Users’ satisfaction towards library Facebook site: a study of Sabah State Library

The evolution of Information Technology and the rise of the digital era since 2000 has been a challenging mission for libraries all over the world to be still relevant in providing information in all kinds of forms. Since the year 2020, the social media platform has grown rapidly and it has been the most visited site on the internet. Sabah State Library as a responsible library for all the districts in Sabah, Malaysia needs to take the challenge in order to remain relevant in this field. Despite this, librarians, library staff and the users need to be supportive and cooperative to implement the new processes and to achieve an impactful outcome. Problems arise along the process such as digital literacy skills, perceived usefulness, perceived ease of use, facilitating condition and behavioural intention might be hindrances to the users and it might affect the users’ satisfaction. Hence, this research aims to investigate the users’ satisfaction towards the Facebook site platform. At the end of the study, this research will propose a framework to determine the level of users’ satisfaction. There is significant relationship between digital literacy skills, perceived usefulness, perceived ease of use, facilitating condition and behavioural intention with the users’ satisfactions. Research findings show that although the respondents have high digital literacy skills, they believe that this factor would be one of the elements in affecting the user’s satisfaction towards the library social media site. Besides, the research revealed that digital divide occurs in certain areas in Sabah and this influences the social media usage among the Sabah State Library users. The research also found that the activeness of the Sabah State Library social media site is average but the respondents are strongly agreed that the social media site itself will influence the users’ satisfaction.