The correlation analysis between the service quality of intelligent library and the behavioral intention of users

Min Chen, Chien wen Shen

Research output: Contribution to journalArticlepeer-review

12 Scopus citations

Abstract

Purpose: The purpose of this study was to explore the effect of innovative service mode of intelligent library on improving the service quality and a series of impacts on user behavior. With the rapid development of information technology, internet of things has become an important carrier of people’s “intelligent life”. The emergence of intelligent library will no longer be limited by space; it is affecting people’s lives and work imperceptibly. This new service mode was studied here, and the relationship between the service quality of intelligent library and users’ behavior was analyzed from the perspective of user acceptance and use behavior of intelligent library. Moreover, this study explores how to optimize the service quality to let users accept this technology and service mode and thus realize the original idea. Design/methodology/approach: Through 800 questionnaires issued to the users in the Zhejiang Provincial AI Library, the authors obtained the study data. Among the received questionnaires, 676 copies are valid, and 124 responses are either incomplete or not answered, and so, the efficient rate is 84.5 per cent. Findings: There is a significantly positive correlation between service innovation and service quality. There is a significantly positive correlation between service quality and behavioral intention. There is a significantly positive correlation between service innovation and behavioral intention. Originality/value: From the point of view of innovative service, this paper analyzes the effect of innovative service mode of intelligent library on improving the service quality and a series of impacts on user behavior. This study confirms that intelligent library is a relatively new service innovation. Users’ curiosity and exploration will make them access some relevant information. As a result, a reasonably innovative service is an important factor in users’ acceptance behavior.

Original languageEnglish
Pages (from-to)95-112
Number of pages18
JournalElectronic Library
Volume38
Issue number1
DOIs
StatePublished - 19 Mar 2020

Keywords

  • Artificial intelligence
  • Behavioural intention
  • Information services
  • Information-seeking behaviours
  • Intelligent library
  • Library and information networks
  • Library services
  • Library users
  • Service innovation
  • Service quality
  • User behaviour

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