Abstract

The study investigates library users’ trust in Artificial Intelligence (AI)-powered library services. It aims to comprehend the factors that affect user trust, perceptions, and attitudes on AI. Furthermore, the research delves into the ethical ramifications of using AI in libraries, emphasizing equity, algorithmic biases, and data privacy concerns. The research attempts to uncover essential characteristics contributing to positive user experiences and successful implementation techniques by analyzing successful case studies and best practices. The intention is to offer knowledge that will assist libraries in integrating AI technology responsibly and efficiently, building user trust, improving services, and satisfying the changing demands of various user communities. The technology–organisation–environment framework (TOE) and the Interactionist Model of Ethical Decision-Making (IMEDM) shed more light on the investigation. Using a quantitative cross-sectional survey design, data were collected from various stakeholders in a developing country context. Simple random, stratified, and purposeful sampling were used. The survey employed a 5-point Likert scale to gauge respondents’ perspectives on AI-enabled library services, emphasizing ethical issues and implementation obstacles associated with user trust. Younger users showed high trust in AI, while privacy, accountability, and transparency were identified as the three main areas of concern. AI’s beneficial effects on user experience and important ethical issues were all shown to be critical, with implications for theory and practice. The study’s originality lies in the insightful information it provides librarians and other critical stakeholders. It enhances user community experiences and emphasizes the key ethical principles in AI implementation.