Purpose

This study aims to determine the NPS score of state academic libraries users in Indonesia, the relationship between user loyalty and NPS scores and the relationship between user satisfaction with NPS.

Design/methodology/approach

The method used in this research is quantitative explanatory method, which surveyed the relationship between satisfaction, loyalty and NPS variables based on the development of previous studies and existing theories. The population in this study were students visiting the state university library in Surabaya, Indonesia, namely Library A, Library B, Library C and Library D. The total number of samples taken was 200 divided equally to each of the universities, with 50 respondents respectively. Data collection was done with a questionnaire.

Findings

The Result shows that NPS value for academic library in Indonesia was 8. (1) The probability value of satisfaction with NPS is 0.18 (greater than 0.01) so H1 is rejected, meaning that satisfaction has no significant effect on NPS, (2) The probability value of satisfaction with loyalty is < 0.01 so that H0 is accepted. This means that satisfaction has a significant effect on loyalty and (3) The probability value of loyalty to NPS is < 0.01 so that H0 is accepted. This indicates that loyalty has a significant effect on NPS.

Research limitations/implications

To get user satisfaction, libraries need to improve facilities and services in accordance with the characteristics and needs of users, so that user expectations will be met and achieve satisfaction. When user satisfaction has been fulfilled, user loyalty to library products will be formed, so the NPS score will increase which is manifested by users recommending the library to others. This research has limitations, namely that the object of research is only in public higher education centers, so for generalization it is necessary to add research objects such as private college libraries, public libraries or school libraries.

Originality/value

Research on loyalty by using NPS has not been done much especially in Indonesia. This study also examines the relationship between satisfaction and loyalty on NPS scores.

中文翻译：

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印度尼西亚学术图书馆满意度和忠诚度对净推荐值（NPS）的影响

目的

本研究旨在确定印度尼西亚国立学术图书馆用户的 NPS 分数、用户忠诚度与 NPS 分数之间的关系以及用户对 NPS 满意度的关系。

设计/方法论/方法

本研究采用的方法是定量解释法，在前人研究的发展和现有理论的基础上，考察满意度、忠诚度和NPS变量之间的关系。本研究的对象是访问印度尼西亚泗水州立大学图书馆的学生，即图书馆 A、图书馆 B、图书馆 C 和图书馆 D。 抽取的样本总数为 200，平均分配给每所大学，分别有 50 名受访者. 数据收集是通过问卷完成的。

发现

结果表明，印度尼西亚学术图书馆的 NPS 值为 8。（1）对 NPS 满意的概率值为 0.18（大于 0.01），因此拒绝 H1，表示满意对 NPS 没有显着影响，（2）忠诚度满意的概率值<0.01，因此H0被接受。这意味着满意度对忠诚度有显着影响，（3）忠诚度对 NPS 的概率值 <0.01，因此 H0 被接受。这表明忠诚度对 NPS 有显着影响。

研究限制/影响

为了让用户满意，图书馆需要根据用户的特点和需求改进设施和服务，使用户的期望得到满足，达到满意。当用户满意度得到满足时，用户对图书馆产品的忠诚度就会形成，因此NPS得分会增加，表现为用户向他人推荐图书馆。本研究存在局限性，即研究对象仅限于公立高等教育中心，因此为了概括，需要增加私立大学图书馆、公共图书馆或学校图书馆等研究对象。

创意/价值

使用 NPS 对忠诚度的研究还很少，尤其是在印度尼西亚。本研究还考察了满意度和忠诚度对 NPS 分数的关系。