Digital Resource Provisioning in Higher Education: An Exploratory Study on the Impact of Electronic Document Delivery Services on Student and Faculty Satisfaction

Abstract

Electronic Document Delivery Services (EDDS) have emerged as a critical mechanism for enhancing access to library e-resources in higher education, particularly in contexts marked by remote learning and constrained physical access to libraries. This study investigates the impact of EDDS delivered through WhatsApp and Email on access, usage patterns, and user satisfaction among students and faculty. Adopting a descriptive and analytical survey design, the research is based on a real-time case study of the EDDS implemented at Panchmura Mahavidyalaya Library. Data were collected using a structured questionnaire administered to a stratified sample of faculty members, research scholars, postgraduate students, and undergraduate students who utilized the services. The findings indicate that WhatsApp-based document delivery demonstrates higher efficiency, wider reach, and greater user satisfaction compared to email, particularly in terms of timeliness, reliability, and ease of use. Both platforms, however, significantly improved access to scholarly articles, e-books, newspapers, and other digital learning materials, supporting teaching, learning, and research activities during and beyond the COVID-19 pandemic. Users expressed strong preference for the continuation of these services, highlighting their relevance in bridging access gaps caused by infrastructural and connectivity limitations. The study concludes that a dual-platform EDDS model leveraging widely adopted communication tools can substantially enhance the effectiveness and inclusiveness of academic library services. The findings offer practical insights for academic libraries seeking cost-effective, user-centered approaches to digital resource provisioning in the post-pandemic era.