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USER SATISFACTION AND LOYALTY IN A PUBLIC LIBRARY SETTING.

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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]
Copyright of Social Behavior & Personality: an international journal is the property of Scientific Journal Publishers Limited and its content may not be copied or emailed to multiple sites without the copyright holder's express written permission. Additionally, content may not be used with any artificial intelligence tools or machine learning technologies. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)
Database: Psychology and Behavioral Sciences Collection
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  Data: USER SATISFACTION AND LOYALTY IN A PUBLIC LIBRARY SETTING.
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  Data: <searchLink fieldCode="AR" term="%22TE-SHYANG+TAN%22">TE-SHYANG TAN</searchLink><br /><searchLink fieldCode="AR" term="%22TUNG-LIANG+CHEN%22">TUNG-LIANG CHEN</searchLink><br /><searchLink fieldCode="AR" term="%22PAO+HUI+YANG%22">PAO HUI YANG</searchLink>
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  Data: <searchLink fieldCode="JN" term="%22Social+Behavior+%26+Personality%3A+an+international+journal%22">Social Behavior & Personality: an international journal</searchLink>. 2017, Vol. 45 Issue 5, p741-756. 16p.
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  Data: <searchLink fieldCode="DE" term="%22Public+libraries%22">Public libraries</searchLink><br /><searchLink fieldCode="DE" term="%22Library+user+satisfaction%22">Library user satisfaction</searchLink><br /><searchLink fieldCode="DE" term="%22Customer+loyalty%22">Customer loyalty</searchLink><br /><searchLink fieldCode="DE" term="%22Perceived+quality%22">Perceived quality</searchLink><br /><searchLink fieldCode="DE" term="%22Quality+of+service%22">Quality of service</searchLink>
– Name: Abstract
  Label: Abstract
  Group: Ab
  Data: 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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  Data: <i>Copyright of Social Behavior & Personality: an international journal is the property of Scientific Journal Publishers Limited and its content may not be copied or emailed to multiple sites without the copyright holder's express written permission. Additionally, content may not be used with any artificial intelligence tools or machine learning technologies. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract.</i> (Copyright applies to all Abstracts.)
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        Value: 10.2224/sbp.5999
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      – Code: eng
        Text: English
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        PageCount: 16
        StartPage: 741
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      – SubjectFull: Public libraries
        Type: general
      – SubjectFull: Library user satisfaction
        Type: general
      – SubjectFull: Customer loyalty
        Type: general
      – SubjectFull: Perceived quality
        Type: general
      – SubjectFull: Quality of service
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      – TitleFull: USER SATISFACTION AND LOYALTY IN A PUBLIC LIBRARY SETTING.
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            NameFull: TE-SHYANG TAN
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            NameFull: TUNG-LIANG CHEN
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              Text: 2017
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              Y: 2017
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              Value: 45
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            – TitleFull: Social Behavior & Personality: an international journal
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