Open Access Open Access  Restricted Access Subscription or Fee Access

An Exploration of the Relationship between Service Quality, Users’ Satisfaction, and Loyalty in the Academic Libraries

Bala Haruna, Augustine Uzoma Madu, Dauda B. Adamu


Service quality, users’ satisfaction, and loyalty have been studied as an integral and vital part in library growth and sustainability. This study explored the relationship between perceived service quality, users’ satisfaction and loyalty in the academic library in Nigeria. Using a convenience sampling technique through aquestionnaire, this study elicited responses from 141 postgraduate and undergraduate students who had used the library web-based service. The 141 valid data were analyzed descriptively with spss 20 version and structural equation modeling was conducted using AMOS version 20 to test the hypotheses. The result showed that there is a direct positive relation between service quality and user loyalty, also, service quality influenced loyalty indirectly through users’ satisfaction. This study revealed that measurement of service quality, particularly, web-based service quality is a vital step towards user retention in the academic library.

Full Text: PDF

Disclaimer/Regarding indexing issue:

We have provided the online access of all issues and papers to the indexing agencies (as given on journal web site). It’s depend on indexing agencies when, how and what manner they can index or not. Hence, we like to inform that on the basis of earlier indexing, we can’t predict the today or future indexing policy of third party (i.e. indexing agencies) as they have right to discontinue any journal at any time without prior information to the journal. So, please neither sends any question nor expects any answer from us on the behalf of third party i.e. indexing agencies.Hence, we will not issue any certificate or letter for indexing issue. Our role is just to provide the online access to them. So we do properly this and one can visit indexing agencies website to get the authentic information.