Abstract
Research on library use has been carried out with the results that the level of library use by digital natives is still relatively low. The purpose of this study is to determine the factors that cause digital native users to use or not use a library. The method of this study use a descriptive qualitative research methods, and total of 341 digital natives in 25 cities in East Java were given open questions to express their experiences when using a library, resulting in 991 answers (respondents answered more than 1 opinion about the library). The data analysis technique was carried out in 3 stages namely open coding, axial coding, and selective coding. The result of this study found something new that the main factor of library use or not use is service quality (68.9 %) not from external factor, where users prioritise comfort while in the library, even though the internet as a library rival and as a source of information offers the speed and ease of access to information. Because of that innovation is done by improving the factors that cause users to use or not use the library.
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