Modelling web-based library service quality and user loyalty in the context of a developing country
| DOI | https://doi.org/10.1108/EL-10-2015-0211 |
| Date | 05 June 2017 |
| Pages | 507-519 |
| Published date | 05 June 2017 |
| Author | Bala Haruna,K. Kiran,Muzammil Tahira |
| Subject Matter | Information & knowledge management,Information & communications technology,Internet |
Modelling web-based library
service quality and user loyalty
in the context of a
developing country
Bala Haruna
Department of Library and Information Science,
Faculty of Computer Science and Information Technology,
University of Malaya, Kuala Lumpur, Malaysia, and
Bauchi State University Gadau, Gadau, Nigeria, and
K. Kiran and Muzammil Tahira
Department of Library and Information Science,
Faculty of Computer Science and Information Technology,
University of Malaya, Kuala Lumpur, Malaysia
Abstract
Purpose –This study aims to empirically validate the LibWebSQ measurement scale. In addition, it
investigates the relationship between perceived web-based service quality and three other latent constructs,
namely, user satisfaction, service value and user loyalty.
Design/methodology/approach –A quantitative survey design was used to collect the data. Structural
equation modeling was used to determine the inuence of web-based service quality on the three latent
constructs. The respondents were students, academic staff and non-academic staff from two federal
universities in the North-western zone of Nigeria.
Findings –The ndings of the path analysis indicate that perceived web-based service quality and service
value exhibit no statistically signicant direct inuence on user loyalty. However, user satisfaction has a
direct positive inuence on user loyalty, and it also mediates the relationship between web-based service
quality and user loyalty to the library.
Research limitations/implications –The LibWebSQ is a reliable and valid scale to be used in Nigerian
university libraries for web-based service quality measurement. User loyalty in academic libraries can be
modelled as a result of service quality and user satisfaction
Practical implications –This study provides a means of assessing web-based library service quality
and further improving the policy and practice in university libraries.
Originality value –This is the rst attempt to assess web-based library service quality using the
LibWebSQ measurement scale. A satisfactory model t is obtained, which allows the measurement model to
be integrated with service value, user satisfaction and user loyalty. The study contributes to the
conceptualization of web-based library service quality.
Keywords Nigeria, Service quality, User satisfaction, University library, Service value, User loyalty
Paper type Research paper
Introduction
The library as an institution operates in a dynamic environment based on the ever-changing
demands and needs of the clientele it serves (Ross and Sennyey, 2008;Soong and Chan, 2010).
This study was funded by Universiti Malaya grant PO074-2014B.
The current issue and full text archive of this journal is available on Emerald Insight at:
www.emeraldinsight.com/0264-0473.htm
Web-based
library service
quality
507
Received 30 October 2015
Revised 30 December 2015
4 April 2016
6 May 2016
17 July 2016
Accepted 28 August 2016
TheElectronic Library
Vol.35 No. 3, 2017
pp.507-519
©Emerald Publishing Limited
0264-0473
DOI 10.1108/EL-10-2015-0211
To continue reading
Request your trial