Integrating Information Behavior and Digital Technology in the Development of User-Centered Library Services

Rina Gunawan; Agus Febrianti; Dian Ningsih

Authors

Rina Gunawan Universitas Diponegoro Author
Agus Febrianti Universitas Diponegoro Author
Dian Ningsih Universitas Padjadjaran Author

Keywords:

Digital Library, Information Behavior, User-Centered Services, Library Technology

Abstract

This study aims to analyze the integration of information behavior and digital technology in the development of user-centered library services. The study responds to the growing need for academic libraries to provide digital services that are not only technologically available, but also aligned with users’ real information-seeking behavior, academic needs, and service experiences. A qualitative approach with a case study design was used. The research was conducted at the Library of Universitas Islam Bandung from September 2025 to November 2025. Data were collected through semi-structured interviews, non-participant observation, and document analysis involving 18 informants, consisting of 12 students, 3 lecturers, and 3 librarians selected through purposive sampling and limited snowball sampling. The data were analyzed using thematic analysis. The findings reveal four main themes: changing patterns of information seeking, barriers in accessing digital library services, the mediating role of librarians, and the need for personalized and responsive service design. The study shows that digital library services become more meaningful when technology is supported by clear guidance, librarian assistance, user-friendly interfaces, and service models that reflect users’ academic practices. This study contributes to information behavior and user-centered library service theory by emphasizing the importance of user experience in digital transformation. The findings also imply that university libraries need to develop inclusive, adaptive, and feedback-based digital services to improve access to scholarly information.

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