The correlation analysis between the service quality of intelligent library and the behavioral intention of users
| DOI | https://doi.org/10.1108/EL-07-2019-0163 |
| Pages | 95-112 |
| Published date | 12 December 2019 |
| Date | 12 December 2019 |
| Author | Min Chen,Chien-wen Shen |
| Subject Matter | Information & knowledge management,Information & communications technology,Internet |
The correlation analysis between
the service quality of intelligent
library and the behavioral
intention of users
Min Chen
Academy of Financial Research, Wenzhou University, Wenzhou, P.R. China;
Department of Business Administration, National Central University,
Taoyuan, Taiwan and School of Economics and Management,
Zhejiang University of Science and Technology, Hangzhou, P.R. China, and
Chien-wen Shen
Department of Business Administration, National Central University,
Taoyuan, Taiwan
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
significantlypositive correlation between serviceinnovation and behavioral intention.
Originality/value –From the point of view of innovative service, this paper analyzes the effect of
innovative servicemode of intelligent library on improving the service qualityand a series of impacts on user
behavior. This study confirms that intelligentlibrary is a relatively new service innovation. Users’curiosity
and exploration will make them access some relevant information. As a result, a reasonably innovative
serviceis an importantfactor in users’acceptance behavior.
Keywords Library services, Information services, Artificial intelligence, Library users,
Library and information networks, Information-seeking behaviours, Service innovation,
Intelligent library, Service quality, User behaviour, Behavioural intention
Paper type Research paper
This research is supported by the Ministry of Science and Technology, Taiwan, under contract
number MOST 105-2410-H-008-037.
Service quality
of intelligent
library
95
Received15 July 2019
Revised14 September 2019
22October 2019
Accepted18 November 2019
TheElectronic Library
Vol.38 No. 1, 2020
pp. 95-112
© Emerald Publishing Limited
0264-0473
DOI 10.1108/EL-07-2019-0163
The current issue and full text archive of this journal is available on Emerald Insight at:
https://www.emerald.com/insight/0264-0473.htm
1. Introduction
With the growing trend of innovation and decorationof the public library in the world, the
public library has developed significantlyand become popular again; the public library has
been a good place for reading, learning and social activities. In recent years, libraries have
begun to face up to the concept of serviceinnovation (Massis, 2018); however, because of the
long-term “organization-oriented”thinking mode, there are manyobstacles to the concept of
promoting service innovation.Most librarians believe that service innovation is only a kind
of technological innovationor just an ideological slogan or a propaganda. They do not know
about service innovationand its scope and also resist user orientation. In the era of network
popularization, libraries are no longer the only choice or the first choice for readers to seek
the source of information. Therefore, to attract more users to the library, librarians should
think about how to use the service innovation strategy, market the library collection
resources, activitiesand services, publicize the value of the library and, at the same time, use
the service quality to manage the users’cognition of the library service image (Cao et al.,
2018). The most common characteristics of an innovation-oriented public library are to
break tradition, launch many good and new services and develop the new, going concern
values such as “library is the guidingprinciple to the national competitiveness”and “library
is the sign of knowledge culture in a city.”The authors have currently found out that the
public libraries have developed significantly parallel with the trend of innovation and
decoration of the public library in the world (Mwaniki,2018). In developed countries such as
USA, Japan, South Korea andthose in Europe, many new public libraries with novel design,
innovation factors and artificialintelligence (AI) have been opened for public use, and public
libraries have been oneof the most favorite public facilities in modern life.In recent years, to
promote service ability and build AI library, many applications based on modern
information technology have been used by the libraries in the world, such as the books
management system of radio frequency based identification (RFID) and the library apps.
The above applications can provide diversified channels to borrow books for the readers
and help develop diversified and value-added application services and management. The
intelligent library is a conceptwithout the restriction of space which can be really perceived.
Once, someone said that the intelligent library would achieve the AI service and
management by the internetof things (Liang and Chen, 2018). In fact, some equipment based
on cloud computing and AI should also be considered to improve the traditional libraries.
The intelligent library can be perceived, and the perception refers to the profound
perception, the wider interconnection and the intelligent management and service basedon
the perception and interconnection. The intelligent library is to make the readers enjoy the
more considerate service in a systembuilt by organically integrating any knowledge (Liang
and Chen, 2018). As a digital, networkedlibrary based on information science, the intelligent
library has a more efficient and convenient operation mode, and its most fundamental
pursuit is to realize reading with the help of the greenest methods and digital means. In
addition, as an innovative libraryof the future development mode, the intelligent library can
realize the wider interconnection and sharingthe intelligent management and service based
on people (Khan and Bhatti, 2018). The most essentialcharacteristics of intelligent services
provided by the intelligent library are to increase the value of services and sublimate the
connotation of knowledge services upon their completion. However, the current situation of
the application of intelligent libraries in China is not optimistic compared with that in
foreign countries. Due to the lasting thinking mode of “manpower reduction”in promoting
wisdom libraries, China has encountereda lot of conceptual obstacles in promoting wisdom
libraries such that most libraryworkers believe that intelligent innovation is only a kind of
technological innovation or just a slogan or propaganda of ideology. They do not
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