The Effect of Service Quality and User Value on the Satisfaction and Loyalty of Users  at Library and Archives of Padang City

Hayati, S.; Heryanto, Heryanto

doi:10.47577/tssj.v8i1.642

Cited by 2 publications

(2 citation statements)

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“…It would enrich the breadth of exploration of relationships between quality dimensions and library success. Hayati and Heryanto (2020) found that users were satisfied with the services being provided by the Library and Archive Department of Padang City, Indonesia, due to the directly positive and significant effect of user value on user satisfaction. Similarly, quality of service had a direct impact on user satisfaction and the user value had a significant effect on user loyalty.…”

Section: Libqual and Library Service Qualitymentioning

confidence: 99%

The users' expectations of library service quality in the college libraries of Pakistan: a LibQUAL study

Mahmood¹,

Rehman

Ashiq

2023

PMM

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PurposeThis research study is conducted to thoroughly investigate the users' expectations for excellent library service quality (LSQ) from college libraries. It will also identify whether there is any difference in the desired library service quality among different type of users, gender and academic discipline.Design/methodology/approachA survey method was used, and the data were collected from 998 respondents, which included faculty members, masters, bachelor's and intermediate students. In order to conduct the study, LibQUAL + instrument were adapted.FindingsThe results demonstrated that the users expected a higher level of services from the college libraries of Pakistan. The highest desired expectation of the users were related to “library as a place (LP)” dimension, while the lowest expectation was with regards to the “information control (IC)” dimension. The results indicated a significant difference among the various types of users and academic disciplines regarding their expectations with library services.Practical implicationsThe appointment of college librarians against nearly 500 vacant posts would significantly improve the LSQ in these libraries. The result of the study would indeed be useful for the college administration, librarians the Government of the Punjab and the Punjab Higher Education Commission (HEC) for future planning, improvement of services and allocation of resources.Originality/valueThis study is the first in-depth effort into investigating the LSQ of the college libraries of the Punjab, Pakistan. This study will be helpful to understand the LSQ from developing countries’ perspective.

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Section: Libqual and Library Service Qualitymentioning

confidence: 99%

The users' expectations of library service quality in the college libraries of Pakistan: a LibQUAL study

Mahmood¹,

Rehman

Ashiq

2023

PMM

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“…Thus, library management must be carried out properly and systematically so that the services provided are in accordance with the needs of its users (Rochmah, 2016). So, directly quality of service has an influence on user satisfaction (Hayati & Heryanto, 2020).…”

Section: Introductionmentioning

confidence: 99%

Student’s Perceptions Towards the Quality of Library Service at the College of Pharmacy Muhammadiyah Tangerang During the Pandemic Covid-19

PURWANTO¹,

USWAH²

2022

JKP UHAMKA

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The purpose of this study was to determine students' perceptions towards the quality of library service at the College of Pharmacy Muhammadiyah Tangerang during the pandemic Covid-19. The research is a descriptive study with a quantitative approach. Assessment of the LSQA scale is used in this study to assess the quality of library services which include library infrastructure, library collections, library staff and library services. The research sample was 100 students using random sampling technique. The technique of data collection used was questionnaire distribution. While the technique of data analysis used is descriptive statistics with data processing using SPSS version 25. The steps in data analysis techniques are data presentation (table), measurement of central symptoms (mean, median and mode), calculating standard deviation, discussion and drawing conclusions. The results showed that the quality of library services at the College of Pharmacy Muhammadiyah Tangerang was very good with a score of 42%. Students' perceptions of library infrastructure have a score of 53%, library collections and library employees with each score of 44% and are considered very good by students. Meanwhile, students' perceptions of library services were considered good enough by students with a value of 44%. So that library services at the College of Pharmacy Muhammadiyah Tangerang need to be improved through service accuracy, service speed, IT support in the library and students can access information in the library easily.

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The Effect of Service Quality and User Value on the Satisfaction and Loyalty of Users at Library and Archives of Padang City

Cited by 2 publications

References 1 publication

The users' expectations of library service quality in the college libraries of Pakistan: a LibQUAL study

The users' expectations of library service quality in the college libraries of Pakistan: a LibQUAL study

Student’s Perceptions Towards the Quality of Library Service at the College of Pharmacy Muhammadiyah Tangerang During the Pandemic Covid-19

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