IDEAS home Printed from https://ideas.repec.org/a/bla/jinfst/v71y2020i8p954-967.html
   My bibliography  Save this article

Explaining library user loyalty through perceived service quality: What is wrong?

Author

Listed:
  • Danilo Soares‐Silva
  • Gustavo Hermínio Salati Marcondes de Moraes
  • Alexandre Cappellozza
  • Cristiano Morini

Abstract

This study validates the adaptation of a loyalty scale for the library scenario and recovers the hierarchical nature of the perceived service quality (PSQ) by operationalizing it as a second‐order level construct, composed by the determinants of service quality (DSQ) identified by Parasuraman, Zeithaml, and Berry in 1985. Our hypothesis was that DSQ are distinct and complementary dimensions, in opposition to the overlapping of DSQ proposed in the SERVQUAL and LibQUAL+® models. In addition, the influence of PSQ on user loyalty (UL) was investigated. Using structural equation modeling, we analyzed the survey data of 1,028 users of a network of academic libraries and report 2 main findings. First, it was shown that the 10 DSQ are statistically significant for the evaluation of PSQ. Second, we demonstrated the positive effect of PSQ for UL. The model presented may be used as a diagnostic and benchmarking tool for managers, coordinators, and librarians who seek to evaluate and/or assess the quality of the services offered by their libraries, as well as to identify and/or manage the loyalty level of their users.

Suggested Citation

  • Danilo Soares‐Silva & Gustavo Hermínio Salati Marcondes de Moraes & Alexandre Cappellozza & Cristiano Morini, 2020. "Explaining library user loyalty through perceived service quality: What is wrong?," Journal of the Association for Information Science & Technology, Association for Information Science & Technology, vol. 71(8), pages 954-967, August.
    • Handle: RePEc:bla:jinfst:v:71:y:2020:i:8:p:954-967
    DOI: 10.1002/asi.24313
    as

    Download full text from publisher

    File URL: https://doi.org/10.1002/asi.24313
    Download Restriction: no
    File URL: https://libkey.io/10.1002/asi.24313?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Armstrong, J. Scott & Overton, Terry S., 1977. "Estimating Nonresponse Bias in Mail Surveys," MPRA Paper 81694, University Library of Munich, Germany.
    2. Haseeb F. Rashid, 1990. "Book availability as a performance measure of a library: An analysis of the effectiveness of a health sciences library," Journal of the American Society for Information Science, Association for Information Science & Technology, vol. 41(7), pages 501-507, October.
    3. Concetta Manuela La Fata & Toni Lupo, 2017. "A combined fuzzy-SEM evaluation approach to identify the key drivers of the academic library service quality in the digital technology era: An empirical study," Journal of the Association for Information Science & Technology, Association for Information Science & Technology, vol. 68(10), pages 2425-2438, October.
    4. Landrum, Hollis & Prybutok, Victor R., 2004. "A service quality and success model for the information service industry," European Journal of Operational Research, Elsevier, vol. 156(3), pages 628-642, August.
    5. Necmi K. Avkiran & Christian M. Ringle (ed.), 2018. "Partial Least Squares Structural Equation Modeling," International Series in Operations Research and Management Science, Springer, number 978-3-319-71691-6, December.
    6. Bojana Boh Podgornik & Danica Dolničar & Andrej Šorgo & Tomaž Bartol, 2016. "Development, testing, and validation of an information literacy test (ILT) for higher education," Journal of the Association for Information Science & Technology, Association for Information Science & Technology, vol. 67(10), pages 2420-2436, October.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Chan, Vanessa Hiu Ying & Chiu, Dickson K.W. & Ho, Kevin K.W., 2022. "Mediating effects on the relationship between perceived service quality and public library app loyalty during the COVID-19 era," Journal of Retailing and Consumer Services, Elsevier, vol. 67(C).

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Chatterjee, Sheshadri & Chaudhuri, Ranjan & Vrontis, Demetris, 2022. "Managing knowledge in Indian Organizations: An empirical investigation to examine the moderating role of jugaad," Journal of Business Research, Elsevier, vol. 141(C), pages 26-39.
    2. Hsu, Sheila Hsuan-Yu & Tsou, Hung-Tai & Chen, Ja-Shen, 2021. "“Yes, we do. Why not use augmented reality?†customer responses to experiential presentations of AR-based applications," Journal of Retailing and Consumer Services, Elsevier, vol. 62(C).
    3. Sarker, Moniruzzaman & Mohd-Any, Amrul Asraf & Kamarulzaman, Yusniza, 2021. "Validating a consumer-based service brand equity (CBSBE) model in the airline industry," Journal of Retailing and Consumer Services, Elsevier, vol. 59(C).
    4. Liang, Xiaoning & Li, Guoxin & Zhang, Hao & Nolan, Eimear & Chen, Fadong, 2022. "Firm performance and marketing analytics in the Chinese context: A contingency model," Journal of Business Research, Elsevier, vol. 141(C), pages 589-599.
    5. Roh, Taewoo & Seok, Junhee & Kim, Yaeri, 2022. "Unveiling ways to reach organic purchase: Green perceived value, perceived knowledge, attitude, subjective norm, and trust," Journal of Retailing and Consumer Services, Elsevier, vol. 67(C).
    6. Samagaio, António & Felício, Teresa, 2022. "The influence of the auditor’s personality in audit quality," Journal of Business Research, Elsevier, vol. 141(C), pages 794-807.
    7. Ekom Etim Akpan & Eluka Johnny & Waribugo Sylva, 2022. "Dynamic Capabilities and Organizational Resilience of Manufacturing Firms in Nigeria," Vision, , vol. 26(1), pages 48-64, March.
    8. Saghiri, Soroosh Sam & Mirzabeiki, Vahid, 2021. "Buyer-led environmental supplier development: Can suppliers really help it?," International Journal of Production Economics, Elsevier, vol. 233(C).
    9. Falahat, Mohammad & Lee, Yan Yin & Ramayah, T. & Soto-Acosta, Pedro, 2020. "Modelling the effects of institutional support and international knowledge on competitive capabilities and international performance: Evidence from an emerging economy," Journal of International Management, Elsevier, vol. 26(4).
    10. Ranjan Chaudhuri & Sheshadri Chatterjee & Demetris Vrontis & Sumana Chaudhuri, 2022. "Innovation in SMEs, AI Dynamism, and Sustainability: The Current Situation and Way Forward," Sustainability, MDPI, vol. 14(19), pages 1-19, October.
    11. Sheshadri Chatterjee & Kalyan Kumar Bhattacharjee & Chia-Wen Tsai & Amit Kumar Agrawal, 2021. "Impact of peer influence and government support for successful adoption of technology for vocational education: A quantitative study using PLS-SEM technique," Quality & Quantity: International Journal of Methodology, Springer, vol. 55(6), pages 2041-2064, December.
    12. Chatterjee, Sheshadri & Chaudhuri, Ranjan & Vrontis, Demetris & Jabeen, Fauzia, 2022. "Digital transformation of organization using AI-CRM: From microfoundational perspective with leadership support," Journal of Business Research, Elsevier, vol. 153(C), pages 46-58.
    13. Muhammad Shahnawaz Adil, Faiza Qaiser, 2020. "Effect of Leader-Member Exchange Relationship on Occupational Stress in the Energy Sector of Pakistan: A Mediating Role of Job Involvement," Journal of Management Sciences, Geist Science, Iqra University, Faculty of Business Administration, vol. 7(1), pages 64-87, March.
    14. Adrien Bernard Bonache, 2022. "The stressors-performance relationship in accounting and auditing firms: Is there eustress out there?," Post-Print hal-03822731, HAL.
    15. Ruey-Jer “Bryan” Jean & Daekwan Kim & Kevin Zheng Zhou & S. Tamer Cavusgil, 2021. "E-platform use and exporting in the context of Alibaba: A signaling theory perspective," Journal of International Business Studies, Palgrave Macmillan;Academy of International Business, vol. 52(8), pages 1501-1528, October.
    16. Chatterjee, Sheshadri & Chaudhuri, Ranjan & Vrontis, Demetris, 2022. "AI and digitalization in relationship management: Impact of adopting AI-embedded CRM system," Journal of Business Research, Elsevier, vol. 150(C), pages 437-450.
    17. Kusi, Samuel Yaw & Gabrielsson, Peter & Baumgarth, Carsten, 2022. "How classical and entrepreneurial brand management increases the performance of internationalising SMEs?," Journal of World Business, Elsevier, vol. 57(5).
    18. Alberto Peralta & Luis Rubalcaba, 2021. "Collaborative Service Innovation: A Quantitative Analysis of Innovation Networks in a Multisectoral Setting," Mathematics, MDPI, vol. 9(11), pages 1-26, June.
    19. Shatha M. Obeidat & Anas A. Al Bakri & Said Elbanna, 2020. "Leveraging “Green” Human Resource Practices to Enable Environmental and Organizational Performance: Evidence from the Qatari Oil and Gas Industry," Journal of Business Ethics, Springer, vol. 164(2), pages 371-388, June.
    20. Chatterjee, Sheshadri & Chaudhuri, Ranjan & Vrontis, Demetris & Thrassou, Alkis, 2022. "SME entrepreneurship and digitalization – the potentialities and moderating role of demographic factors," Technological Forecasting and Social Change, Elsevier, vol. 179(C).

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:bla:jinfst:v:71:y:2020:i:8:p:954-967. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Wiley Content Delivery (email available below). General contact details of provider: http://www.asis.org .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.