USER SATISFACTION AND LOYALTY IN A PUBLIC LIBRARY SETTING.

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Bibliographic Details
Title:	USER SATISFACTION AND LOYALTY IN A PUBLIC LIBRARY SETTING.
Authors:	TE-SHYANG TAN, TUNG-LIANG CHEN, PAO HUI YANG
Source:	Social Behavior & Personality: an international journal. 2017, Vol. 45 Issue 5, p741-756. 16p.
Subjects:	Public libraries, Library user satisfaction, Customer loyalty, Perceived quality, Quality of service
Abstract:	We investigated how the relationships among service experience, perceived quality, and user satisfaction affect user loyalty in a public library context. The study framework was based on the Hotel Customer Satisfaction Index, with service experience assessed in place of the customer expectation construct. Participants were 339 library users who completed measures of service quality, service experience, satisfaction, and loyalty. Survey data were analyzed and we used regression analysis and mediation analysis to assess the reliability and validity of the newly developed measurement instrument. Results showed that service experience directly and positively influenced both user satisfaction and loyalty; however, the effect of service quality on satisfaction of library users was nonsignificant. The results can be applied to examine customer satisfaction with, and loyalty toward, nonprofit organizations, such as public libraries. [ABSTRACT FROM AUTHOR]
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Database:	Psychology and Behavioral Sciences Collection

Description
Abstract:	We investigated how the relationships among service experience, perceived quality, and user satisfaction affect user loyalty in a public library context. The study framework was based on the Hotel Customer Satisfaction Index, with service experience assessed in place of the customer expectation construct. Participants were 339 library users who completed measures of service quality, service experience, satisfaction, and loyalty. Survey data were analyzed and we used regression analysis and mediation analysis to assess the reliability and validity of the newly developed measurement instrument. Results showed that service experience directly and positively influenced both user satisfaction and loyalty; however, the effect of service quality on satisfaction of library users was nonsignificant. The results can be applied to examine customer satisfaction with, and loyalty toward, nonprofit organizations, such as public libraries. [ABSTRACT FROM AUTHOR]
ISSN:	03012212
DOI:	10.2224/sbp.5999