Optimizing digital reference services utilization: a comparative study of two university libraries in Nigeria and Malaysia

The rapid evolution of information and communication technology (ICT) has revolutionized the delivery of library services, establishing digital reference services (DRS) as an essential component of academic libraries. This study conducts a comparative analysis of DRS utilization in two university libraries: the Kashim Ibrahim Library (KIL) at Ahmadu Bello University (ABU), Nigeria, and the Dar al-Hikmah Library (DHL) at the International Islamic University Malaysia (IIUM). The research evaluates technological frameworks, user engagement strategies, and operational practices to identify factors that influence the efficiency, effectiveness, and user satisfaction of DRS in these institutions. The analysis reveals that Dar al-Hikmah Library (DHL) accounts for 41.7% of the total digital services provided in this comparative study, demonstrating its robust adoption of advanced features such as live chat, social media integration, and institutional repository access. In contrast, Kashim Ibrahim Library (KIL) contributes 33.3%, offering essential foundational services like an online catalog and database access but lacking more interactive features. A 25% service gap highlights the absence of advanced tools, such as real-time support and chatbots integration, at KIL. The study identifies challenges such as limited infrastructure, insufficient user training, and gaps in awareness. It also emphasizes opportunities for improvement, including adopting innovative technologies, expanding digital tools, and fostering collaboration between libraries. Actionable recommendations are provided to bridge service gaps and enhance user satisfaction, ensuring that DRS platforms effectively meet the diverse academic needs of user communities in Nigeria and Malaysia.