Library self‐service: Predicting user intentions related to self‐issue and return systems

This paper aims to compare the effectiveness of the theory of planned behavior (TPB), the technology acceptance model (TAM) and the integrated TPB/TAM model to understand acceptance of library self‐issue and return systems.

The study data come from a non‐random convenience sample of 266 undergraduate students, age 18‐25. A confirmatory factor analysis was conducted using AMOS 17.0 to identify causal relationships.

Findings show that the TPB/TAM integrated model is superior to the TPB and the TAM alone in terms of the ability to explain user acceptance of self‐issue and return systems. Although subjective norm, perceived behavioral control and perceived usefulness have direct positive relationships to behavioral intention to use self‐issue and return systems, attitude plays the most important role in explaining the intention to use self‐issue and return systems.

The study assesses self‐reported behavioral intention as part of the survey and, as a result, could have introduced inaccuracies.

Librarians should reinforce the efficiency of self‐issue and return systems to influence customers' willingness to use such systems.

Little has been written on the intention to use self‐issue and return systems. The three models are novel and usable in predicting the intention of self‐issue and return systems, and the findings may also be generally applicable to librarians, users, and information systems professionals.