Redefining Expectancy Disconfirmation Theory using LIS SERVQUAL+: An Integrated Framework for evaluating Library Service Quality and User Satisfaction

Abstract

The study aims to develop an integrated framework for evaluating library service quality and satisfaction in a simultaneous process. Multidimensional item-scale LIS SERVQUAL + measurement tool was used in this study. The reliability of the questionnaire items was done using Cronbach's alpha. To examine the relationship between service quality and satisfaction Pearson correlation coefficient and Linear regression analysis were used. Finally to establish the 4-level disconfirmation standard users' expected and perceived opinions were compared using Wilcoxon signed ranked test. Result shows that, the 4-dimensional structure of LIS SERVQUAL + has a closer relationship with overall perceived service quality and satisfaction, and service quality and satisfaction are significantly related to each other. The result also shows that, the comparisons between P & DE, P & RE, P & ZoT, and P & ME are significant to fit for 4-level ZOT. The effect of newly adapted ‘Disconfirmation of expectation's theory’ and its integration with LIS SERVQAUL + model may aid the authorities of academic libraries in the synchronized assessment of service quality and satisfaction.

Keywords:

• Academic library
• disconfirmation of expectation’s theory
• expectancy disconfirmation theory
• LIS SERVQUAL+
• 4-level ZOT
• satisfaction
• service quality