Abstract

This study examines the impact of kiosk-based self-service technology (TBSS), which is rapidly expanding in public libraries, on user satisfaction and the intention to continue the service use. Using surveys and statistical analysis, the study explores how kiosk service quality influences these factors, aiming to enhance device performance and user convenience to promote public library usage. The findings indicate that usefulness, ease of use, and playfulness positively affect both satisfaction and continued usage intention, with usefulness emerging as the most significant factor. Moreover, higher user satisfaction correlates with a greater intention to continue using the service. While users rated usefulness and ease of use highly, they gave lower ratings to playfulness and reliability, highlighting areas for improvement. To enhance playfulness, the introduction of a points-based reward system is recommended, while reliability could be improved through the implementation of maintenance and failure reporting systems. Demographic analysis suggests the need for tailored improvements for individuals aged 60 and above, as well as digital non-experts. Future research should focus on developing public library-specific service quality factors, conducting large-scale surveys, and carrying out in-depth studies targeting digital non-experts.