Journal ArticleDOI
Improving library users’ perceived quality, satisfaction and loyalty: an integrated measurement and management system
Anne Martensen,Lars Grønholdt +1 more
TLDR
A structural equation model is described which allows librarians to quantitatively measure library users’ perceived quality, satisfaction and loyalty with a library as well as the degree to which specific elements of a library’s services, collections and environment contribute to those perceptions.About:
This article is published in The Journal of Academic Librarianship.The article was published on 2003-05-01. It has received 167 citations till now. The article focuses on the topics: School library & Loyalty.read more
Citations
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Journal ArticleDOI
The relationship between service quality and customer satisfaction: the example of CJCU library
I-Ming Wang,Chich-Jen Shieh +1 more
TL;DR: In this paper, the authors investigated the users' degree of importance and the performance provided by the library and found that the overall service quality has a significantly positive effect on overall user satisfaction.
Journal ArticleDOI
Factors influencing users satisfaction and loyalty to digital libraries in Chinese universities
Fang Xu,Jia Tina Du +1 more
TL;DR: The results indicated that, instead of information quality, system and service quality significantly affected perceived ease of use, perceived usefulness and digital libraries (DLs) affinity, which significantly impacted user satisfaction and loyalty.
Journal ArticleDOI
The Signaling Role of IT Features in Influencing Trust and Participation in Online Communities
Alexander Benlian,Thomas Hess +1 more
TL;DR: A technology-trust-participation research model is developed that captures a dual perspective on how the provision of IT features, conceived of as IT-based signals or cues, affects users' trust perceptions and participation behavior and provides operators with guidelines that support them to effectively shape users' experiences in OCs.
Journal ArticleDOI
Assessing the effects of service quality on customer satisfaction
TL;DR: In this article, the authors used LibQual to analyze the gap between customer's perception and expectation, concerned with the services at the University Sultan Zainal Abidin (UniSZA) Library.
Journal ArticleDOI
Exploring the determinants of e‐learning systems continuance intention in academic libraries
TL;DR: In this article, the authors explore the relationship of web quality (system quality, information quality, and service quality), perceived value, and satisfaction to understand how these critical factors influence the continuance intention of using e-learning systems in academic libraries.
References
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Journal ArticleDOI
The American Customer Satisfaction Index: Nature, Purpose, and Findings
TL;DR: The American Customer Satisfaction Index (ACSI) as discussed by the authors is a new market-based performance measure for firms, industries, economic sectors, and national economies that measures the satisfaction of customers.
Journal ArticleDOI
Foundations of the American Customer Satisfaction Index
Eugene W. Anderson,Claes Fornell +1 more
TL;DR: The American Customer Satisfaction Index (ACSI) as discussed by the authors represents a uniform system for evaluating, comparing, and enhancing customer satisfaction across firms, industries and nations, and it is argued that a global network of NCSIs based on a common methodology is not simply desirable but imperative.
Journal ArticleDOI
The relationship between customer satisfaction and loyalty: Cross-industry differences
TL;DR: In this paper, the relationship between customer satisfaction and loyalty was investigated in cross-industry differences in total quality management, and the authors found that customer satisfaction was positively associated with loyalty.
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