The influence of library service quality, library image, place, personal control and trust on loyalty: the mediating role of perceived service value and satisfaction

IF 2.7 Q2 MANAGEMENT
Shahab Alam Malik, Taqdees Fatima, Yong Jia, Hina Pannu
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引用次数: 0

Abstract

Purpose One of the organization's main goals is to maintain their customers' loyalty, as this can give them a competitive advantage. Therefore, this study is intended to look into the impact of library service quality using LibQUAL + TM dimensions (library service effect, personal control and library as a place), library image and trust on users’ loyalty with the mediating effect of perceived service value and satisfaction. Design/methodology/approach Data for hypotheses testing were gathered from Minhaj University Lahore (MUL), a private sector university's staff, administration and students, using a survey questionnaire. About 500 questionnaires were randomly distributed, and 407 were utilized as the final sample for analysis. Structural equation modelling (SEM), using SmartPLS 4 and SPSS 25, were used to analyze the empirical data. Findings First, research reveals that library image, users’ trust, library service effect and personal control significantly influence user satisfaction. Second, the library as a place and personal control are not a significant indicator of perceived service value. Third, perceived service value and satisfaction have a direct positive relationship with users' loyalty. Fourth, trust and library service effect is indirectly related to loyalty via perceived service value. Fifth, satisfaction does not mediate the relationship between library as a place and loyalty. Practical implications Customer satisfaction must be guaranteed by library administration if it hopes to win users’ loyalty. In light of the fact that a variety of factors can affect customer satisfaction, their perception and loyalty, library management should enhance not just the quality of library services along with other factors such as library image and users’ trust. Originality/value The study examined the independent impact of library image and users’ trust on satisfaction, perceived service value and users’ loyalty, which, within the framework of the library, has never been addressed in literature.
图书馆服务质量、图书馆形象、场所、个人控制和信任对忠诚的影响:感知服务价值和满意度的中介作用
组织的主要目标之一是保持客户的忠诚度,因为这可以给他们带来竞争优势。因此,本研究拟采用LibQUAL + TM维度(图书馆服务效果、个人控制、图书馆作为场所)、图书馆形象、信任对用户忠诚度的影响,并以感知服务价值和满意度为中介效应。设计/方法/方法假设检验的数据采用问卷调查的方式从私立大学拉合尔明哈吉大学(MUL)的员工、管理人员和学生中收集。随机发放问卷约500份,最终样本407份进行分析。采用结构方程模型(SEM),采用SmartPLS 4和SPSS 25对实证数据进行分析。首先,研究发现图书馆形象、用户信任、图书馆服务效果和个人控制对用户满意度有显著影响。第二,图书馆作为一个场所和个人控制并不是感知服务价值的重要指标。第三,感知服务价值和满意度与用户忠诚度呈直接正相关。第四,信任与图书馆服务效果通过感知服务价值与忠诚度之间存在间接关联。第五,满意度并不能调解图书馆作为一个场所和忠诚之间的关系。图书馆管理要想赢得用户的忠诚,就必须保证用户满意。鉴于影响顾客满意度、认知度和忠诚度的因素多种多样,图书馆管理不仅要提高图书馆服务质量,还要提高图书馆形象和用户信任等因素。独创性/价值本研究考察了图书馆形象和用户信任对满意度、感知服务价值和用户忠诚度的独立影响,这在图书馆的框架内从未在文献中提到过。
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来源期刊
CiteScore
5.60
自引率
12.00%
发文量
53
期刊介绍: In today''s competitive business and industrial environment, it is essential to have an academic journal offering the most current theoretical knowledge on quality and reliability to ensure that top management is fully conversant with new thinking, techniques and developments in the field. The International Journal of Quality & Reliability Management (IJQRM) deals with all aspects of business improvements and with all aspects of manufacturing and services, from the training of (senior) managers, to innovations in organising and processing to raise standards of product and service quality. It is this unique blend of theoretical knowledge and managerial relevance that makes IJQRM a valuable resource for managers striving for higher standards.Coverage includes: -Reliability, availability & maintenance -Gauging, calibration & measurement -Life cycle costing & sustainability -Reliability Management of Systems -Service Quality -Green Marketing -Product liability -Product testing techniques & systems -Quality function deployment -Reliability & quality education & training -Productivity improvement -Performance improvement -(Regulatory) standards for quality & Quality Awards -Statistical process control -System modelling -Teamwork -Quality data & datamining
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