User acceptance of AI chatbot services in public libraries

Purpose This paper aims to explore the determinants that affect users’ willingness to adopt artificial intelligence (AI) chatbot services in public library settings by applying the unified theory of acceptance and use of technology (UTAUT) and the information gap theory and to present the implications for revitalizing their use. Design/methodology/approach This study collected data through a survey and verified that the independent variables significantly influenced the dependent variable by conducting a regression analysis that measured both direct and indirect effects. To examine the disparities in use intention across various demographic groups, independent sample t-tests, one-way analysis of variance, and post hoc tests were performed. Findings AI literacy, facilitating conditions, social influence, performance expectancy and effort expectancy were identified as factors influencing the intention to use AI chatbot services in public libraries. Social influence and AI literacy are crucial predictors. Disparities were observed in the intention to use AI chatbot services based on users’ age, educational level and occupation. Practical implications Word-of-mouth recommendations are crucial for revitalizing AI chatbot services in public libraries, and AI literacy programs can contribute to their popularization. Originality/value Based on the UTAUT and the information gap theory, this study examines the factors influencing AI chatbot service use in public libraries, an underexplored area. The findings provide practical implications for revitalizing AI chatbot services through targeted marketing strategies and the development of AI literacy programs.