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Investigating user continuance intention toward library self-service technology

Investigating user continuance intention toward library self-service technology 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/approachA 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.FindingsLibrary 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/valueThis 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. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Library Hi Tech Emerald Publishing

Investigating user continuance intention toward library self-service technology

Wu, Chorng-Guang; Wu, Pei-Yin
Library Hi Tech , Volume 37 (3): 17 – Sep 13, 2019
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References (51)

Publisher
Emerald Publishing
Copyright
© Emerald Publishing Limited
ISSN
0737-8831
DOI
10.1108/lht-02-2018-0025
Publisher site
See Article on Publisher Site

Abstract

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/approachA 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.FindingsLibrary 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/valueThis 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.

Journal

Library Hi Tech – Emerald Publishing

Published: Sep 13, 2019

Keywords: Continuance intention; Self-service technology; Expectation-confirmation model; Expectation-confirmation theory; Library self-issue and return system; Unified theory of acceptance and usage of technology

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