User contentment as a mediator between service quality factors and active digital engagement in ubiquitous library services
DOI:
https://doi.org/10.22452/mjlis.vol31no2.1Keywords:
Ubiquitous digital libraries, Information Systems Success Model, Service quality, System quality, Information quality, User contentment, Active Digital EngagementAbstract
Although U-Pustaka provides anytime, anywhere access to Malaysia’s digital library resources and services, access alone does not ensure sustained Active Digital Engagement (ADE). This study examines how system, information, and service quality influence ADE through user contentment. A quantitative cross-sectional survey of 296 U-Pustaka users was conducted between November and December 2024, and the extended Information Systems Success Model (ISSM) was evaluated using partial least squares structural equation modelling. The findings show that all three quality dimensions enhance user contentment, with information quality exerting the strongest influence. User contentment subsequently strengthens ADE and mediates the relationships between the quality dimensions and engagement. The study extends the ISSM by establishing user contentment as an affective mechanism that translates perceived quality into active engagement. It also provides empirical evidence from Malaysia’s national ubiquitous digital library context, where such engagement mechanisms remain underexplored. The findings guide U-Pustaka administrators in prioritising reliable information, intuitive and stable systems, and responsive support services. More broadly, the study supports Malaysia’s national digital transformation agenda by demonstrating how user-centred digital library services can promote inclusive participation, trustworthy access to knowledge, and greater public value from national digital investments.
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