How can we assess the success of information technologies in digital libraries? Empirical evidence from Indonesia

Abstract

This study attempts to model the factors that affect the system's use, user satisfaction, net benefits, and user loyalty to digital library services. We developed the proposed framework using Delone and McLean's information system success model. A survey instrument was adapted, validated, and assessed for reliability. The survey data were gathered from respondents (n. 2105) who are Indonesian open university (IOU) students. We evaluated the validity and reliability of the data by assessing the measurement model. We applied a structural model in the Partial Least Square Structural Equation Modelling (PLS-SEM) to report the path coefficient (β), p-value, and t-value for the main data analysis. Findings inform that all hypotheses were confirmed. Service quality had the most significant role in predicting user satisfaction, and user satisfaction was the most significant predictor of use. In addition, the net benefits variable was mostly affected by use. For user loyalty, the most robust determinant was net benefits. This research elaborates on quality criteria that can be a reference for related stakeholders to improve digital library services, satisfaction, use, net benefits, and user loyalty.