Customer acceptance of technology in Hong Kong public libraries.

The rapid development in technology and the huge funding in technological systems in Hong Kong Public Libraries have drawn the attention for researchers to conduct library technology research. While traditional research focuses on the technological development, it is found that there is lack of user-focused research. During the past ten years, public libraries in Hong Kong spent millions of dollars on the development of different technological systems. However, there is no proof that public library users have used them sufficiently. Therefore, the purpose of this study was to identify factors affecting user acceptance of library technology in Hong Kong. Considering the reported underutilization of library technology and the importance of promoting them, this study aimed to provide better understanding of the different factors of user acceptance based on a well established theoretical foundation. This study integrated different technology acceptance models towards intention to use library technology in a public library environment. These models are prominent models used to explain the effects of users' internal beliefs and attitudes on their system usage behaviour. Fourteen variables are included in the proposed model in this study. This study employed a cross-sectional field study using a mixed research method which first included qualitative and then quantitative techniques. The study targeted public library users who have experience using library technology. The population of the study was public library users sampled in three major libraries and in three major districts in Hong Kong. Based on a sample of 462 public library users, the proposed integrated model was found to be strongly effective in explaining user acceptance of library technology. It also demonstrates the effects of external variables on behavioural intention through perceived usefulness and perceived ease of use.The results of the data analysis showed that perceived ease of use had a stronger effect on user acceptance than perceived usefulness, suggesting that user acceptance of library technology depends on the ease of using one system. Relevance, system reliability and perceived ease of use showed positive effects on perceived usefulness. Also, it was found that accessibility, domain knowledge and level of navigation showed positive effects on perceived ease of use while level of understanding of terminology did not. Moreover, the results indicated that user training has a significant effect on perceived usefulness but not on perceived ease of use. This calls for a need to re-examine the effectiveness of user training in the context of library technology. The results also suggested that although subjective norm does not directly affect users' intention to use library technology, it exerts an influence for users in order to get to know this technology. Additionally, the results indicated that there were significant differences of age towards the acceptance of library technology while younger users were found to have more intention to use library technology than older users. The findings of this study provide public library managers with increased understanding so that they can implement improved strategic, marketing and operational changes. Details of the full range of management benefits of the findings are available in Chapter Eight of this study