This study validates the adaptation of a loyalty scale for the library scenario and recovers the hierarchical nature of the perceived service quality (PSQ) by operationalizing it as a second‐order level construct, composed by the determinants of service quality (DSQ) identified by Parasuraman, Zeithaml, and Berry in 1985. Our hypothesis was that DSQ are distinct and complementary dimensions, in opposition to the overlapping of DSQ proposed in the SERVQUAL and LibQUAL+® models. In addition, the influence of PSQ on user loyalty (UL) was investigated. Using structural equation modeling, we analyzed the survey data of 1,028 users of a network of academic libraries and report 2 main findings. First, it was shown that the 10 DSQ are statistically significant for the evaluation of PSQ. Second, we demonstrated the positive effect of PSQ for UL. The model presented may be used as a diagnostic and benchmarking tool for managers, coordinators, and librarians who seek to evaluate and/or assess the quality of the services offered by their libraries, as well as to identify and/or manage the loyalty level of their users.

中文翻译：

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通过感知服务质量解释图书馆用户忠诚度：哪里错了？

本研究验证了忠诚度量表对图书馆场景的适应性，并通过将感知服务质量 (PSQ) 作为二阶结构进行操作来恢复感知服务质量 (PSQ) 的层次性质，该结构由 Parasuraman 确定的服务质量决定因素 (DSQ) 组成、 Zeithaml 和 Berry 在 1985 年。我们的假设是 DSQ 是不同的和互补的维度，与 SERVQUAL 和 LibQUAL+® 模型中提出的 DSQ 重叠相反。此外，还研究了 PSQ 对用户忠诚度 (UL) 的影响。我们使用结构方程模型分析了学术图书馆网络的 1,028 名用户的调查数据，并报告了 2 个主要发现。首先，表明 10 个 DSQ 对于 PSQ 的评估具有统计显着性。其次，我们证明了 PSQ 对 UL 的积极影响。