Staff Affection, the Key Factor in the Loyalty of University Students using Virtual Library Services that are Accessible by a Physical Access Space, in Developing Countries

Abstract

Virtual libraries are essential in strengthening research and education, especially in universities in the Dominican Republic. Despite facing various challenges, they offer services in physical spaces. This study examines the relevance of system quality, service quality, information quality, and staff interaction on student satisfaction and loyalty toward these physical virtual libraries. A survey of 531 students was analyzed using SPSS and PLS-SEM. Findings show that staff interaction positively affects user loyalty, though not satisfaction. Additionally, system quality, information quality, and service quality continue to positively influence user satisfaction, which, in turn, affects user loyalty. This research deepens our understanding of staff's influence on user loyalty in developing countries' virtual libraries.