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Nabeel Part 1

This study examines the relationships between web-based library service quality, service value, customer satisfaction, and customer loyalty based on surveys of postgraduates and academic staff from four universities in Malaysia. The study finds that service quality indirectly influences customer loyalty through service value and customer satisfaction. Service quality and satisfaction are distinct constructs, with quality preceding satisfaction. Service value is also found to be impacted by quality perceptions and an important determinant of satisfaction. The results support the need to consider additional factors beyond service quality to improve customer loyalty.

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Asad Memon
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23 views3 pages

Nabeel Part 1

This study examines the relationships between web-based library service quality, service value, customer satisfaction, and customer loyalty based on surveys of postgraduates and academic staff from four universities in Malaysia. The study finds that service quality indirectly influences customer loyalty through service value and customer satisfaction. Service quality and satisfaction are distinct constructs, with quality preceding satisfaction. Service value is also found to be impacted by quality perceptions and an important determinant of satisfaction. The results support the need to consider additional factors beyond service quality to improve customer loyalty.

Uploaded by

Asad Memon
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Article 1: Antecedents of customer loyalty:

Does service quality suffice?

Summary:
This study is conducted on an investigation of the antecedents of customer loyalty
in an academic library setting. A structural model is presented to test the
relationships between web-based library service quality, service value, customer
satisfaction and customer loyalty based on theoretical underpinnings in the
literature on service quality and customer loyalty. The study provides empirical
data on library users’ behavioral intentions, which helps understand the nature of
customers’ loyalty towards web-based library services. Participants included
postgraduates and academic staff from four research intensive universities in
Malaysia.

Author's Name:
The name of Author of this study is Kiran, K. and Diljit, S.

Country:
Malaysia ( This research is conducted on University of Malaysia, Kuala Lumpur)

Year:
This Malaysian journal was done in August 2, 2011

Veriables:
This study was carried out to test the relationships between the four construct .

Dependent Veriable: Service Quality


Independent veriable: Customer Loyalty

Mediator: Customer Satisfaction

Moderator: Service Value

Context:
Academic Libraries

Methodology:
Quantitative Approach

Sampling Technique:
A set of questions were designed based on reference to previous studies.

All variables are measured according to a seven-point Likert-type scale,

Data analysis:
The sample for this study was selected on the basis of convenience sampling as it
was difficult to obtain the contact of all postgraduates. Data was collected by two
months.

Findings:
this study found that service quality only indirectly influences customer loyalty,
with service value and customer satisfaction as mediating veriables.

This study shows there is no direct significant effect of web-based library service
quality on customer loyalty. The results of the hypotheses testing indicate that
both web-based library service quality and service value lead to customer
satisfaction; and customer satisfaction then leads to customer loyalty. This result
clearly supports that service quality and satisfaction are distinct constructs and
that service quality is an antecedent to satisfaction. Another interesting finding is
that service value is largely affected by perceptions of quality and is an important
determinant of customer satisfaction.

Recommendation:
My recommendation on this study is, the negative and non-significant
relationship between service quality and loyalty needs to be examined further to
understand library users’ preferences for information resources. And there should
br replication of this study with a different set of subjects.

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