Trends in the Utilization of Circulation Services in University Libraries: Analysis Before and After the COVID-19 Pandemic

This study aims to analyze the paradigm shift in university library circulation services post-COVID-19 pandemic. Specifically, this study examines trends in the use of physical collections and evaluates user satisfaction with technology-based circulation services. This study adopts a quantitative approach with a comparative descriptive method. The integrated library system collected secondary data on physical collection borrowing transactions from 2017-2019 (pre-pandemic) and 2022-2024 (post-pandemic). Primary data was collected through a questionnaire distributed to 308 University of Bengkulu Library students. The questionnaire instrument integrates the satisfaction dimensions of the LibQUAL+ and EUCS models to measure user perception. Data analysis was carried out using descriptive statistics and ANOVA tests. The study results show a significant and permanent decline in the use of physical collections post-pandemic. Despite this, the overall level of user satisfaction with circulation services remains high (average 4.11 out of 5), especially in the staff dimensions (Service) and library space (Place). User satisfaction with supporting technologies, such as OPAC, also shows high value, indicating that investment in digital infrastructure is highly appreciated. The ANOVA test showed that demographic factors did not significantly influence user satisfaction. College libraries must reformulate circulation service strategies by adopting a hybrid model that balances physical and digital collections. Recommendations include strengthening the role of libraries as spaces for collaboration and informal learning, and continuous evaluation of technology-based services to improve the overall quality of services.