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| Influencing Factors and Empirical Research on the Usage Behavior of Smart Library Online Chatbots |
| Wang Xiwei1,2,3, Luo Ran1, Liu Yutong1, Wuji Siguleng1 |
1.School of Business and Management, Jilin University, Changchun 130022
2.Research Center for Big Data Management, Jilin University, Changchun 130022
3.Research Center of Cyberspace Governance, Jilin University, Changchun 130022 |
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Abstract The smart library online chatbot is a novel medium for artificial intelligence to connect readers and smart libraries. Constructing a theoretical model for the usage behavior of a smart library online chatbot can play an important theoretical and practical role in the development of smart virtual reference services and smart libraries. Based on the stimulus-organism-response framework, combined with the information system success model and social response theory, from the two dimensions of functional and social characteristics, this study analyzes the influencing factors of the usage behavior of smart library online chatbots. The model determines how online chatbots affect users' organismal reaction and usage behavior in the smart library and provides a novel perspective for the study of online chatbot usage behaviors and a novel theoretical framework for behavioral analysis. The results are as follows. Information quality and empathy of smart library online chatbots have positive effects on satisfaction, and empathy and friendliness have positive effects on trust, while satisfaction and trust have positive effects on usage behavior. Users’ trust has the greatest influence on usage behavior, while the system quality of online chatbots has no influence on satisfaction. This research provides theoretical and practical significance for building new types of human-computer relationship in the construction of smart libraries, thereby realizing the equalization of public cultural services and promoting the transformation of conventional libraries into smart libraries.
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Received: 18 January 2022
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