Investigating user continuance intention toward library self-service technology: The case of self-issue and return systems in the public context
ISSN: 0737-8831
Article publication date: 9 November 2018
Issue publication date: 13 September 2019
Abstract
Purpose
The purpose of this paper is to apply expectation-confirmation theory (ECT) and the unified theory of acceptance and use of technology (UTAUT) to identify potential determinants of library patrons’ intention to continue using (continuance) self-issue and return systems for borrowing and returning books. The role of continuance is specifically interesting and is well-established in the literature of information systems (ISs) and marketing because continuance is considered to be the central element for the survival of ISs and of self-service technology (SST). However, the role of continuance has been neglected by researchers studying library SST adoption.
Design/methodology/approach
A research model integrating the expectation-confirmation model of IS continuance with UTAUT was developed and empirically validated using data obtained from a field survey involving 128 active users of a self-issue and return system at a public library in Taiwan.
Findings
Library patrons’ continuance intention was affected by their post-adoption expectation of perceived performance, effort performance and facilitating conditions as well as their satisfaction when using self-issue and return systems. Moreover, a patron satisfaction level was influenced by performance expectancy and confirmation of initial expectations, whereas confirmation had a positive effect on all post-adoption expectations.
Originality/value
This study broadens perspectives on SST adoption behavior in the library context by identifying some factors that influence library patrons’ continuance decisions. Furthermore, the authors verified the applicability and predictability of the theoretical integration of ECT with UTAUT in a diverse setting because the authors sought survey participants outside of the college population.
Keywords
Acknowledgements
This work was partially funded by a grant from the Ministry of Science and Technology of Taiwan (Grant No. NSC102-2632-H-155-001-MY3).
Citation
Wu, C.-G. and Wu, P.-Y. (2019), "Investigating user continuance intention toward library self-service technology: The case of self-issue and return systems in the public context", Library Hi Tech, Vol. 37 No. 3, pp. 401-417. https://doi.org/10.1108/LHT-02-2018-0025
Publisher
:Emerald Publishing Limited
Copyright © 2018, Emerald Publishing Limited