ABSTRACT

This study examines the influence of library service quality dimensions (i.e. service affect, information access, library as place, and personal control) on user satisfaction, as well as user satisfaction on user loyalty. Data were drawn from 349 library users from a public university library in Ghana. The hypothesized relationships were analyzed using structural equation modeling. The study revealed that with the exception of library as place all the service quality dimensions had a positive significant relationship with library user satisfaction. The study further established a positive significant relationship between user satisfaction and user loyalty. The practical implication is that the attainment of library user loyalty is possible when the management of libraries improve the level of user satisfaction with services. This study is one of the few on assessing library service quality, customer satisfaction, and user loyalty in a developing country context.

摘要

本研究考察了图书馆服务质量维度（即服务影响、信息访问、图书馆作为场所和个人控制）对用户满意度的影响，以及用户满意度对用户忠诚度的影响。数据来自加纳一所公立大学图书馆的 349 名图书馆用户。使用结构方程模型分析假设的关系。研究表明，除图书馆作为场所外，所有服务质量维度都与图书馆用户满意度呈显着正相关关系。该研究进一步建立了用户满意度和用户忠诚度之间的显着正相关关系。其实际含义是，图书馆管理提高用户对服务的满意度，就有可能实现图书馆用户忠诚度。