Investigating user continuance intention toward library self-service technology

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.

Examining Customers’ Continuance Intentions towards E-wallet Usage: The Emergence of Mobile Payment Acceptance in Vietnam

“…UTAUT is a development of technology acceptance model, also its effectiveness in illustrating digital platform system acceptance are shown by other previous investigations. The forecasting capability of UTAUT has been confirmed through various information technology platforms adoption, such as online banking (Martins, 2014;Le et al, 2019); library self-service (Wu, 2018); tablet device (Magsamen, 2015); and mobile wallet (Chawla, 2019). However, based on past research, the author could add some new factors to enhance its explanatory power based on specific context.…”

Understanding the Employee’s Intention to Use Information System: Technology Acceptance Model and Information System Success Model Approach

“…These model include the Technology Acceptance Model (TAM) developed by (Davis, 1989), Unified Theory of Acceptance and Use of Technology (UTAUT) developed by (Venkatesh et al, 2003), and information system success model (DeLone & McLean, 1992). Many researchers have used TAM to understand the intentions and behaviors of the use of information technology by users in the context of learning (Camilleri & Camilleri, 2019;Kardoyo et al, 2015;Lestari & Indrasari, 2019;Schöpfel et al, 2019), UTAUT (Muhsin et al, 2016;Samsudeen, 2019;Wu & Wu, 2019) and ISSM (Chen et al, 2016;Huang et al, 2015;Masrek & Gaskin, 2016).…”

A Concept of Consumer Acceptance on the usage of Self-Ordering Kiosks at McDonald's

“…UTAUT model indicated that EE positively influence behavioral intention of use the technology (Venkatesh et al, 2003). While other studies supported the positive link between EE and behavioral intention (Alhassany & Faisal, 2018), Zhou et al (2010 as well Yu (2012) perceived adversely (Wu & Wu, 2019). In fact, the relationship between EE and behavioral intention has been debated regularly following their effect toward SST.…”