Perceived Service Quality and User Satisfaction in Library Environment

摘要

This research is aimed at assessing the effect of library service quality on librarty usage and user satisfaction. This study focuses on assessing the effect of three dimensions of LibQual+TM instrument (affect of service, information control, library as place) on library usage and user satisfaction. The data for this study was collected through self-administered questionnaire to undergraduate students of a private university. The data collected was tested for convergent/discriminant validity, reliability and the dimensions of the research construct were identified through a multi-step scale of exploratory and confirmatory factor analysis. Multiple regression was conducted to test the hypotheses raised in the study through the use of structural equation model and also to validate the research model. The findings indicate that library service quality has a significant positive effect on library usage and a direct significant effect on user satisfaction while a non-significant effect of library service quality was identified when the total effect was carried out on user satisfaction. This study also found that library usage have a direct significant effect on user satisfaction and library service quality has significant positive effect on user satisfaction through library usage.