department, University of Perpetual Help System JONELTA,
Binan, Philippines
Purpose Electronic resources are becoming an integral part of the academe. It has revolutionized the
idea of research, making information more accessible. This study aims to determine the level of
utilization and satisfaction on EBSCOhost database among UPHSL students and faculty members. It
analyzes the effect of the respondentsuser type, gender and education to the usability and satisfaction
of users to EBSCOhost.
Design/methodology/approach The study, which used a survey questionnaireas a primary tool to
gather data, had 300 respondents who willingly participated from the faculty and student body of the
Universityof Perpetual Help System Laguna.
Findings Results revealed that majority of the respondents were found to be female, aging 20-25 with
a college degree or taking their degree. The results of the study showed that the students and faculty
members of UPHSL are moderately satised of the services of EBSCOhost and users are only
moderately using it. In addition, the study revealed that the respondents have the same level of
satisfaction and utilization of EBSCOhost regardless of their user type, age, gender and educational
attainment. Furthermore, there is a signicant relationship between the respondentslevel of
satisfaction and level of utilization of EBSCOhost. The higher is the respondentslevel of satisfaction,
the higher is their levelof utilization of EBSCOhost.
Originality/value Subscription to onlinedatabases is an integral part of the academic library. However,
in developing countries,subscription can take a lot from the overall library budget. EBSCOhost, as one of the
popular research databases, is among the plethora of databases that libraries subscribe to. This paper
analyzes the level utilizationand satisfaction of users to EBSCOhost. The analysis presented in this research
can provideinsight on the usability of among developing countries.
Keywords Customer satisfaction, EBSCOhost services, Research database, Customer utilization,
Electronic databases, Online databases
Paper type Research paper
By the turn of the twenty-rst century, technology has revolutionized the function of
libraries and the idea of research itself. What used to be a crawl between tomes of books
is gradually becoming a hybrid of both books and electronic resources. With the
emergence of the digital age and electronic resources, access to information is relatively
enhanced, as information is made available and accessible to academic staff through
computers, the Internet, digital libraries, and related electronic networks (Ani et al.,
2015). Researchers can now access a wide range of bibliographic databases of
increasing levels of sophistication.
As Shaqour and Daher (2010) puts it, electronic resources are becoming an integral part
of librariesresourcesjust as academic libraries are an integral partof universities. They too,
among UPHSL
students and
Received4 March 2019
Revised1 July 2019
Accepted23 September 2019
DigitalLibrary Perspectives
Vol.35 No. 3/4, 2019
pp. 205-215
© Emerald Publishing Limited
DOI 10.1108/DLP-03-2019-0009
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