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Modelling web-based library service quality and user loyalty in the context of a developing country

机译：在发展中国家中对基于网络的图书馆服务质量和用户忠诚度进行建模

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摘要

Purpose - This study aims to empirically validate the LibWebSQ measurement scale. In addition, it investigates the relationship between perceived web-based service quality and three other latent constructs, namely, user satisfaction, service value and user loyalty. Design/methodology/approach - A quantitative survey design was used to collect the data. Structural equation modeling was used to determine the influence of web-based service quality on the three latent constructs. The respondents were students, academic staff and non-academic staff from two federal universities in the North-western zone of Nigeria. Findings - The findings of the path analysis indicate that perceived web-based service quality and service value exhibit no statistically significant direct influence on user loyalty. However, user satisfaction has a direct positive influence on user loyalty, and it also mediates the relationship between web-based service quality and user loyalty to the library. Research limitations/implications - The LibWebSQ is a reliable and valid scale to be used in Nigerian university libraries for web-based service quality measurement. User loyalty in academic libraries can be modelled as a result of service quality and user satisfaction Practical implications - This study provides a means of assessing web-based library service quality and further improving the policy and practice in university libraries. Originality value - This is the first attempt to assess web-based library service quality using the LibWebSQ measurement scale. A satisfactory model fit is obtained, which allows the measurement model to be integrated with service value, user satisfaction and user loyalty. The study contributes to the conceptualization of web-based library service quality.
机译：目的-这项研究旨在凭经验验证LibWebSQ测量规模。此外，它还研究了基于感知的基于Web的服务质量与其他三个潜在构成之间的关系，即用户满意度，服务价值和用户忠诚度。设计/方法/方法-使用定量调查设计来收集数据。使用结构方程建模来确定基于Web的服务质量对这三种潜在构造的影响。受访者是来自尼日利亚西北地区两所联邦大学的学生，学术人员和非学术人员。调查结果-路径分析的结果表明，基于Web的感知服务质量和服务价值对用户忠诚度没有统计学上的直接影响。但是，用户满意度对用户忠诚度具有直接的积极影响，并且还介导了基于Web的服务质量与用户对图书馆的忠诚度之间的关系。研究局限性/含义-LibWebSQ是一种可靠且有效的量表，可用于尼日利亚大学图书馆中基于Web的服务质量测量。服务质量和用户满意度的结果可以模拟高校图书馆的用户忠诚度。实际意义-这项研究提供了一种评估基于Web的图书馆服务质量并进一步改善大学图书馆政策和实践的方法。原创性值-这是使用LibWebSQ度量标准来评估基于Web的图书馆服务质量的首次尝试。获得了令人满意的模型拟合，这使得测量模型可以与服务价值，用户满意度和用户忠诚度集成在一起。该研究有助于基于网络的图书馆服务质量的概念化。

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  • 来源
    《The Electronic Library》 |2017年第3期|507-519|共13页
  • 作者

    Bala Haruna; K. Kiran; Muzammil Tahira;

  • 作者单位

    Department of Library and Information Science, Faculty of Computer Science and Information Technology, University of Malaya, Kuala Lumpur, Malaysia;

    Department of Library and Information Science, Faculty of Computer Science and Information Technology, University of Malaya, Kuala Lumpur, Malaysia;

    Department of Library and Information Science, Faculty of Computer Science and Information Technology, University of Malaya, Kuala Lumpur, Malaysia;

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  • 原文格式 PDF
  • 正文语种 eng
  • 中图分类
  • 关键词

    Nigeria; Service quality; User satisfaction; University library; Service value; User loyalty;

    机译：尼日利亚;服务质量;用户满意度;大学图书馆;服务价值;用户忠诚度;

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