Achieving University Libraries User Loyalty through User Satisfaction: The Role of Service Quality

Autor/inn/en	Twum, Kojo Kakra; Adams, Matilda; Budu, Stephen; Budu, Rosina Akuokor Anati
Titel	Achieving University Libraries User Loyalty through User Satisfaction: The Role of Service Quality
Quelle	In: Journal of Marketing for Higher Education, 32 (2022) 1, S.54-72 (19 Seiten)Infoseite zur Zeitschrift PDF als Volltext Verfügbarkeit
Zusatzinformation	ORCID (Twum, Kojo Kakra)
Sprache	englisch
Dokumenttyp	gedruckt; online; Zeitschriftenaufsatz
ISSN	0884-1241
DOI	10.1080/08841241.2020.1825030
Schlagwörter	Academic Libraries; User Satisfaction (Information); Users (Information); Library Services; Foreign Countries; Models; Program Evaluation; Group Unity; Attachment Behavior; Ghana + Suchen Sie Ihr Suchwort? College; Colleges; University; Universities; Libary; Libraries; Hochschule; Fachhochschule; Universität; Bibliothek; Hochschulbibliothek; Benutzerfreundlichkeit; Benutzerprofil; Nutzer; Bibliotheksarbeit; Ausland; Analogiemodell; Programme evaluation; Programmevaluation; Gruppenidentität; Attachment; Bindungsverhalten
Abstract	This study examines the influence of library service quality dimensions (i.e. service affect, information access, library as place, and personal control) on user satisfaction, as well as user satisfaction on user loyalty. Data were drawn from 349 library users from a public university library in Ghana. The hypothesized relationships were analyzed using structural equation modeling. The study revealed that with the exception of library as place all the service quality dimensions had a positive significant relationship with library user satisfaction. The study further established a positive significant relationship between user satisfaction and user loyalty. The practical implication is that the attainment of library user loyalty is possible when the management of libraries improve the level of user satisfaction with services. This study is one of the few on assessing library service quality, customer satisfaction, and user loyalty in a developing country context. (As Provided).
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Erfasst von	ERIC (Education Resources Information Center), Washington, DC
Update	2024/1/01