The relationships among overall service quality, customer satisfaction and customer loyalty in library services

Autor:	Tohid Kachwala, Aditya Bali, Dinesh Panchal
Rok vydání:	2021
Předmět:	Service (business) Service quality media_common.quotation_subject School library General Business Management and Accounting Loyalty business model SERVQUAL Loyalty ComputingMilieux_COMPUTERSANDSOCIETY Customer satisfaction Business Marketing Literature survey media_common
Zdroj:	International Journal of Productivity and Quality Management. 33:198
ISSN:	1746-6482 1746-6474
DOI:	10.1504/ijpqm.2021.115692
Popis:	Understanding students' loyalty in library services becomes important as an operations strategy to retain existing students and attract new students. This study uses secondary data from a survey of business school library. Based on extensive literature survey, a scientific (service quality - customer satisfaction - customer loyalty) model is proposed to relate the antecedents of service quality, overall service quality, customer satisfaction and customer loyalty. Using convenience sampling, survey (with a well-defined questionnaire) is carried out for regular library users and structural equation modelling (in IBM AMOS) is used for investigating the relationship between the latent constructs of the antecedents of service quality, overall service quality, customer satisfaction and customer loyalty. The study identified four antecedents (reliability, assurance, empathy and physical aspects) of overall service quality. The study also found that perception of overall service quality has indirect influence on customer loyalty through customer satisfaction in library service.
Databáze:	OpenAIRE
Externí odkaz:	https://explore.openaire.eu/search/publication?articleId=doi_dedup___::9ad3a34e09477901c008727f7e0e2536 https://doi.org/10.1504/ijpqm.2021.115692 Zobrazit plný text záznamu