RFID systems in libraries: An empirical examination of factors affecting system use and user satisfaction

Library operation and management requires the performance of a number of repetitive, painstaking, labour- and time-intensive activities. Hence, in order to increase efficiency and effectiveness, many libraries are moving towards automation of the majority of their activities. Libraries are deploying Radio Frequency Identification (RFID) technology as a substitute for barcode systems for item identification and tracking, and this ultimately enables the automation of the majority of their processes. It is apparent from the available literature that research on RFID-related issues is largely concentrated on technical, organizational and implementation aspects, and less attention has been paid to understanding the use and user-satisfaction aspects. Therefore, this article aims to understand factors affecting the use of RFID systems and user satisfaction in a library context by empirically testing relevant constructs from DeLone and McLean's IS Success Model. A questionnaire-based survey was employed to collect data from a total of 181 respondents, who were all active users of an RFID-based library system. The findings from this study suggest that factors like system quality, use and user satisfaction positively influence consumer attitudes towards RFID-enabled services. The concluding section outlines salient points and briefly describes the associated limitations of this research, along with suggestions for future research directions.

► This research develops a conceptual model to examine factors affecting the use of RFID-based systems, and user satisfaction.
► If the system quality is good, it triggers increased usage of RFID-based systems and results in higher user satisfaction.
► Information quality has a significant positive influence on RFID system use and user satisfaction.
► Service quality is likely to play an insignificant role once the system has been used a few times by library users.
► Use of the system has a significant positive influence on user satisfaction.