Evaluation of User Satisfaction in Web-based Library Information Systems: A Systematic Literature Review

Faradina Faradina, Taqwa Hariguna, Fandy Setyo Utomo

Abstract


The transformation of library management today is highly influenced by the acceleration of information and communication technology (ICT), particularly through the adoption of web-based information systems. While these systems can optimize productivity and service accessibility, their effectiveness ultimately depends on the level of user satisfaction. This study evaluates various user satisfaction assessment methodologies through a Systematic Literature Review (SLR) using the PRISMA protocol on 25 selected articles published between 2020 and 2024. The findings indicate a shift in the dominance of evaluation tools toward the Human-Organization-Technology Fit (HOT-Fit) model and the Net Promoter Score (NPS). Key determinants of satisfaction were identified in terms of information quality, system reliability, and responsiveness of technical support.

Keywords


HOT-Fit; information technology; library information systems; SLR; user satisfaction

Full Text:

PDF

References


V. Y. P. Ardhana, M. Sapi’i, H. Hasbullah, dan E. A. M. Sampetoding, “Web-based Library Information System using Rapid Application Development (RAD) Method at Qamarul Huda University,” The Ijics (International Journal of Informatics and Computer Science), Vol. 6, No. 1, hlm. 43, 2022, doi: 10.30865/ijics.v6i1.4031.

M. R. A. Kadir, “Analysis of User Satisfaction of Academic Digital Library: An Empirical Model with Mediating Effects,” International Journal of Academic Research in Business and Social Sciences, Vol. 13, No. 12, 2023, DOI: 10.6007/ijarbss/v13-i12/20030.

J. F. Chen, J. F. Chang, C. W. Kao, dan Y. M. Huang, “Integrating ISSM Into TAM to Enhance Digital Library Services,” The Electronic Library, Vol. 34, No. 1, hlm. 58–73, 2016, DOI: 10.1108/el-01-2014-0016.

N. Soltani-Nejad, F. Taheri-Azad, N. Zarei-Maram, dan M. K. Saberi, “Developing a Model to Identify the Antecedents and Consequences of User Satisfaction with Digital Libraries,” Aslib Journal of Information Management, Vol. 72, No. 6, hlm. 979–997, 2020, DOI: 10.1108/ajim-04-2020-0099.

M. R. Arsyanur, A. I. Suroso, dan A. Sukmawati, “Analysis of Success Factors Implementation of State Civil Apparatus Management Information System,” Jurnal Aplikasi Manajemen, Vol. 17, No. 3, hlm. 479–488, 2019, DOI: 10.21776/ub.jam.2019.017.03.12.

K. K. Matusiak, “Perceptions of Usability and Usefulness of Digital Libraries,” International Journal of Humanities and Arts Computing, Vol. 6, No. 1–2, hlm. 133–147, 2012, DOI: 10.3366/ijhac.2012.0044.

I. Maita dan I. D. A. Riski, “Human Organization and Technology-Fit Model to Evaluate Implementation of Library Information System,” Kne Social Sciences, 2020, DOI: 10.18502/kss.v4i14.7880.

X. Zha, J. Zhang, dan Y. Yan, “Comparing Digital Libraries in the Web and Mobile Contexts From the Perspective of the Digital Divide,” Journal of Librarianship and Information Science, Vol. 47, No. 4, hlm. 330–340, 2014, DOI: 10.1177/0961000614532677.

A. Khan, M. N. Masrek, dan K. Mahmood, “The Relationship of Personal Innovativeness, Quality of Digital Resources and Generic Usability with Users’ Satisfaction,” Digital Library Perspectives, Vol. 35, No. 1, hlm. 15–30, 2019, DOI: 10.1108/dlp-12-2017-0046.

A. Yudhana, “Evaluating the Application of Library Information System Technology using the PIECES Method in Remote Areas,” Ilkom Jurnal Ilmiah, Vol. 15, No. 2, hlm. 250–261, 2023, DOI: 10.33096/ilkom.v15i2.1539.250-261.

S. Valizadeh-Haghi, “Feasibility Study of Establishing an Integrated Geographic Information System: A Case Study of Medical Libraries,” Performance Measurement and Metrics, Vol. 25, No. 3/4, hlm. 206–214, 2024, DOI: 10.1108/pmm-04-2024-0022.

R. M. M. Li, “Use of Artificial Intelligence in Library Services: Prospects and Challenges,” Vol. 11, No. 4, 2024.

B. Lund, I. M. Omame, S. Tijani, dan D. Agbaji, “Perceptions Toward Artificial Intelligence among Academic Library Employees and Alignment with the Diffusion of Innovations’ Adopter Categories,” College & Research Libraries, hlm. 865, 2020, DOI: 10.5860/crl.81.5.865.

P. K. Konch, H. J. Hazarika, P. Hazarika, D. K. Nath, dan A. Konwar, “Enhancing Library Services with AI Solutions: Empowering Librarians Through Cutting-Edge Tools—a Study,” dalam Intelligent Sustainable Systems, A. Nagar, D. S. Jat, D. Mishra, dan A. Joshi, Ed., Singapore: Springer Nature, 2025, hlm. 85–95. DOI: 10.1007/978-981-97-9327-3_8.

N. Soltani-Nejad, F. Taheri-Azad, N. Zarei-Maram, dan M. K. Saberi, “Developing a Model to Identify the Antecedents and Consequences of User Satisfaction with Digital Libraries,” Aslib Journal of Information Management, Vol. 72, No. 6, hlm. 979–997, Nov 2020, DOI: 10.1108/AJIM-04-2020-0099.

L. Ayinde, R. Ebiefung, dan B. D. Oladokun, “Adoption of Artificial Intelligence in Academic Libraries: A Systematic Review of Current Practices, Challenges, and Research Opportunities,” The Journal of Academic Librarianship, Vol. 52, No. 1, hlm. 103185, Jan 2026, DOI: 10.1016/j.acalib.2025.103185.




DOI: https://doi.org/10.32520/stmsi.v15i3.6204

Article Metrics

Abstract view : 0 times
PDF - 0 times

Refbacks

  • There are currently no refbacks.


Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.