Beyond Providing Information: An Analysis on the Perceived Service Quality, Satisfaction, and Loyalty of Public Library Customers

References

Abdullah, F. 2006. “Measuring Service Quality in Higher Education: HEdPERF versus SERVPERF.” Marketing Intelligence & Planning 2 (1): 31–47, https://doi.org/10.1108/02634500610641543.Suche in Google Scholar

Ahmed, S. 2017. “Service Quality Satisfaction: A Comparative Cross-Sectional Study of Public and Private University Librarians in Pakistan.” Libri – International Journal of Libraries and Information Services 67: 313–25, https://doi.org/10.1515/libri-2017-0011.Suche in Google Scholar

Ahmad, M., and J. H. Abawajy. 2014. “Digital Library Service Quality Assessment Model.” Procedia-social and Behavioral Sciences 129: 571–80, https://doi.org/10.1016/j.sbspro.2014.03.715.Suche in Google Scholar

Andersson, J. 2019. ‘Libraries Are the Universities of the Streets’: Authors Call for a Stop to Further Closures. https://inews.co.uk/news/uk/libraries-800-shut-since-2010-austerity-benjamin-zephaniah-jacqueline-wilson-authors-371636 (accessed August 6, 2020).Suche in Google Scholar

Baada, F. N. A., A. D. Ayoung, S. Bekoe, and F. B. Azindow. 2020. “Resource Constraints and Quality Public Library Service Delivery in Ghana.” International Information & Library Review 52 (1): 10–31, https://doi.org/10.1080/10572317.2019.1607697.Suche in Google Scholar

Babakus, E., and G. W. Boller. 1992. “An Empirical Assessment of the SERVQUAL Scale.” Journal of Business Research 2 (3): 253–68, https://doi.org/10.1016/0148-2963(92)90022-4.Suche in Google Scholar

Bae, K. J., and S. J. Cha. 2015. “Analysis of the Factors Affecting the Quality of Service in Public Libraries in Korea”.” Journal of Librarianship and Information Science 47 (3): 173–86, https://doi.org/10.1177/0961000614532483.Suche in Google Scholar

Bakti, I. G. M. Y., and S. Sumaedi. 2013. “An Analysis of Library Customer Loyalty: The Role of Service Quality and Customer Satisfaction.” Library Management 34 (6/7): 397–414, https://doi.org/10.1108/LM-05-2012-0025.Suche in Google Scholar

Bowen, J. T., and S. L. Chen McCain. 2015. “Transitioning Loyalty Programs: A Commentary on the Relationship between Customer Loyalty and Customer Satisfaction.” International Journal of Contemporary Hospitality Management 27 (3): 415–30, https://doi.org/10.1108/ijchm-07-2014-0368.Suche in Google Scholar

Brady, M. K., J. J. CroninJr., and R. R. Brand. 2002. “Performance-only Measurement of Service Quality.” Journal of Business Research 55 (1): 17–31, https://doi.org/10.1016/s0148-2963(00)00171-5.Suche in Google Scholar

Caruana, A. 2002. “Service Loyalty: The Effects of Service Quality and the Mediating Role of Customer Satisfaction.” European Journal of Marketing 36 (7/8): 811–28, https://doi.org/10.1108/03090560210430818.Suche in Google Scholar

Clarke, K. 2001. “What Price on Loyalty when a Brand Switch Is Just a Click Away?” Qualitative Market Research: An International Journal 4 (3): 160–8, https://doi.org/10.1108/13522750110393062.Suche in Google Scholar

Choi, J., H. Seol, S. Lee, H. Cho, and Y. Park. 2008. “Customer Satisfaction Factors of Mobile Commerce in Korea.” Internet Research 18: 313–35, https://doi.org/10.1108/10662240810883335.Suche in Google Scholar

Coates, T. 2019. “On the Closure of English Public Libraries.” Public Library Quarterly 38 (1): 3–18, https://doi.org/10.1080/01616846.2018.1538765.Suche in Google Scholar

Coleman, V., Y. D. Xiao, L. Bair, and B. Chollett. 1997. “Toward a TQM Paradigm: Using SERVQUAL to Measure Library Service Quality.” College & Research Libraries 58 (3): 237–49, https://doi.org/10.5860/crl.58.3.237.Suche in Google Scholar

Connic, J. 2019. Ontario Libraries Face Deep Budget Cuts to Provincial Services. Also available at https://www.libraryjournal.com/?detailStory=ontario-libraries-face-deep-budget-cuts-to-provincial-services.Suche in Google Scholar

Cook, C., and F. Heath. 2001. “Users’ Perceptions of Library Service Quality: A LibQUAL+ Qualitative Study.” Library Trends 49 (4): 548–84.Suche in Google Scholar

Cronin, J. J.Jr, and S. A. Taylor. 1992. “Measuring Service Quality: A Reexamination and Extension.” The Journal of Marketing 56 (3): 55–68, https://doi.org/10.2307/1252296.Suche in Google Scholar

Dahan, S. M., M. Y. Taib, N. M. Zainudin, and F. Ismail. 2016. “Surveying Users’ Perception of Academic Library Services Quality.” The Journal of Academic Librarianship 42 (1): 38–43, https://doi.org/10.1016/j.acalib.2015.10.006.Suche in Google Scholar

Detlor, B., and K. Ball. 2015. “Getting More Value from the LibQUAL+® Survey: The Merits of Qualitative Analysis and Importance-Satisfaction Matrices in Assessing Library Patron Comments.” College & Research Libraries 76 (6): 796–810, https://doi.org/10.5860/crl.76.6.796.Suche in Google Scholar

Eggert, A., and W. Ulaga. 2002. “Customer Perceived Value: a Substitute for Satisfaction in Business Markets?” Journal of Business & Industrial Marketing 17 (2/3): 107–18, https://doi.org/10.1108/08858620210419754.Suche in Google Scholar

Fagan, J. C. 2014. “The Dimensions of Library Service Quality: A Confirmatory Factor Analysis of the LibQUAL+ Instrument.” Library & Information Science Research 36 (1): 36–48, https://doi.org/10.1016/j.lisr.2013.10.003.Suche in Google Scholar

Fornell, C. 1992. “A National Customer Satisfaction Barometer: The Swedish Experience.” The Journal of Marketing 56 (1): 6–21, https://doi.org/10.2307/1252129.Suche in Google Scholar

Grady, C. 2018. Why Public Libraries Are Still Essential in 2018: Libraries Exist for the Public. Amazon exists to maximize profits Also available at https://www.vox.com/culture/2018/7/24/17603692/public-libraries-essential-forbes-amazon.Suche in Google Scholar

Greenwood, J. T., A. P. Watson, and M. Dennis. 2011. “Ten Years of LibQual: A Study of Qualitative and Quantitative Survey Results at the University of Mississippi 2001–2010.” Journal of Academic Librarianship 37 (4): 312–18, https://doi.org/10.1016/j.acalib.2011.04.005.Suche in Google Scholar

Grönroos, C. 1984. “A Service Quality Model and its Marketing Implications.” European Journal of Marketing 18 (4): 36–44, https://doi.org/10.1108/eum0000000004784.Suche in Google Scholar

Han, S. S., I. S. Son, J. C. Gu, and S. C. Lee. 2007. “The Study on the Effect of Health Care Service Quality upon Customer Loyalty: Based upon SERVPERF.” Journal of the Korean Society for Quality Management 35 (1): 61–72.Suche in Google Scholar

Haruna, B., K. Kiran, and M. Tahira. 2017. “Modelling Web-Based Library Service Quality and User Loyalty in the Context of a Developing Country.” The Electronic Library 35 (3): 507–19, https://doi.org/10.1108/el-10-2015-0211.Suche in Google Scholar

Haruna, B., A. U. Madu, and D. B. Adamu. 2017. “An Exploration of the Relationship between Service Quality, Users’ Satisfaction, and Loyalty in the Academic Libraries.” International Journal of Library Science 15 (1): 23–36.Suche in Google Scholar

Hernon, P., and D. Nitecki. 2001. “Service Quality: A Concept Not Fully Explored.” Library Trends 49 (4): 687–708.Suche in Google Scholar

Kandie, H. K. 2018. “Effects of Service Quality on Students’ Satisfaction in Libraries in Kenya Using Servperf Model: Case of St Pauls’ University in Kenya.” Archives of Business Research 6 (1): 117–33, https://doi.org/10.14738/abr.61.3827.Suche in Google Scholar

Kasiri, L. A., K. T. G. Cheng, M. Sambasivan, and S. M. Sidin. 2017. “Integration of Standardization and Customization: Impact on Service Quality, Customer Satisfaction, and Loyalty.” Journal of Retailing and Consumer Services 35: 91–7, https://doi.org/10.1016/j.jretconser.2016.11.007.Suche in Google Scholar

Keshvari, M., F. Zare Farashbandi, and E. Geraei. 2015. “Modelling Influential Factors on Customer Loyalty in Public Libraries: a Study of West Iran.” The Electronic Library 33 (4): 810–23, https://doi.org/10.1108/el-10-2013-0185.Suche in Google Scholar

Kettinger, W. J., and C. C. Lee. 1994. “Perceived Service Quality and User Satisfaction with the Information Services Function.” Decision Sciences 25 (6): 737–66, https://doi.org/10.1111/j.1540-5915.1994.tb01868.x.Suche in Google Scholar

Kiran, K. 2010. “Service Quality and Customer Satisfaction in Academic Libraries: Perspectives from a Malaysian University.” Library Review 59 (4): 261–73, https://doi.org/10.1108/00242531011038578.Suche in Google Scholar

Kiran, K., and S. Diljit. 2011. “Antecedents of Customer Loyalty: Does Service Quality Suffice?” Malaysian Journal of Library & Information Science 16 (2): 95–113.Suche in Google Scholar

Kiran, K., and S. Diljit. 2012. “Modeling Web-Based Library Service Quality.” Library & Information Science Research 34 (3): 184–96, https://doi.org/10.1016/j.lisr.2012.02.005.Suche in Google Scholar

Kotler, P., and K. L. Keller. 2009. Marketing Management. Upper Saddle River, NJ: Pearson Prentice Hall.Suche in Google Scholar

Landrum, H., V. R. Prybutok, D. Strutton, and X. Zhang. 2008. “Examining the Merits of Usefulness versus Use in an Information Service Quality and Information System Success Web-Based Model.” Information Resources Management Journal 21 (2): 1–17, https://doi.org/10.4018/irmj.2008040101.Suche in Google Scholar

Landrum, H., X. Zhang, V. Prybutok, and D. Peak. 2009. “Measuring IS System Service Quality with SERVQUAL: Users’ Perceptions of Relative Importance of the Five SERVPERF Dimensions.” Informing Science: the international journal of an emerging transdiscipline 12: 17–36, https://doi.org/10.28945/426.Suche in Google Scholar

Lee, H. S. 2013. “Major Moderators Influencing the Relationships of Service Quality, Customer Satisfaction and Customer Loyalty.” Asian Social Science 9 (2): 1–11, https://doi.org/10.5539/ass.v9n2p1.Suche in Google Scholar

Liao, C., P. Palvia, and J. L. Chen. 2009. “Information Technology Adoption Behavior Life Cycle.” International Journal of Information Management 29 (4): 309–20, https://doi.org/10.1016/j.ijinfomgt.2009.03.004.Suche in Google Scholar

LibQUAL. 2019. LibQUAL+® Homepage. Also available at http://libqual.org.Suche in Google Scholar

Martensen, A., and L. Gronholdt. 2003. “Improving Library Users’ Perceived Quality, Satisfaction and Loyalty: An Integrated Measurement and Management System.” The Journal of Academic Librarianship 29 (3): 140–7, https://doi.org/10.1016/s0099-1333(03)00020-x.Suche in Google Scholar

Meesala, A., and J. Paul. 2018. “Service Quality, Consumer Satisfaction and Loyalty in Hospitals: Thinking for the Future.” Journal of Retailing and Consumer Services 40: 261–9, https://doi.org/10.1016/j.jretconser.2016.10.011.Suche in Google Scholar

Natesan, P., H. F. Ponce, and A. Chavez. 2015. “When Are LibQUAL+® and LibQUAL+® Lite Scores Psychometrically Comparable?” Library & Information Science Research 37 (1): 21–7, https://doi.org/10.1016/j.lisr.2014.07.004.Suche in Google Scholar

Nejati, M., and M. Nejati. 2008. “Service Quality at University of Tehran Central Library.” Library Management 29 (6/7): 571–82, https://doi.org/10.1108/01435120810894563.Suche in Google Scholar

Nitecki, D. 1996. “Changing the Concept and Measure of Service Quality in Academic Libraries.” Journal of Academic Librarianship 2 (3): 181–90, https://doi.org/10.1016/s0099-1333(96)90056-7.Suche in Google Scholar

Oh, D.-G. 2005. “Influences of Library Service Quality on User Satisfaction and Loyalty.” Journal of the Korean Society for Information Management 22 (4): 61–78.10.3743/KOSIM.2005.22.4.061Suche in Google Scholar

Oh, D.-G. 2013. “Developing LCSI (Library Customer Satisfaction Index) Lite for Public Library.” Journal of the Korean Society for Library and Information Science 47 (4): 335–61, https://doi.org/10.4275/kslis.2013.47.4.335.Suche in Google Scholar

Oh, D.-G. 2019. “Analysis of the Factors Affecting Volunteering, Satisfaction, Continuation Will, and Loyalty for Public Library Volunteers: An Integrated Structural Equation Model.” Journal of Librarianship and Information Science 51 (4): 894–914, https://doi.org/10.1177/0961000617747338.Suche in Google Scholar

Oh, D.-G., Y. Lim, and J. Yeo. 2006. “A Case Study of the National Library of Korea: Gap Analysis of Users’ Perceptions and Staffs’ Expectations Regarding the Library Service Quality, Customer Satisfaction and Loyalty.” Journal of the Korean Society for Library and Information Science 40 (4): 165–81, https://doi.org/10.4275/kslis.2006.40.4.165.Suche in Google Scholar

Oh, D.-G., Y. Lim, and J. Yeo. 2009a. “Factor Analysis of User’s Perceptions Regarding the Public Libraries Service Quality.” Journal of Information Management 40 (2): 47–70, https://doi.org/10.1633/jim.2009.40.2.047.Suche in Google Scholar

Oh, D.-G., J. Yeo, and S. Choi. 2010. “Comparative Analysis on the Service Quality and Satisfaction of the Cultural and Educational Programs in the Public Libraries and the Culture & Art Centers.” Journal of Korean Library and Information Science Society 41 (3): 291–307, https://doi.org/10.1633/jim.2010.41.3.085.Suche in Google Scholar

Oh, D.-G., J. Yeo, S. Choi, Y. Lim, and K. Kim. 2009b. “Development and Measurement of the Public Library Customer Satisfaction Index (LCSI) Model.” Journal of Korean Library and Information Science Society 40 (2): 267–86.10.16981/kliss.40.2.200906.267Suche in Google Scholar

Oldenburg, R., and D. Brissett. 1982. “The Third Place.” Qualitative Sociology 5 (4): 265–84, https://doi.org/10.1007/bf00986754.Suche in Google Scholar

Oliver, R. L. 1999. “Whence Consumer Loyalty?” Journal of Marketing 63 (4): 33–44. suppl. 1, https://doi.org/10.2307/1252099.Suche in Google Scholar

Onwuemezi, N. 2016. Library Usage Falls 14.3 Percentage Points since 2005. Also available at https://www.thebookseller.com/news/library-usage-has-fallen-143-2005-328058.Suche in Google Scholar

Parasuraman, A., V. A. Zeithaml, and L. L. Berry. 1985. “A Conceptual Model of Service Quality and its Implications for Future Research.” Journal of Marketing Research 49: 41–50, https://doi.org/10.2307/1251430.Suche in Google Scholar

Parasuraman, A., V. A. Zeithaml, L. L. Berry. 1988. “SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality.” Journal of Retailing 64 (1): 12–40.Suche in Google Scholar

Pyatetsky, J. 2016. Cuts Too Deep? England’s Public Libraries in Trouble. Also available at http://publiclibrariesonline.org/2016/04/cuts-too-deep-englands-public-libraries-in-trouble/.Suche in Google Scholar

Rehman, S. U., M. Kyrillidou, and I. Hameed. 2014. “Reliability and Validity of a Modified LibQUAL+® Survey in Pakistan: An Urdu Language Experience.” Malaysian Journal of Library & Information Science 19 (2): 83–102.Suche in Google Scholar

Roszkowski, M. J., J. S. Baky, and D. B. Jones. 2005. “So Which Score on the LibQUAL+® Tells Me if Library Users Are Satisfied?” Library & Information Science Research 27 (4): 424–39, https://doi.org/10.1016/j.lisr.2005.08.002.Suche in Google Scholar

Sahu, A. K. 2006. “Perceptions of Service Quality in an Academic Library: A Case Study.”.Journal of Services Research 6 (1): 187–204.Suche in Google Scholar

Tan, T. S., T. L. Chen, and P. H. Yang. 2017. “User Satisfaction and Loyalty in a Public Library Setting.” Social Behavior and Personality: International Journal 45 (5): 741–56, https://doi.org/10.2224/sbp.5999.Suche in Google Scholar

Tavakol, M., and R. Dennick. 2011. “Making Sense of Cronbach’s Alpha.” International Journal of Medical Education 2: 53–5, https://doi.org/10.5116/ijme.4dfb.8dfd.Suche in Google Scholar

Taylor, S. A., and T. L. Baker. 1994. “An Assessment of the Relationship between Service Quality and Customer Satisfaction.” Journal of Retailing 70 (2): 163–78, https://doi.org/10.1016/0022-4359(94)90013-2.Suche in Google Scholar

Thompson, B. 2019. Birth of LibQUAL+. Also available at https://www.libqual.org/about/about_lq/birth_lq.Suche in Google Scholar

Thompson, B., M. Kyrillidou, and C. Cook. 2009. “Item Sampling in Service Quality Assessment Surveys to Improve Response Rates and Reduce Respondent Burden the “LibQUAL+® Lite” Example.” Performance Measurement and Metrics 10 (1): 6–16, https://doi.org/10.1108/14678040910949657.Suche in Google Scholar

Thompson, B., M. Kyrillidou, and C. Cook. 2019. LibQUAL+ Lite. Also available at https://www.libqual.org/about/about_lq/LQ_lite.Suche in Google Scholar

Tooranloo, H. S., A. S. Ayatollah, and M. T. Marvasti. 2018. “Diagnosing the Service Quality Improvement of University Libraries in Intuitionistic Fuzzy Environment.” Malaysian Journal of Library & Information Science 23 (3): 69–91, https://doi.org/10.22452/mjlis.vol23no3.5.Suche in Google Scholar

Vijay Anand, S., and M. Selvaraj. 2013. “The Impact of Service Quality on Customer Satisfaction and Loyalty in Indian Banking Sector: an Empirical Study through SERVPERF.” International Journal of Management and Business Research 2 (2): 151–63.Suche in Google Scholar

Voorbij, H. 2012. “The Use of LibQUAL+ by European Research Libraries.” Performance Measurement and Metrics 13 (3): 154–68, https://doi.org/10.1108/14678041211284704.Suche in Google Scholar

Walsh, G., K. Dinnie, and K. P. Wiedmann. 2006. “How Do Corporate Reputation and Customer Satisfaction Impact Customer Defection?” Journal of Services Marketing 20 (6): 412–20, https://doi.org/10.1108/08876040610691301.Suche in Google Scholar

Xu, F., and J. T. Du. 2018. “Factors Influencing Users’ Satisfaction and Loyalty to Digital Libraries in Chinese Universities.” Computers in Human Behavior 83: 64–72, https://doi.org/10.1016/j.chb.2018.01.029.Suche in Google Scholar

Zabed Ahmed, S. M., and Z. Hossain Shoeb. 2009. “Measuring Service Quality of a Public University Library in Bangladesh Using SERVQUAL.” Performance Measurement and Metrics 10 (1): 17–32, https://doi.org/10.1108/14678040910949666.Suche in Google Scholar

Zeithaml, V. A. 1988. “Consumer Perceptions of Price, Quality, and Value: a Means-End Model and Synthesis of Evidence.” The Journal of Marketing 52 (3): 2–22, https://doi.org/10.2307/1251446.Suche in Google Scholar

Zeithaml, V. A., M. J. Bitner, and D. D. Gremler. 2006. Services Marketing: Integrating Customer Focus across the Firm, 4th ed. Boston, MA: McGraw-Hill.Suche in Google Scholar