International Journal of Information Management 33 (2013) 367–377

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International Journal of Information Management

journal homepage: www.elsevier.com/locate/ijinfomgt

RFID systems in libraries: An empirical examination of factors affecting system

use and user satisfaction
Yogesh K. Dwivedi a,∗ , Kawaljeet Kaur Kapoor b , Michael D. Williams c,1 , Janet Williams d,2
a
The School of Business, Room #123, Haldane Building, Swansea University, Singleton Park, Swansea SA2 8PP, Wales, UK
b
The School of Business, Haldane Building, Swansea University, Singleton Park, Swansea SA2 8PP, Wales, UK
c
The School of Business, Room #124, Haldane Building, Swansea University, Singleton Park, Swansea SA2 8PP, Wales, UK
d
Faculty of Business and Society, University of Glamorgan, UK

a r t i c l e i n f o a b s t r a c t

Article history: Library operation and management requires the performance of a number of repetitive, painstaking,
Available online 27 November 2012 labour- and time-intensive activities. Hence, in order to increase efficiency and effectiveness, many
libraries are moving towards automation of the majority of their activities. Libraries are deploying Radio
Keywords: Frequency Identification (RFID) technology as a substitute for barcode systems for item identification
IS Success Model and tracking, and this ultimately enables the automation of the majority of their processes. It is apparent
RFID
from the available literature that research on RFID-related issues is largely concentrated on technical,
Use
organizational and implementation aspects, and less attention has been paid to understanding the use
User satisfaction
and user-satisfaction aspects. Therefore, this article aims to understand factors affecting the use of RFID
systems and user satisfaction in a library context by empirically testing relevant constructs from DeLone
and McLean’s IS Success Model. A questionnaire-based survey was employed to collect data from a total of
181 respondents, who were all active users of an RFID-based library system. The findings from this study
suggest that factors like system quality, use and user satisfaction positively influence consumer attitudes
towards RFID-enabled services. The concluding section outlines salient points and briefly describes the
associated limitations of this research, along with suggestions for future research directions.
© 2012 Elsevier Ltd. All rights reserved.

1. Introduction
The management and operation of libraries (particularly large
ones) requires a number of activities to be performed repeatedly.
Such activities include (but are not limited to) tagging new items,
shelving, issuing items to customers, alerting staff to late returns,
re-shelving after returns, inventory management, and protecting
items from theft. These activities are repetitive, painstaking, and
labour/effort and time intensive. Manual operation of such activ-
ities requires high levels of resources in terms of the number of
people required and the amount of time and budget needed, and
this makes it likely that human errors will arise in a number of
activities, hence affecting both the efficiency and the effectiveness
of a library operation. In the hope of increasing efficiency and effec-
tiveness, therefore, many libraries are moving towards automation
∗ Corresponding author. Tel.: +44 0 1792 602340; fax: +44 0 1792 295626.
E-mail addresses: ykdwivedi@gmail.com, y.k.dwivedi@swansea.ac.uk
(Y.K. Dwivedi), kawalkap@gmail.com (K.K. Kapoor), m.d.williams@swansea.ac.uk
(M.D. Williams), jwillia3@glam.ac.uk (J. Williams).
1
Tel.: +44 0 1792 295181; fax: +44 0 1792 295626.
2
Tel.: +44 0 1443 482936.
of the majority of activities outlined above. To this end, Radio Fre-
quency Identification (RFID) technology is being utilized to play a
vital role in library automation.
RFID technology has revolutionized the system of item identi-
fication and tracking. RFID allows the automated identification of
products by embedding chips with wireless antennas into them
(Bose, Ngai, Teo, & Spiekermann, 2009). In a typical RFID system
radio waves are generated, modulated, amplified and then trans-
mitted by a radio frequency transmitter via an antenna. The radio
waves, in turn, are received and processed by RFID tags, which
send back a unique ID and other data via radio waves to a radio
frequency receiver (Ampatzidis & Vougioukas, 2009). In a library
context, RFID tags are embedded within the objects of interest (such
as books, journals, and DVDs) and the receiver is integrated within
various systems such as self-checkout systems, security systems
and inventory management systems.
RFID tagging of objects is becoming the successor technology to
barcodes, particularly in libraries. Molnar and Wagner (2004, p. 25)
argue that libraries represent a fast-growing application of RFID, as
the technology promises to relieve repetitive strain injury of staff,
allow rapid self-checkout for patrons, and make comprehensive
inventory possible. Libraries began using RFID as a substitute for
the electro-magnetic and barcode systems in the late 1990s (Ayre,

0268-4012/$ – see front matter © 2012 Elsevier Ltd. All rights reserved.
http://dx.doi.org/10.1016/j.ijinfomgt.2012.10.008
368 Y.K. Dwivedi et al. / International Journal of Information Management 33 (2013) 367–377
2005). Since then, RFID has been utilized to play an imperative
role in redefining the library process to simplify tasks for users and
library staff. It makes available a platform from which to automate
the majority of processes executed by the library staff.
Due to its effective role in item identification and tracking, RFID
technology is now utilized in various contexts, including library
management. Daily streams witness RFID assisting in preventing
thievery of goods and automobiles, traffic control, automated man-
agement of parking areas and vehicle access control, business
campuses and airports, ski lifting, inventory and supply chain man-
agement and more (Juban & Wyld, 2004; Reyes, Frazier, Prater,
& Cannon, 2007). Farms use tags to keep track of their animals,
while others use them to identify lost pets, and warehouses and
supermarkets tag their goods/items to better manage inventory
(Want, 2004). The drug administration industry is using RFID to
identify drugs and thwart counterfeiting, and, as described above,
libraries are deploying RFID to effectively manage their systems,
and the tags are being incorporated into DVDs to prevent movie
piracy (O’Conner Catherine, 2005). A further brief discussion the
on various applications (including library management) and advan-
tages of RFID-based systems and tagging of objects is provided in
Section 2.
Although RFID-based tagging and systems offers several bene-
fits, including cost savings, its adoption in an organizational context
has been slow due to a number of reasons, including high cost
of implementation and integration issues (Irani, Gunasekaran, &
Dwivedi, 2010). Due to this, the majority of initial scholarly and
industry efforts have focused on understanding and overcoming
technological shortcomings. Very little scholarly attention has yet
been paid to understanding the user or consumer perspective. This
has been highlighted by a recent review on the topic by Irani
et al. (2010), who argued that future scholarly efforts should be
made to investigate management and end-user-related issues that
might be contributing to the failure of RFID implementation efforts.
For example, a handful of studies (Pramatari & Theotokis, 2009;
Rothensee & Spiekermann, 2008) from the retail domain have
illustrated that staff/user resistance, and the associated consumer
apprehensions in accepting this technology, effectively result in the
failure of such implementations. It then becomes critical to scruti-
nize the factors affecting customer acceptance or rejection in other
areas of RFID application, including library management.
Despite the fact that patron self-checking and patron satisfac-
tion (Kern, 2004) have been recognized as the two most imperative
benefits of RFID application in libraries, our literature analysis
discloses that barely any previous effort has been invested in
empirically examining these benefits. The existing literature on
technology adoption (for example Anandarajan, Igbaria, & Anakwe,
2002; Gudigantala, Song, & Jones, 2011; Lin, 2011; Udo et al., 2010;
Wang, Wu, Lin, & Wang, 2011) recommends that it is important
to understand the factors that affect use and user satisfaction
to promote the usage of a system. Considering the above dis-
cussion, this research aims to examine factors that determine
usage and user satisfaction of RFID-based systems in libraries.
The proposed aim was achieved by undertaking an empirical
examination of user perceptions with the aid of an online survey
method.
The remainder of this paper is structured as follows: Section
2 will present a brief review of the literature on RFID appli-
cations and advantages. A brief discussion on the development
of the conceptual model utilized in this research is then pro-
vided in Section 3. Section 4 describes the research methodology
employed to conduct this research, and Section 5 presents the
findings obtained from the analysis of the survey data. A discus-
sion of the reported findings is provided in Section 6. Finally, the
study concludes by outlining its limitations, and future research
directions.
2. Literature review
RFID as a technology is surfacing at an incredibly rapid pace, cre-
ating a space that is full of conjecture concerning the advantages
that its investments may have to offer (Irani et al., 2010). Library
management using RFI-based systems is one of the most popu-
lar applications of this technology. The implementation of RFID in
libraries dates back to the late 1990s. The literature suggests that
the first ever deployment of RFID in a library environment was in
1998, at the Singapore Public Library (Engel, 2006). Singapore was
also the first country in the world to implement RFID systems across
all of its 21 public libraries (Ayre, 2005).
Although the two universally acknowledged advan-
tages/benefits of RFID systems in the library context are patron
self-checking and patron satisfaction (Kern, 2004), there are
several other advantages reported from its application, both in
library management and other application areas. Some of these
benefits include: automation/elimination or reduction in labour
(Ferrer, Dew, & Apte, 2010); capacity expansion (Ferrer et al.,
2010); cost effective, inexpensive, easy and low maintenance (Liu,
Tan, & Chu, 2009; Tesoriero, Tebar, Gallud, Lozano, & Penichet,
2010); self-service/reduction of staff injury (Ayre, 2005; Ching
& Tai, 2009; Engel, 2006; Erwin & Kern, 2003; Hicks, 1999; Yu,
2007, 2008); enhanced customer satisfaction (Ferrer et al., 2010;
Park, Heo, & Rim, 2008); facilitates communication with mul-
tiple tags simultaneously (Abad et al., 2009; Kim & Choi, 2010;
Kumar, Reinitz, Simunovic, Sandeep, & Franzon, 2009; Lau, Yung,
& Yung, 2010; Wang, Chen, & Xie, 2010; Yu, 2007); faster response
time/greater speed/reduced cycle time (Apte, Dew, & Ferrer, 2006;
Coyle, 2005; Kern, 2004; Kumar et al., 2009; Tesoriero et al., 2010);
inventory tracking and visibility/enhanced forecasting/reduced
stock-outs/closed-loop tracking (De Kok, Donselaar, & Woensel,
2008; Doerr, Gates, & Mutty, 2006; Ferrer et al., 2010; Kang &
Stanley, 2005; Kumar et al., 2009; Lee, Lin, Lim, & Lee, 2009;
Lee & Ozer, 2007; Niederman, Mathieu, Morley, & Kwon, 2007;
Wen, 2010); longer lifetime of battery (Coyle, 2005; Kern, 2004;
Tesoriero et al., 2010); increased data storage (Kumar et al., 2009;
Phillips, Karygiannis, & Huhn, 2005; Wu & Yen, 2007); no line of
sight required (Abad et al., 2009; Bansode & Desale, 2009; Kumar
et al., 2009); reduces theft and counterfeiting (De Kok et al., 2008;
Staake, Thiesse, & Fleisch, 2005).
All these advantages and benefits compound the fact that RFID
is very practical and can be opportunely implemented in various
contexts (Liu et al., 2009). Table 1 presents a comparative repre-
sentation of the benefits laid out across different RFID application
areas.
As well as highlighting the advantages of RFID application, previ-
ous studies have identified several technical, economical and social
challenges and limitations that organizations encounter when
implementing RFID. Some such challenges and limitations include:
cost (Abad et al., 2009; Brown & Russel, 2007; Ching & Tai, 2009;
Kumar et al., 2009; Roberts, 2006); difficulty in reading tags on
products containing high amounts of water and metals (Kumar
et al., 2009); difficulty in reading ultra-high-frequency tags near
a human body (Kumar et al., 2009; Roberts, 2006); intermittent
and unreliable readings (Rappold, 2003; Roberts, 2006); middle-
ware design (Chen, Gonzalez, Leung, Zhang, & Li, 2010); multiple
item readings (Smart & Schaper, 2004); perpendicular orientation
of the tag to the antenna of the reader make reading difficult/large
number of tagged objects randomly placed may cause invisibil-
ity (Want, 2004); privacy and security (Atkinson, 2004; Ayoade,
2006; Berthold, Gunther, & Spiekermann, 2005; Edwards & Fortune,
2008; Erwin & Kern, 2003; Jones, Clarke-Hill, Hillier, Shears, &
Comfort, 2004; Kelly & Erickson, 2005; Kumar et al., 2009; Muir,
2007; Roberts, 2006); recycling (Kumar et al., 2009); standard-
ization (Abad et al., 2009; Brown & Russel, 2007; Ching & Tai,
 Y.K. Dwivedi et al. / International Journal of Information Management 33 (2013) 367–377 369

Table 1
RFID application domains and benefits/advantages.

Benefits/applications Airlines Healthcare Library services Retail Warehouse

Management

Automation O’Conner Catherine Ayre (2005) Bose et al. (2009) Wang et al. (2010)
(2005)
Eliminates human error Ferrer et al. (2010) Yu (2008) Wen (2010)
Capacity expansion Engel (2006) Wang et al. (2010)
Cost effective Ferrer et al. (2010) Boss (2004)
Low maintenance Yu (2007)
Self service Kern (2004)
Customer satisfaction Coyle (2005) Han, Lim, and Lee
(2007)
Simultaneous multiple-tag Molnar and Wagner Huang, Zhang, and Adenso-Diaz and
communication (2004) Jiang (2007) Gascón (1999)
Cycle time reduction Coyle (2005) Adenso-Diaz and
Gascón (1999)
Information sharing O’Conner Catherine Lee and Ozer (2007) Kern (2004) Kim and Chong (2007)
(2005)
Inventory tracking Chen et al. (2010) Bansode and Desale Gaukler, Seifert, and Wang et al. (2010)
(2009) Hausman (2007)
Longer lifetime Yu (2007)
No line of sight required Coyle (2005) Deyle, Nguyen,
Reynolds, and Kemp
(2010)
Safety Lee and Ozer (2007)
Reduces Hicks (1999) Herianto Sakakibara,
theft/counterfeiting Koiwa, and
Kurabayashi (2008)

2009; Loebbecke & Huyskens, 2008); managerial issues (Hildner,
2006), and vandalism (Coyle, 2005; Engel, 2006; Gomez-Gomez,
Ena-Rodriguez, & Priore, 2007; Hopkinson & Chandrakar, 2006;
Kern, 2004).
Having introduced the benefits/advantages, challenges and lim-
itations of RFID technology, the next section will discuss the
theoretical basis of this study, propose the conceptual model to
be used, and formulate the relevant hypotheses.
3. Theoretical basis and development of conceptual model
A number of alternative theories and models have been
utilized to examine the individual adoption of information sys-
tems/information technology. The following are examples of some
of the most frequently utilized theories and models: Technol-
ogy Acceptance Model (Davis, 1989; Hsiao & Yang, 2011; Kim
& Garrison, 2010; Park, Roman, Lee, & Chung, 2009); Theory of
planned behaviour (Ajzen, 1991; Hansen, Jensen, & Solgaard, 2004;
Lean, Zailani, Ramayah, & Fernando, 2009); Diffusion of innova-
tions (Lean et al., 2009; Rogers, 2003); and Theory of reasoned
action (Hansen et al., 2004; Lean et al., 2009). All of these theo-
ries and models and their constructs are appropriate for examining
the intention and use of a technology. However, they are less appro-
priate when research intends to examine aspects of post-adoption
behaviour, for example user satisfaction and the success of the
implemented system. Since the purpose of this research is to exam-
ine the use and user satisfaction of RFID systems in a library context,
the aforementioned theories are considered less appropriate here.
One of the most established and frequently utilized theories
that facilitates the examination of success and user satisfaction
is DeLone and McLean’s IS Success Model (DeLone & McLean,
1992, 2002, 2003, 2004). The following six interrelated constructs
together form IS success: system quality, information quality,
service quality, (intention to) use, user satisfaction, and net bene-
fits. A large number of previous studies have utilized this model to
examine users, user satisfaction and the success of systems. Exam-
ples of recent applications of this theory include Kim, Oh, Shin,
and Chae’s (2009) study, which examined use of, and user satis-
faction regarding, ubiquitous computing, and Floropoulos, Spathis,
Halvatzis, and Tsipouridou’s (2010) study, which examined the suc-
cess of the Greek Taxation Information System. Since the purpose
of this research is also to examine the satisfaction of users who
have already adopted RFID technology, DeLone and McLean’s IS
Success Model (DeLone & McLean, 1992, 2002, 2003, 2004; Petter
& McLean, 2009; Urbach & Muller, 2011) was considered the most
appropriate model for this study. All constructs (except net bene-
fits) from DeLone and McLean’s IS Success Model were utilized to
examine the factors affecting the use and user satisfaction arising
from using RFID systems. Since the paper aimed at the use and user
satisfaction aspects, the net benefit construct was removed.
In line with the IS Success Model (DeLone & McLean, 2002, 2003),
the proposed model postulates that information quality, system
quality, and service quality influence the actual use of RFID-based
systems in libraries. The model also proposes that use, information
quality, service quality and system quality will have a significant
influence on user satisfaction. Fig. 1 illustrates the adapted IS Suc-
cess Model, and the formulated hypotheses are presented in Table 2
and briefly discussed in remaining paragraphs of this section.
3.1. System quality (SQ)
According to Urbach and Muller (2011), system quality is made
up of the desirable characteristics of an information system and,
hence, accounts for measures of the information system itself,
RFID System Quality
RFID System Use
Service Quality
Obtained from Library
Staff
User Satisfaction
Information Quality
Fig. 1. Proposed conceptual model for examining user adoption of RFID.
Source: Adapted from DeLone and McLean (2003, 2004).
370 Y.K. Dwivedi et al. / International Journal of Information Management 33 (2013) 367–377

Table 2 that service quality equates to the discrepancy between the cus-
Description and proposed relationships of factors included for examining user adop-
tomer’s perception and their expectation. Hence, satisfying a user’s
tion of RFID.
expectations leads to increased overall user satisfaction (Pitt et al.,
Constructs Description of constructs Source 1995). Kim et al.’s (2009) study also reported a significant influence
and proposed
of service quality on the use of ubiquitous computing. An empiri-
relationships with
dependent constructs
cal examination by Floropoulos et al. (2010), which examined the
success of the Greek Taxation Information System, demonstrated
System quality Refers to desirable DeLone and McLean
the significant influence of service quality on perceived usefulness
characteristics of an (2003) and Urbach and
information system, Muller (2011) and user satisfaction. Udo, Bagchi, and Kirs (2010) also observed
which will positively significant effects of web service quality on intention to use and
influence use of RFID user satisfaction. In line with previous studies described above, the
systems and user
following hypotheses are proposed for empirical testing:
satisfaction
Service quality Represents the quality of Berthold et al. (2005), H3. Service quality will significantly influence use of RFID sys-
the support (i.e. training, DeLone and McLean
tems.
or helpdesk) that the (2003), and Urbach and
library users receive Muller (2011) H4. Service quality will significantly influence user satisfaction.
from the library staff,
which will positively
influence the use of RFID 3.3. Information quality (IQ)
systems and directly
affect the user satisfaction The measures of the information quality construct include time-
Information quality Refers to the desirable DeLone and McLean
liness, accuracy, availability, completeness, consistency, precision,
characteristics of output (2003), Hildner (2006),
of an information Loebbecke and Huyskens
reliability, scope, relevance, and format of information generated
system, which will (2008) and Urbach and by an information system (Seddon & Kiew, 2007; Urbach & Muller,
positively influence use Muller (2011) 2011). Urbach and Muller (2011, p. 5) stated that the IQ is ‘often
of RFID systems and user seen as a key antecedent of user satisfaction’. An empirical exami-
satisfaction
nation by Rai, Lang, and Welker (2002) on use and user satisfaction
Use Use is a measure of the DeLone and McLean
spread of the technology, (2003), Gunther and of student information systems demonstrated a significant effect of
and is likely to have a Spiekermann (2005), information quality on perceived usefulness and user satisfaction.
significant influence on McGinity (2004), More recently, similar observations were reported by Floropoulos
user satisfaction Pramatari and Theotokis
et al. (2010) when explaining the success of the Greek Taxation
(2009), and Urbach and
Muller (2011)
Information System. The findings of this study demonstrated that
User satisfaction Refers to the degree of DeLone and McLean information quality significantly influences perceived usefulness
pleasure/happiness (2003), and Urbach and and user satisfaction of the Greek Taxation Information Systems
obtained from the use of Muller (2011) (Floropoulos et al., 2010). Kim et al. (2009) also illustrated a sig-
the technology in
nificant influence of information quality on the use of ubiquitous
question
computing. Petter and McLean (2009) conducted a meta-analysis
of findings reported in published studies that examined the effect
which specifically concentrate on the usability aspects and per- of information quality on use (five studies) and user satisfaction
formance characteristics of the system in question. Wu and Wang (10 studies). The findings from their meta-analysis demonstrated
(2006) highlighted that the importance of system quality is con- that, overall, information quality had a strong and significant influ-
cerned with the following: whether there are errors in the system, ence on both use (across five studies) and user satisfaction (across
ease of use, stability, response time and flexibility. More recently, 10 studies) constructs (Petter & McLean, 2009). Considering the
Kim et al. (2009) illustrated the significant influence of system qual- above discussion, it can be argued that the greater the information
ity on the use of ubiquitous computing. Petter and McLean (2009) quality of RFID systems in libraries, the more likely it is that the sys-
conducted a meta-analysis of findings reported in nine published tem will be used and the user will be satisfied. Thus, the following
studies that examined the effect of system quality on use and user hypotheses are proposed for empirical testing:
satisfaction. The findings from their meta-analysis demonstrated
H5. Information quality will significantly influence use of RFID
that, overall (across nine studies), system quality had a strong and
systems.
significant influence on both use and user satisfaction constructs
(Petter & McLean, 2009). Considering the above discussion, it can H6. Information quality will significantly influence user satisfac-
be argued that the greater the quality of RFID systems in a library, tion.
the more likely it is that the system will be used and the user will be
satisfied. Thus, the hypotheses proposed for empirical testing are: 3.4. Use
H1. System quality will significantly influence use of RFID sys-
Urbach and Muller (2011), describe use as the degree and man-
tems.
ner in which an information system is employed. They go on to
H2. System quality will significantly influence user satisfaction. elaborate that measuring the usage of an information system is a
broad concept which can be considered across several perspectives.
3.2. Service quality (SQ) DeLone and McLean (2002, 2003, 2004) argued that use, specially
informed and effective use, is an important indication of IS success.
Service quality refers to all direct or non-direct assistance A number of previous studies (Chiu, Chiu, & Chang, 2007; Halawi,
offered in relation to a service or a purchase that the organization McCarthy, & Aronson, 2007; Iivari, 2005), which each conducted
has to offer, to enhance customer experience (Pérez-Mira, 2010). empirical tests, found evidence in support of DeLone and McLean’s
DeLone and McLean (2003, 2004) argued that poor user support (2002, 2003, 2004) argument, as they illustrated a significant pos-
will result in lost customers and decreased sales. Pitt, Watson, and itive relationship between use and user satisfaction. Considering
Kavan (1995) reviewed and analyzed various studies to conclude the above discussion, it can be argued that the greater the use of
 Y.K. Dwivedi et al. / International Journal of Information Management 33 (2013) 367–377
Table 3
Constructs and corresponding items.
Constructs Survey questions/items (Sources: Derived from
DeLone and McLean (1992, 2003, 2004),
Floropoulos et al. (2010) and Kim et al. (2009))
System quality (SYQ) SYQ1: Library’s self-issue/return terminals are user
friendly
SYQ2: The response time of the self-issue/return
terminals is acceptable
Service quality (SEQ) SEQ1: I can get support from the library staff when
I encounter problems in using the self-issue/return
terminals
SEQ2: Library staff are generally available to
resolve problems that I may have encountered
regarding the use of self-issue/return terminals
Information quality (IQ) IQ1: The information displayed at the
self-issue/return terminals regarding their use is
understandable
IQ2: The information displayed at the
self-issue/return terminals regarding their use is
sufficient and useful
Use (U) U1: I use self-issue terminals to issue books at the
library
U2: I use self-return terminals to return issued
books
User satisfaction (US) US1: The selfissue/return terminals meet my
library (book issue/return) needs
US2: I am satisfied with the self-issue/return
terminals’ efficiency
US3: Overall, I am satisfied with the
self-issue/return terminals
RFID systems in libraries, the more likely it is that their users will
be satisfied. Thus, the proposed hypothesis for empirical testing is:
H7. System use likely to have significant influence on user satis-
faction.
4. Research method
The survey research method, employing online questionnaires,
was considered an appropriate method for examining the use and
user satisfaction of RFID systems in a library context. The following
section presents details on the survey instrument utilized to col-
lect data, the pilot test conducted, and the administration of the
questionnaire.
4.1. Survey instrument
The survey questionnaire utilized for data collection in this
research included two types of questions. The first type were
multiple-choice in nature, and aimed to capture data related to
the following: (1) demographic characteristics (such as age, gen-
der, education) of respondents; (2) frequency of library visit; and
(3) awareness of RFID technology.
The second type consisted of a total of 11 Likert scale ques-
tions. These questions were included to collect perceptual data with
which to test the hypotheses and conceptual model presented in
the previous section. The respondents had to rate each question on
a five-point Likert scale (Hui & Triandis, 1989; Kim et al., 2009), as
follows: 5 = strongly agree; 4 = agree; 3 = neither agree nor disagree;
2 = disagree; 1 = strongly disagree. These 11 Likert scale questions
were designed to measure the perceptions of respondents in terms
of five different constructs (as illustrated in Fig. 1 and listed in
Table 3). Each construct was made up of a specific set of questions
from the survey. Eleven out of a total of 16 survey questions were
mapped against the respective constructs, as exemplified in Table 3.
As described above, the remaining five questions collected data on
the five demographic factors.
371
4.2. Pilot study
With the survey instrument fully designed and in place, before
targeting a larger population, a pilot study was conducted to ensure
the questionnaire’s understandability and ease from the respon-
dent perspective. The pilot study involved a total of five students,
and care was taken to involve students from different study pro-
grammes. The respondents found the survey simple to understand
and quick to complete. Minor comments/suggestions were made,
and these were addressed and incorporated into the final version
of the questionnaire.
4.3. Data collection
Data was collected from student users of a UK higher education
institution’s library that had successfully implemented RFID-based
self-issue/return terminals. Since students were the prime users
of the RFID-enabled services installed at the library, they were
considered to be the most appropriate population for testing the
proposed hypotheses regarding use and user satisfaction of RFID-
based systems. Hence, the population of this survey consisted solely
of students at the selected institution. After determining the popu-
lation, the next step was to circulate the survey to all the students
who used library services; the library staff were contacted to facil-
itate this, and the library then e-mailed the online survey in the
mid of July 2010 to all student users of the selected library, asking
for those interested to complete the survey. The library staff were
responsible for the circulation of the survey and the total size of
the targeted population was not disclosed. The respondents were
requested to return the completed questionnaires within 15 days.
We received 197 completed questionnaires within the specified
duration. After careful checking, it was found that 16 questionnaires
had missing data for several of the Likert-scale-type questions.
After careful consideration, it was deemed appropriate to remove
the incomplete data from these 16 questionnaires in order main-
tain accuracy and reliability. Finally, the data collected from the
181 responses were subjected to further analyses using SPSS data
analysis software, the findings from which are presented in Section
5 and discussed in Section 6.
Analyses of the data included generating the frequency and per-
centage of demographic variables, reliability tests to determine
the internal consistency of survey items, and descriptive statistics
(means and standard deviations) of the Likert-scale-type questions.
Finally, two linear regression analyses were conducted in order to
test the hypotheses formulated in Section 3.
5. Findings
5.1. Demographics
Table 4 presents the demographics of the survey respondents
in terms of age, gender, educational qualifications, library visit fre-
quency and RFID awareness. The table illustrates that the largest
proportion of respondents are 18–24 years old (70.7%), female
(63.5%), and studying for an undergraduate degree. The majority
of respondents visited the library either once in two weeks (27.1%)
or once in a month (28.2%), and 56.4% of respondents were not
aware of RFID technology (see Table 4).
5.2. Reliability test
A reliability test was conducted to measure the internal consis-
tency of the survey items for each construct, the results of which are
presented in Table 5. According to Hinton, Brownlow, McMurray,
and Cozens (2004) there are four cut-off points for Cronbach’s alpha
372 Y.K. Dwivedi et al. / International Journal of Information Management 33 (2013) 367–377

Table 4 average mean value of 4.52. This is followed by user satisfaction,

Demographic characteristics of respondents.
system quality and information quality. Finally, service quality is
Variable Group Frequency % seen to be the least agreed-upon construct with the lowest average
Age 18–24 128 70.7 mean value of 3.80 (see Table 6).
25–34 36 19.9
35–44 8 4.4 5.4. Regression analysis
45–54 7 3.9
55+ 2 1.1
The linear regression analysis provided an estimate of the linear
Total 181 100
equation coefficients, concerning one or more independent vari-
Gender Female 115 63.5
ables that result in the best prediction of the dependent variable
Male 66 36.5
Total 181 100
value (Draper and Smith, 1998). A regression analysis was thus con-
ducted for a total of 181 cases; in correspondence with the proposed
Education Postgraduate – research 28 15.5
conceptual model (see Fig. 1), the following two sets of regression
Postgraduate – taught 38 21.0
Undergraduate 111 61.3 analyses were performed.
Other 4 2.2
Total 181 100 5.4.1. Regression analysis I: the influence of user satisfaction,
Frequency of Many times a week 35 19.3 system quality, information quality and service quality on use
library visits Within the first regression cycle, three predictor variables,
Once a week 35 19.3 namely system quality, information quality and service quality,
Once every 2 weeks 49 27.1
were utilized to explain RFID system use by library users. The resul-
Once a month 51 28.2
Other 11 6.1 tant model was: (F(3, 181) = 33.079, p = 000). The adjusted R2 value
Total 181 100 was 0.348. Of the three predictor variables, the following two were
found to have a significant effect on system use: system qual-
RFID awareness I am not familiar with it at all 102 56.4
I have only heard about it 41 22.7 ity (ˇ = 0.316, p = 0.001); information quality (ˇ = 0.330, p = 0.000).
I have some knowledge of what it is 28 15.5 However, as illustrated in Table 7, the service quality construct did
I know all about RFID 10 5.5 not have a significant effect on RFID system use.
Total 181 100

5.4.2. Regression analysis II: the influence of use, information

Table 5 quality, system quality and service quality on user satisfaction
Reliability test. A second round of analysis was carried out with user satisfac-
Constructs Sample # of Cronbach’s Reliability
tion as the dependent variable, and the following four predictor
size items alpha (˛) type variables were taken into account: information quality, system
quality, service quality and system use. From the analysis, a signifi-
System quality 181 2 0.737 High
Service quality 181 2 0.847 High cant model emerged: (F(4, 181) = 85.71, p = 0.000) with an adjusted
Information quality 181 2 0.925 Excellent R2 value of 0.653. In terms of the impact of individual constructs,
Use 181 2 0.896 High the findings suggest that the significant predictor variables were,
User satisfaction 181 3 0.898 High system quality (ˇ = 0.499, p = 0.000), information quality (ˇ = 0.219,
p = 0.001), and system use (ˇ = 0.225, p = 0.000), while service qual-
ity (ˇ = 0.028, p = 0.551) was considered to be the insignificant
representative of reliability, which are (i) 0.90 and above, indi-
predictor.
cating excellent reliability; (ii) 0.70–0.90 for high reliability; (iii)
0.50–0.70 reflecting moderate reliability; and (iv) 0.50 and below
5.4.3. Multicollinearity test
for low reliability.
Tables 7 and 8 also illustrate that the VIF for both regression
As illustrated by Table 5, out of five constructs applied in the
analyses varied between 1.353 and 2.372. These values are much
study, one construct has an excellent reliability measure, while
lower than the maximum recommended level of 10 (Brace, Kemp,
the alpha values for the remaining four constructs suggest that
& Snelgar, 2003; Irani, Dwivedi, & Williams, 2009). Therefore, the
the items have relatively high internal consistency. The high Cron-
VIF values presented in Tables 7 and 8 suggest that the indepen-
bach’s alpha values for all constructs imply that all items of the
dent variables included in this study do not suffer unduly from the
individual constructs of which the instrument is comprised are
problem of multicollinearity. This means that the reported variance
highly internally consistent.
explained by these variables is likely to be a reflection of the true
situation (Brace et al., 2003; Irani et al., 2009).
5.3. Descriptive statistics
6. Discussion
The descriptive statistics for each individual construct are rep-
resented with their mean and standard deviation values in Table 6.
6.1. Hypotheses testing
The table indicates that use is the construct with the highest
A total of seven research hypotheses (see Section 3 and Fig. 1)
Table 6 were tested to examine whether the independent variables sig-
Descriptive statistics. nificantly explained the dependent variables. Five of the seven
Constructs N n Mean Std deviation hypotheses were supported by the data (see Tables 7 and 8), which
System quality 181 2 4.05 0.849
suggests that all independent variables except service quality sig-
Service quality 181 2 3.80 0.972 nificantly explained the dependent variables (i.e. use (U) and user
Information quality 181 2 4.04 0.897 satisfaction (US)). The hypotheses formulated to test the effects of
Use 181 2 4.52 0.834 service quality on use and user satisfaction (H3 and H4) were not
User satisfaction 181 3 4.12 0.887
supported by the data (see Tables 7 and 8); a detail explanation of
N, number of usable responses; n, number of items. this is provided within the remaining paragraphs of this subsection.
 Y.K. Dwivedi et al. / International Journal of Information Management 33 (2013) 367–377
Table 7
Regression analysis I: examining the influence of system quality, service quality, and information quality on system use.
Independent variables Standardized t-Value
coefficients
Constant 2.027 7.556
System quality 0.316 3.531
Service quality 0.000 0.003
Information quality 0.330 3.773
Adjusted R2 0.348
F 33.079
Significance 0.000
Table 8
Regression analysis I: examining the influence of system quality, service quality, information quality, and system use on library user satisfaction.
Independent variables Standardized coefficients
Constant 0.156
System quality 0.499
Service quality 0.028
Information quality 0.219
Use 0.225
Adjusted R2 0.653
F 85.71
Significance 0.000
As discussed in Section 3.1, a number of previous stud-
ies have illustrated the appropriateness of the system quality
construct to explain use and user satisfaction regarding a new sys-
tem/technology. For example, system quality successfully explains
the use and/or user satisfaction of knowledge management systems
(Wu & Wang, 2006), ubiquitous computing (Kim et al., 2009), and
the Greek Taxation Information System (Floropoulos et al., 2010).
Petter, DeLone, and McLean (2008, pp. 249–250) listed 14 studies
reporting significant effects of system quality on system use, and 21
studies that reported a significant positive influence of system qual-
ity on user satisfaction. In a similar vein, Petter and McLean (2009),
by conducting a meta-analysis of nine published studies, demon-
strated that across all nine studies system quality had a strong
and significant influence on both the use and user satisfaction con-
structs. The importance of system quality for promoting the use of
RFID-based systems to consumers has been highlighted by Gunther
and Spiekermann (2005) and McGinity (2004). Our findings (see
Tables 6–8) are in line with the majority of existing research on
the IS Success Model and arguments made by RFID researchers
that the quality of RFID-based systems is an important factor for
determining the use of the system and the satisfaction of library
users.
Along with system quality, the information quality construct
was included as a core construct in both 1993 (DeLone and McLean,
1993) and 2003 (DeLone & McLean, 2003) versions of the IS Suc-
cess Model. Its importance and usefulness for explaining use and
user satisfaction is evidenced by a number of existing articles that
have tested the effect of this construct. For example, information
quality has successfully explained the use and/or user satisfac-
tion of integrated student information systems (Rai et al., 2002),
ubiquitous computing (Kim et al., 2009) and the Greek Taxation
Information System (Floropoulos et al., 2010). Petter et al. (2008,
p. 250) listed four studies reporting a significant effect of infor-
mation quality on system use, and 15 studies that reported a
significant positive influence of information quality on user satis-
faction. Petter and McLean’s (2009) meta-analytic study concluded
by analyzing findings from a number of published studies that
overall information quality has a significant influence on both use
and user satisfaction constructs. In line with above discussion,
the findings (see Tables 6–8) from this study also confirm that
information quality is an important factor for determining use of
the system and user satisfaction from of the use of RFID-based
library systems.
373
Significance VIF Hypothesis support
0.000
0.001 2.216 H1: Supported
0.998 1.353 H3: Not supported
0.000 2.119 H5: Supported
t-Value Significance VIF Hypothesis support
0.651 0.516 –
7.383 0.000 2.372 H2: Supported
0.551 0.582 1.353 H4: Not supported
3.292 0.001 2.289 H6: Supported
4.100 0.000 1.561 H7: Supported
The third explanatory variable, service quality, was introduced
in the 2003 version of DeLone and McLean’s IS Success Model. Since
its inclusion in the model, a number of studies have empirically
tested its effect on use and user satisfaction. However, the major-
ity of these studies have found that the service quality construct
is ineffective in explaining system and user satisfaction (Petter &
McLean, 2009; Petter et al., 2008). Once again, the findings from
this study (see Tables 6–8) in relation to this construct are in line
with the findings reported in the majority of previous studies.
The possible reason for this (specific to the context of this study)
could be that both of the survey items that were used to measure
service quality revolved around the availability of staff to resolve
problems encountered by patrons at the self-service terminals; the
respondents showed poor agreement with this construct. It could
have been the case that either the library staff could not provide
readily available for assistance with the terminals, or the major-
ity of users have never needed help, as they may able to use the
system without any problems. This is also evidenced by the higher
proportion of variance explained by system quality and information
quality.
More generally, a reason for the underperformance of this con-
struct could be hidden in the underlying purpose for creating it.
According to DeLone and McLean (2003) the need for including
the service quality construct was triggered by the changing role
of the IS function from information provider to service provider.
However, the authors argued that ‘to measure the success of a sin-
gle system, “information quality” and “system quality” may be the
most important quality components’ (DeLone & McLean, 2003, p.
18). They further added that service quality may be the most impor-
tant construct if one wants to examine the overall success of the IS
department (DeLone & McLean, 2003, p. 18). The majority of studies
that have utilized the 2003 version of the IS Success Model (includ-
ing this study on RFID-based systems) have examined individual
systems rather than the overall success of IS departments, and this
could explain its non-significance in a number of studies, including
ours. Service quality is more likely to be effective when measur-
ing the success of web-based systems in comparison to individual
systems, such as RFID systems.
Finally, use of the RFID-based system had a significant and sub-
stantial effect on user satisfaction from using RFID-based systems
within the library (see Tables 6–8). The finding in relation to this is
in line with the findings reported in previous studies, such as that
by Petter et al. (2008, p. 252), who listed four studies (including
374 Y.K. Dwivedi et al. / International Journal of Information Management 33 (2013) 367–377
RFID System Quality
∗β
∗ β = 0.3
∗β
∗ β = 0.49
RFID System Use
[∗ Adjusted R 2 = 0.348]
Service Quality β = 0.0
Obtained from Library
β = 0.028
Staff
∗β
∗ β = 0.33 Library User Satisfaction
[∗ Adjusted R 2 = 0.653]
Information Quality
∗β
∗ β = 0.2
Legend: *=Significant effect
Fig. 2. Model illustrating the factors influencing library user satisfaction with the
use of RFID-based systems.
Chiu et al., 2007; Halawi et al., 2007; Iivari, 2005) that observed
a significant effect of system use on user satisfaction. Petter and
McLean (2009) undertook a meta-analysis of 26 studies, and con-
cluded that there is an overall weak but significant relationship
between use and user satisfaction across all studies, which we also
confirmed in the context of this study.
6.2. Performance of the validated conceptual model
Fig. 2 illustrates the validated model for RFID systems use and
user satisfaction, which proposed in Section 3. Fig. 2 illustrates the
paths from systems quality and information quality, towards the use
of the RFID-based system as being significant. Also, the paths from
systems quality, information quality, and the use of the RFID-based
system, towards user satisfaction, is significant. However, as shown
by dotted lines, the paths from service quality towards both user and
user satisfaction are insignificant.
In terms of performance of the model, the adjusted R2 values
illustrated in Fig. 2 are comparative to previous studies that have
utilized the IS Success Model (see, for example, Floropoulos et al.,
2010; Rai et al., 2002; Seddon & Kiew, 2007; Wu & Wang, 2006). For
example, Floropoulos et al. (2010) reported an adjusted R2 value
of 0.257 for the analysis that examined the effect of information
quality, service quality and system quality, which is much lower
than the value (adjusted R2 = 0.653) illustrated in Fig. 2. Rai et al.
(2002) reported an adjusted R2 value of 0.30 for use as a dependent
variable, and information quality and ease of use as independent
variables. As illustrated in Fig. 2, for similar dependent and inde-
pendent variables our adjusted R2 value (0.348) is slightly better
than that reported by Rai et al. (2002). The comparison with previ-
ous studies clearly suggests that the model possesses a satisfactory
level of performance (i.e. variance explained).
6.3. Research contributions and implications
The findings presented above make theoretical contributions
to the following two lines of research enquiry. Firstly, this study
contributes to the existing literature on the IS Success Model as it
tested it in a new context: RFID-based systems in libraries. As far as
the authors are aware, no previous study has examined RFID sys-
tem use and user satisfaction using the IS Success Model; hence,
the findings from this study clearly enrich the existing knowledge
related to this theoretical paradigm by adding further insights to
the findings offered by previous studies (such as Chiu et al., 2007;
Floropoulos et al., 2010; Halawi et al., 2007; Iivari, 2005; Kim et al.,
2009; Rai et al., 2002; Seddon & Kiew, 2007; Udo et al., 2010;
Wu & Wang, 2006). Furthermore, this study provided empirical
support to DeLone and McLean’s (2003) arguments that service
quality is a less appropriate construct for examining individual
systems, as its effect was found to be insignificant for explaining
RFID-based system use and user satisfaction, which is an example
of an individual system. Secondly, Irani et al. (2010) argued that
the initial academic efforts of RFID researchers have concentrated
mainly on examining technological issues, and that researchers
should now start exploring issues impacting the organizational
and individual adoption of RFID and RFID-based systems. Hence,
∗β
∗β = 0.2
the findings from this research will clearly contribute to the lit-
erature on organizational and individual adoption of RFID-based
systems, and supplement initial efforts (such as Brown & Russel,
2007; Pramatari & Theotokis, 2009; Rothensee & Spiekermann,
2008) on this topic.
In terms of implications, libraries that are still planning to imple-
ment RFID-based systems for self-issue/return should focus on
system quality (such as ease of use and response time) aspects
when designing and implementing their systems. Library users
generally skip human-assisted issues/returns queue in the hope of
saving time. However, complicated and slow self-issue/return sys-
tems may take a longer time, which may have adverse effects on
repeat use and user satisfaction. Hence, the requirement analysis
and design stage must involve actual users to understand how they
will use and navigate the system and interface. The findings indi-
cate that information quality (for example, information regarding
how to use the system and also the quality of system output) also
plays a significant role in determining system use and user satisfac-
tion. Therefore, appropriate information on how to use the system
should be displayed both in the system itself and in printed form
in order to assist users to use the system. The majority of respon-
dents who participated in this survey have already used the system
a number of times; hence, they may not need human assistance
in using the system. As discussed above, this might be a possible
reason for the insignificant role of the service quality construct.
However, libraries with new systems (and also at the beginning of
new academic year) should keep some dedicated staff for the first
few weeks to assist new users with using the system. This will help
in two ways: first, it will make users more aware of how to use
the system, hence enhancing the information-quality aspect of the
system. Consequently, this may have a positive effect on use and
user satisfaction. Since use was also found to have a positive and
significant impact on user satisfaction, it is absolutely critical that
library staff should motivate and encourage library users to try the
system at least few times and, as discussed above, they must have
dedicated support staff at the initial stages to ease users’ anxiety
regarding use of the new system.
This survey also revealed that the least-selected category rep-
resented users who are aware of RFID, which was only 5.5% of the
total respondents (see Section 5.1 and Table 4). It is, therefore, of
critical importance to update users on the technology by provid-
ing all the essential information required for effectively utilizing
the benefits of the installed RFID systems. More users being aware
of the technology will tend to increase use the technology, often
thereby increasing the adoption rate. At the same time (as discussed
above), it is essential to keep support readily available at the initial
stages of implementation to assist users who are having difficulties
in operating the RFID terminals.
7. Conclusions
This research forms an initial attempt towards understanding
the impact of selected constructs on the use of RFID-based systems,
and user satisfaction. The following are some of the conclusions
drawn from the research presented within this article:
• The literature analysis reveals that RFID is the most sought-after
modern-day implementation for libraries (see, for example, Ayre,
2005; Coyle, 2005; Engel, 2006; Hicks, 1999).
 Y.K. Dwivedi et al. / International Journal of Information Management 33 (2013) 367–377
• If the system quality is good, it triggers increased usage and
results in higher user satisfaction.
• Information quality has a significant positive influence on system
use and user satisfaction.
• Service quality is likely to play an insignificant role (in the context
of individual systems) once the system has been adopted and
used a few times by library users.
• Use of the system has a significant positive influence on user
satisfaction. Thus, a conducive environment is necessary at the
early stages of new system implementation in order to engage
users with the new system. Since the majority of respondents
indicated that they use self-issue/return terminals frequently, it
can be concluded that users prefer using the RFID terminals to
self-issue/return books from/to the library.
7.1. Limitations and future research directions
As far as the limitations and the scope for future research are
concerned, only students of a university utilizing RFID-equipped
services were targeted. In reality, these services are also utilized by
other staff and faculty members, and a future scenario should aim at
a user population comprising users from all streams. Furthermore,
included users from varied streams would also increase the chances
of receiving a high response rate, which will contribute towards
increasing the strength of the survey findings. Also, non-probability
sampling and delivery of the survey to all students may have led to
the introduction of a self-selection bias, as it might have been the
case that only those students who are either frequent users of the
RFID terminals or are interested in the technology participated in
the survey. Since the purpose of this survey was to examine use and
user satisfaction, self-selected frequent users of RFID-based sys-
tems were the ideal candidates for this research, and this aspect
is therefore unlikely to have a significant affect on the findings
presented in this study. However, if a survey aims to examine the
adoption/acceptance of new systems, then this in effect increases
the chances of the non-adopters or the low-frequency users of
this technology having not participated in the survey. Hence, the
results of such surveys would be deprived of the perceptions of
the non-adopter population, making the findings biased towards
the adopter population. Future surveys that intend to investigate
the adoption of new systems can eliminate such problems by using
the probability sampling approach and carefully observing the non-
response bias.
Constructs like service quality, which was found to be insignif-
icant, may have been related to issues with the instrument or
sample, and it may be the case that the non-adopters would
have had different perceptions. Or, it may be that this construct
is more relevant during the early stages of implementing new
systems, and future research should further refine, develop and
use service quality measures to examine the role of this con-
struct in order to determine use and user satisfaction. To measure
perceptions on system quality, information quality, service qual-
ity, use and user satisfaction, we utilized a five-point Likert scale
measurement. Although the five-point scale has been success-
fully employed in existing research (see for example, Kim et al.,
2009), there is concern that it is less balanced than the seven-point
scale. Considering wider academic debate on this issue, for future
research it might be more appropriate to utilize the seven-point
scale.
Acknowledgements
The authors would like to thank the Editor and the anony-
mous reviewers for their constructive comments and suggestions
for improvement on an earlier version of this paper.
375
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Yogesh K. Dwivedi is a Senior Lecturer in Information Systems and E-Business at
the School of Business and Economics, Swansea University, Wales, UK. He obtained
his PhD and MSc in Information Systems from Brunel University, UK. He has co-
authored several papers which have appeared in international referred journals such
as CACM, DATA BASE, EJIS, ISJ, ISF, JCIS, JIT, JORS, and IMDS. He is Associate Editor of
EJIS, Assistant Editor of TGPPP, Managing Editor of JECR and member of the editorial
board/review board of several journals. He is a member of the AIS and IFIP WG8.6.
Kawal Kapoor is a PhD candidate in the school of Business and Economics at
Swansea University, Wales. She has her bachelors in industrial engineering & man-
agement from JSSATE, India. She is a master of business administration and has her
377
MBA degree awarded from Swansea University, Wales. Her ongoing PhD research
is on the Diffusion of Innovations. She carries three years of work experience in the
IT industry, as a software engineer with Accenture Services Private Limited, India.
Michael D. Williams is a Professor in the School of Business and Economics at
Swansea University in the UK. He holds a BSc from the CNAA, an MEd from the
University of Cambridge, and a PhD from the University of Sheffield. He is a member
of the British Computer Society and is registered as a Chartered Engineer. Prior to
entering academia Professor Williams spent twelve years developing and imple-
menting ICT systems in both public and private sectors in a variety of domains
including finance, telecommunications, manufacturing, and local government, and
since entering academia, has acted as consultant for both public and private organi-
zations. He is the author of numerous fully refereed and invited papers within the
ICT domain, has editorial board membership of a number of academic journals, and
has obtained external research funding from sources including the European Union,
the Nuffield Foundation, and the Welsh Assembly Government.
Janet Williams is a Senior Lecturer at the University of Glamorgan Business School.
She holds BSc (Econ) and MSc (Econ) from Cardiff University. Her research interests
are focused upon the social, economic and organisational implications of techno-
logical change, and utilisation of the internet.