Modelling influential factors on customer loyalty in public libraries: a study of West Iran

Keshvari, Maryam; Zare–Farashbandi, Firoozeh; Geraei, Ehsan

doi:10.1108/el-10-2013-0185

Cited by 27 publications

(28 citation statements)

References 18 publications

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“…In the field of marketing, loyalty refers to customer desire to choose a particular brand based on his/her previous purchase experience (Wakefield and Blodgett, 1999). Although the term “customer loyalty” has been proposed in the marketing of products and services in commercial organizations, it started to be considered gradually by non-commercial organizations including libraries (Chen et al, 2004; Keshvari et al, 2015; Martensen and Grønholdt, 2003; Oh, 2003, 2017; Suki 2012). In the library context, user loyalty can be defined as a feeling of attachment for libraries’ information resources and related services (Xu and Du, 2018).…”

Section: Introductionmentioning

confidence: 99%

How to increase the loyalty of public library users? A qualitative study

Tajedini

Khasseh

Afzali³

et al. 2019

Journal of Librarianship and Information Science

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The main objective of this study is to explain how to increase user loyalty behavior to public library services. This study uses a qualitative method based on grounded theory. The research population included users of public libraries in Iran. The data were collected through in-depth interviews, and the theoretical saturation was obtained after interviewing 24 members of public libraries. The collected data through interviews were analyzed using theoretical coding and content analysis. Results indicated that observing moral and humane principles when dealing with library users plays a significant role in both building user loyalty to the library and attracting new users. In addition, it was found that causal conditions in increasing loyalty among public library users are related to four areas including physical space management, information resource management, human resource management, and information technology management. It was also noted that factors such as service quality, proper design of interiors, providing diverse and updated information resources, the use of new communication technologies, and the use of cyberspace and social network applications must be taken into account by public libraries. Building loyalty among users and members of public libraries in today’s technological world is of high importance, as it will guarantee the repeated and more frequent use of public libraries and their services and thus reflect their positive effects. The loyalty of users of libraries and information centers can be based on perceived quality, effective communication between librarians and users, and satisfaction with services offered by libraries and their staffs and can affect the intention for repeated visits, and the use of library service and preferring a library over other libraries.

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Section: Introductionmentioning

confidence: 99%

How to increase the loyalty of public library users? A qualitative study

Tajedini

Khasseh

Afzali³

et al. 2019

Journal of Librarianship and Information Science

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“…In this study, the researcher applies hypothesis based on previous research, namely the effect of LibQUAL on visitor satisfaction (Irianingsih, Nahar, Larasati, 2016;Undari and Ismiyati, 2015), LibQUAL on user loyalty (Choshaly and Mirabolghasemi, 2019;Ayuni and Utthavi, 2018), user satisfaction with user loyalty (Chin et al, 2018;Keshvari, Zare Farashbandi, and Geraei, 2015), LibQUAL to user loyalty through user satisfaction (Chandra et al, 2019;Tan, Chen, and Yang, 2017). The hypothesis is: H1: There is an influence of LibQUAL on User Satisfaction H2: There is an influence of LibQUAL on User Loyalty H3: There is an influence of User Satisfaction on User Loyalty H4: There is an influence of LibQUAL on User Loyalty through User Satisfaction…”

Section: Research Of Hypothesesmentioning

confidence: 99%

Analysis (LibQual) on Loyalty and Library Satisfaction; A Case Study in YARSI University Library Service Center

Rizky

Huda

Muslikh

et al. 2020

j. Organisasi dan manaj.

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This study aims to analyze (LibQual): the effect of the performance of officers (affect of service) on user satisfaction; the effect of information access on user satisfaction; the influence of instructions and means of access (personal control) to the satisfaction of users; the effect of facilities and infrastructure (library as a place) on user satisfaction; the effect of the satisfaction of the visitors on the user loyalty; the effect (LibQual) on the loyalty of the visitors; the effect (LibQual) on the loyalty of the visitors through the variable user satisfaction. The data analysis method uses Structural Equation Model (SEM) with Lisrel 8.8 software. Respondents in this study were 180 students from YARSI University. This study presents a relative risk as a measure of effect size for categorical outcomes. Findings. The results of this study indicate that the LibQual component has a positive and significant influence on the visitors’ satisfaction and loyalty directly. Library satisfaction has a positive and significant effect on the loyalty of users directly. The LibQual component has a positive and significant indirect effect on loyalty through user satisfaction.

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“…Perceived service quality and customers' satisfaction are considered two different constructs (Keshvari et al 2015;Lei and Jolibert, 2012). Satisfaction refers to customers' emotional responses towards a product performance, whereas perceived service quality refers to customers' overall evaluation of a specific service (Moreira and Silva, 2015).…”

Section: Customer Satisfactionmentioning

confidence: 99%

Relationship Between Customer Satisfaction and Customer Loyalty: A Review and Future Directions of Its Nature and Approaches

Abu-Alhaija¹,

Hussein²,

Allan³

2019

EJSS

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This paper discusses the special relationship between customer satisfaction and customer loyalty. It highlights the significance of studying such relationship via appropriate moderators. This may contribute towards understanding the nature and strength of the relationship. Examining the indirect influences of customer satisfaction on loyalty towards a product or service may highlight obscure relationships. This study concludes that the relationship between satisfaction and loyalty is, at times, beyond a straightforward one. The relationship may include specific moderating factors, depending on customers' characteristics, such as, psychographic, cultural, and religious factors. This paper finds that a marketing approach, which is, in line with Islamic values, is essential in order to satisfy and retain religious customers. It is hoped that the propositions provided in this study could inspire marketing scholars to develop sound models in understanding the relationship between customer satisfaction and customer loyalty.

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Modelling influential factors on customer loyalty in public libraries: a study of West Iran

Cited by 27 publications

References 18 publications

How to increase the loyalty of public library users? A qualitative study

How to increase the loyalty of public library users? A qualitative study

Analysis (LibQual) on Loyalty and Library Satisfaction; A Case Study in YARSI University Library Service Center

Relationship Between Customer Satisfaction and Customer Loyalty: A Review and Future Directions of Its Nature and Approaches

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