Smart Services Utilization in Academic Libraries: An Assessment of Student Behavior Based on Expectation Confirmation Model

Abstract

Purpose This study aims to evaluate library users’ behavior in response to smart library services at academic institutions in Pakistan. Using the Expectation Confirmation Model (ECM), we assess how expectations and experiences impact the continued use of technologies like RFID, AI-based systems, and digital resources in university libraries.Design/methodology/approach This research intends to apply the expectation-confirmation model to assess the students’ behavior regarding using smart library services in university libraries. A conceptual model with four proposed hypotheses based on the expectation confirmation model was constructed. The Structural Equation Modeling technique was used to test the conceptual model through questionnaire survey data. The data collection instrument was distributed online among students from different universities across Pakistan by applying a random sampling technique.Findings The study provides valuable insights into users’ preferences for these services and identifies factors influencing their satisfaction and behavioral intentions to use smart library technologies. The findings highlight the significance of aligning user expectations with technology outcomes and suggest that smart library services must prioritize user needs for continued engagement.Originality/value This research provides actionable insights that can guide library management in adopting and enhancing smart library services, with implications for other institutions seeking to integrate new technologies.

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