Using SEM-PLS to assess users satisfaction of library service quality: evidence from Malaysia
| Date | 11 March 2019 |
| DOI | https://doi.org/10.1108/LM-03-2018-0023 |
| Pages | 240-250 |
| Published date | 11 March 2019 |
| Author | Sahar Hosseinikhah Choshaly,Marva Mirabolghasemi |
| Subject Matter | Library & information science,Librarianship/library management,HR in libraries,Library strategy,Library promotion |
Using SEM-PLS to assess users
satisfaction of library service
quality: evidence from Malaysia
Sahar Hosseinikhah Choshaly and Marva Mirabolghasemi
Department of Management, Lahijan Branch, Islamic Azad University,
Lahijan, Islamic Republic of Iran
Abstract
Purpose –The purpose of this paper is to examine the impact of Libqual+™dimension (affect of services,
information control and Library as a place) on user satisfaction at Universiti Kebangsaan Malaysia (UKM).
Design/methodology/approach –Data were collected using a sa mple of 100 students and it was
analyzed using SPSS and Smart PLS. The measurement model wa s analyzed using composit e reliability,
convergent and discrim inate validity whil e the structural model wa s used to predict the relat ionships
between variables.
Findings –The results indicated that services, information control and library as a place have a significant
and positive impact on the overall satisfaction of library users, with affect of services being the most
important predictor of library user satisfaction.
Practical implications –Overall, users are satisfied with the services provided by the UKM library.
Results from this study will help librarians to make better decisions in providing effective services and
fulfilling the library’s vision and mission.
Originality/value –The study provides insight into the UKM University how to use LibQual+™dimension
to improve user’s satisfaction.
Keywords Library, Service quality, Information control, Affect of service, Libqual, Users satisfaction
Paper type Research paper
Introduction
One of the important elements in the development of the world and mankind is information.
Libraries help to share information and knowledge. Students as library users expect Library
services to be good enough to satisfy their needs (Troll, 2002). A lot of changes have happened
since the 20th century; libraries have contributed to the transfer from warehouses for books and
journals to the powerhouses of information and knowledge. The rapid changes in information
technologies have affected the ways that libraries use to deliver their services (Perng et al., 2009).
Users play an important role in evaluation of service quality (Parasuraman et al., 1985). In such
an environment libraries should try to improve continuously their service quality (Somaratna
and Peiris, 2011). Assuming students as customers, their educational experience can be used as
a predictor of satisfaction (Nadiri and Mayboudi, 2010). Customer satisfaction is the important
aim of any organization and it depends on the quality of the services (Adeniran, 2011).
Satisfaction of students as users will bring competitive advantage for the university
(Didomenico and Bonnici, 1996). Libraries should measure users’perceptions and expectations
to predict quality of service (Pedramnia et al., 2012). Shoeb (2011) mentioned that library
managers should know what users expect in terms of service quality. Assessing the user’s
satisfaction is essential for the development of the academic library as it helps to keep and retain
existing users and attracting new ones (Moreira et al., 2009). In various studies, several factors
have been recognized as predictors of the satisfaction of library’s users such as,
reading rooms, availability of photocopy machines, computers connected with internet,
electronic databases as well as assistance delivered by the librarians (Roy et al., 2012).
Assessing the library service quality will help to reduce the gap between customers’perceptions
and expectations (Yu et al., 2008). Researchers have used different quantitative measures to
examine library service quality such as “collection size, numbers of visitors, issuing and
Library Management
Vol. 40 No. 3/4, 2019
pp. 240-250
© Emerald PublishingLimited
0143-5124
DOI 10.1108/LM-03-2018-0023
Received 19 March 2018
Revised 6 July 2018
Accepted 23 July 2018
The current issue and full text archive of this journal is available on Emerald Insight at:
www.emeraldinsight.com/0143-5124.htm
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