Mapping Library Users’ Loyalty through LibQUAL +: Mediating Role of Users’ Satisfaction

References

• Ab Hamid, M. R., Sami, W., & Sidek, M. M. (2017, September). Discriminant validity assessment: Use of Fornell & Larcker criterion versus HTMT criterion. Journal of Physics: Conference Series, 890(1), 012163.
   Google Scholar
• Adam, R. (2017). Assessment of library service quality and user satisfaction among undergraduate students of Yusuf Maitama Sule University (YMSU) library. Library Philosophy and Practice, 1675, 1–21.
   Google Scholar
• Ahmad, N. H. A., Romle, A. R., & Mansor, M. H. (2015). Exploring service quality and customer satisfaction at Library in Malaysia University. International Journal of Administration and Governance, 1(4), 98–105.
   Google Scholar
• Amarasekara, K. M. R. K., & Marasinghe, M. M. I. K. (2020). User satisfaction on library resources and services: Survey conducted in main library of the Open University of Sri Lanka. Journal of the University Librarians Association of Sri Lanka, 23(2), 27–46. https://doi.org/10.4038/jula.v23i2.8007
   Google Scholar
• Arshad, A., & Ameen, K. (2010). Service quality of the University of the Punjab’s libraries: An exploration of users’ perceptions. Performance Measurement and Metrics, 11(3), 313–325. https://doi.org/10.1108/14678041011098578
   Google Scholar
• Asghar, M. B., & Shafique, F. (2012). Service evaluation in special libraries of Bahawalpur: A comparative study of GCT, QMC, and UCET. Library Philosophy and Practice, 11(13), 1–14.
   Google Scholar
• Barad, P. H. (2019). User satisfaction with library resources and services in Himachal Pradesh University. Library Progress (International), 39(1), 102–109. https://doi.org/10.5958/2320-317X.2019.00010.2
   Google Scholar
• Choshaly, S. H., & Mirabolghasemi, M. (2019). Using SEM-PLS to assess users satisfaction of library service quality: Evidence from Malaysia. Library Management, 40(3/4), 240–250. https://doi.org/10.1108/LM-03-2018-0023
   Web of Science ®Google Scholar
• Cristobal, A. S. (2018). Expectations on library services, library quality (LibQual) dimension and library customer satisfaction: relationship to customer loyalty. Library Philosophy and Practice, 1706, 1–23.
   Google Scholar
• Dahan, S. M., Taib, M. Y., Zainudin, N. M., & Ismail, F. (2016). Surveying users’ perception of academic library services quality: A case study in Universiti Malaysia Pahang (UMP) Library. The Journal of Academic Librarianship, 42(1), 38–43. https://doi.org/10.1016/j.acalib.2015.10.006
   Web of Science ®Google Scholar
• Ekpenyong, E. M., & Esin, J. E. (2021). Users’ satisfaction with library facilities and attitude of staff in national library. Library Philosophy & Practice, 1–10.
   Google Scholar
• Gama, U. G. (2013). Reference services in the digital age: What hope for reference librarians in Nigeria. Bayero Journal of Library and Information Sciences, 1(1), 32–39.
   Google Scholar
• Haglund, L., & Olsson, P. (2008). The impact on university libraries of changes in information behavior among academic researchers: A multiple case study. The Journal of Academic Librarianship, 34(1), 52–59. https://doi.org/10.1016/j.acalib.2007.11.010
   Web of Science ®Google Scholar
• Hernon, P., & Whitman, J. R. (2001). Delivering satisfaction and service quality: A customer-based approach for libraries. American Library Association.
   Google Scholar
• Hossain, M. J., & Islam, A. (2012). Understanding perceived service quality and satisfaction: A study of Dhaka University Library, Bangladesh. Performance Measurement and Metrics, 37, 109–120.
   Google Scholar
• Irianingsih, I., Nahar, J., & Larasati, R. (2017). Aplikasi model persamaan struktural dalam analisis pengaruh kualitas pelayanan (LibQUAL) terhadap kepuasan dan loyalitas pemustaka. Jurnal Matematika Integratif, 12(1), 19–26. https://doi.org/10.24198/jmi.v12i1.10280
   Google Scholar
• Kulkarni, M., & Deshpande, N. J. (2012, August). Empowering library users, establishing channel of communication for service quality expectations of trainers from Government Administrative Training Institute (ATI) libraries in India. In Conference, India, June. Retrieved May 23, 2014, from http://conference.Ifla.Org/past-wlic/2012/203-kulkarni-en.Pdf
   Google Scholar
• Kumar, A., & Mahajan, P. (2019). Evaluating library service quality of University of Kashmir: A LibQUAL + survey. Performance Measurement and Metrics, 20(1), 60–71. https://doi.org/10.1108/PMM-09-2018-0024
   Web of Science ®Google Scholar
• Lomte, S. (2007). Knowledge management for e-resources. Indian Journal of Library and Information Science, 1, 3–5.
   Google Scholar
• Long, P. D., Hai, L. N., & Nga, D. Q. (2019). Measuring users’ satisfaction with university library services quality: Structural equation modeling approach. In International Econometric Conference of Vietnam (pp. 510–521). Cham: Springer.
   Google Scholar
• Mahmood, K., Ahmad, S., Ur Rehman, S., & Ashiq, M. (2021). Evaluating library service quality of college libraries: The perspective of a developing country. Sustainability, 13(5), 2989. https://doi.org/10.3390/su13052989
   Web of Science ®Google Scholar
• Maina, J., Masese, J. M., Omallah, B. G., & Makwae, E. N. (2017). Usage and user satisfaction of library resources in Kisii University Library, Kenya. International Journal of Library and Information Science Studies, 3(3), 20–29.
   Google Scholar
• Morales, M., Ladhari, R., Reynoso, J., Toro, R., & Sepulveda, C. (2011). Factor structure and psychometric properties of a Spanish version of LibQUAL+™. Performance Measurement and Metrics, 12(1), 23–37. https://doi.org/10.1108/14678041111124270
   Google Scholar
• Ningoji, S. M. M., & Sadashivappa, N. (2020). User satisfaction on library resources, facilities and services: A case study in Shri Kumareshwara B. Ed College, Hangal, Dist: Haveri (Karnataka). International Journal of Library and Information Studies, 10(3), 158–167.
   Google Scholar
• Noh, Y., & Chang, R. (2020). A study on the Impact of satisfaction with public libraries on using and recommending intention. International Journal of Knowledge Content Development & Technology, 10(3), 69–86.
   Google Scholar
• Onuoha, U. D., Omokoje, A., & Bamidele, I. A. (2013). Assessing service effectiveness and satisfaction with library services at Babcock University, Nigeria. Information and Knowledge Management, 3(9), 84–90.
   Google Scholar
• Padmavathi, N., Ningaiah, A., & Biradar, K. (2017). Use and user satisfaction of library resources and services by PG students and research scholars in Bangalore University Library, Bangalore. International Research: Journal of Library and Information Science, 7(1), 113–121.
   Google Scholar
• Pal, N., & Barman, R. K. (2021). User satisfaction on library resources and services in law college libraries of Assam, India: A study. Library Philosophy and Practice, 1–19.
   Google Scholar
• Perng, C., Wang, S. L., & Chiou, W. C. (2009). A conceptual framework of library reader service from customer relationship management perspective. International Journal of u-and e-Service, Science and Technology, 2(1), 11–20.
   Google Scholar
• Rehman, S. U., Kyrillidou, M., & Hameed, I. (2014). Reliability and validity of a modified LibQUAL plus (R) survey in Pakistan: An Urdu language experience. Malaysian Journal of Library and Information Science, 19, 83–102.
   Web of Science ®Google Scholar
• Rizky, T. D., Huda, N., Muslikh, M., & Rini, N. (2020). Analysis (LibQual) on loyalty and library satisfaction; A case study in YARSI University Library Service Center. Jurnal Organisasi Dan Manajemen, 16(2), 182–195. https://doi.org/10.33830/jom.v16i2.963.2020
   Google Scholar
• Roh, H. J., & Chang, W. K. (2019). A study on the effect of university library user’s sense of community on user satisfaction and loyalty. Journal of the Korean Society for Information Management, 36(1), 137–168.
   Google Scholar
• Roni, N. A. M., Ali, H., Alli, W. E. W. M., Chik, E. R. E., & Hamid, S. A. A. (2019). User satisfaction with information searching and library services among medical professional in Malaysia. ICoLIS, 497–505. https://umlib.um.edu.my/images/library%20publication/icolis/2019/User%20satisfaction%20with%20information%20searching%20and%20library%20servicesamong%20medical%20professional%20in%20Malaysia.pdf
   Google Scholar
• Sharma, S. K., Anand, V. K., & Sharma, G. (2012). Quality of services rendered by university libraries: An empirical investigation. Trends in Information Management, 6(1), 1–16.
   Google Scholar
• Simmonds, P. L., & Andaleeb, S. S. (2001). Usage of academic libraries: The role of service quality, resources, and user characteristics. Library Trends, 49(4), 626–634.
   Google Scholar
• Soroya, S. H., & Ameen, K. (2016). Reading trends of youth in Pakistan: A pilot study. Pakistan Journal of Information Management and Libraries, 17, 86–96. https://doi.org/10.47657/201617896
   Google Scholar
• Soroya, S. H., & Ameen, K. (2020). Millennials’ reading behavior in the digital age: A case of Pakistani University Students. Journal of Library Administration, 60(5), 559–577. https://doi.org/10.1080/01930826.2020.1760563
   Web of Science ®Google Scholar
• Swe, T. W., & Yang, S. (2021). User satisfaction survey of university library websites in Myanmar. International Journal of Innovative Science and Research Technology, 6(9), 944–955.
   Google Scholar
• Taufiq, M., Rehman, S. U., & Ashiq, M. (2020). User satisfaction with resources and services of public libraries of Lahore, Pakistan. Library Philosophy and Practice, 1–30. https://digitalcommons.unl.edu/libphilprac/4347.
   Google Scholar
• Thompson, C. (2003). Information illiterate or lazy: How college students use the web for research. Portal: Libraries and the Academy, 3(2), 259–268. https://doi.org/10.1353/pla.2003.0047
   Web of Science ®Google Scholar
• Tiemo, P. A., & Ateboh, B. A. (2016). Users’ satisfaction with library information resources and services: A case study College of Health Sciences Library Niger Delta University, Amassoma, Nigeria. Journal of Education and Practice, 7(16), 54–59.
   Google Scholar
• Twum, K. K., Adams, M., Budu, S., & Budu, R. A. A. (2022). Achieving university libraries user loyalty through user satisfaction: The role of service quality. Journal of Marketing for Higher Education, 32(1), 54–72. https://doi.org/10.1080/08841241.2020.1825030
   Web of Science ®Google Scholar
• Udo, C., & Philip, K. (2020). User satisfaction with public library services in Abak Community, Akwa Ibom State, Nigeria. Library Philosophy and Practice, 4, 1.
   Google Scholar
• Vijeyaluxmy, S. (2015). Students’ satisfaction with library services in an academic library: Special reference to Trincomalee campus. In 5th International Symposium (pp. 107–116).
   Google Scholar
• Whitehall, T. (1992). Quality in library and information service: A review. Library Management, 13(5), 23–35. https://doi.org/10.1108/01435129210020361
   Google Scholar
• Xi, Q., Zhao, H., Hu, Y., Tong, Y., & Bao, P. (2018). Case studies and comparison between two models for assessing library service quality. The Electronic Library, 36(6), 1099–1113. https://doi.org/10.1108/EL-11-2016-0246
   Web of Science ®Google Scholar
• Xu, F., & Du, J. T. (2019). Examining differences and similarities between graduate and undergraduate students’ user satisfaction with digital libraries. Journal of Academic Librarianship, 45(6), 102072. https://doi.org/10.1016/j.acalib.2019.102072
   Web of Science ®Google Scholar
• Yahaya, R. M. (2019). Users’ satisfaction with information resources in libraries of agricultural research institutes in Nigeria. Information Impact: Journal of Information and Knowledge Management, 10(1), 59–73. https://doi.org/10.4314/iijikm.v10i1.6
   Google Scholar
• Zaheer, M., Batool, S. H., Soroya, S. H., & Khalid, A. (2020). Exploring users’ perceptions and expectations about library service quality: A case of Mirpur University of Science & Technology (MUST). Qualitative & Quantitative Methods in Libraries, 9(3), 325–342.
   Web of Science ®Google Scholar