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Modelling web-based library service quality and user loyalty in the context of a developing country

Bala Haruna (Department of Library and Information Science, Faculty of Computer Science and Information Technology, University of Malaya, Kuala Lumpur, Malaysia, and Bauchi State University Gadau, Gadau, Nigeria)
K. Kiran (Department of Library and Information Science, Faculty of Computer Science and Information Technology, University of Malaya, Kuala Lumpur, Malaysia)
Muzammil Tahira (Department of Library and Information Science, Faculty of Computer Science and Information Technology, University of Malaya, Kuala Lumpur, Malaysia)

The Electronic Library

ISSN: 0264-0473

Article publication date: 5 June 2017

Abstract

Purpose

This study aims to empirically validate the LibWebSQ measurement scale. In addition, it investigates the relationship between perceived web-based service quality and three other latent constructs, namely, user satisfaction, service value and user loyalty.

Design/methodology/approach

A quantitative survey design was used to collect the data. Structural equation modeling was used to determine the influence of web-based service quality on the three latent constructs. The respondents were students, academic staff and non-academic staff from two federal universities in the North-western zone of Nigeria.

Findings

The findings of the path analysis indicate that perceived web-based service quality and service value exhibit no statistically significant direct influence on user loyalty. However, user satisfaction has a direct positive influence on user loyalty, and it also mediates the relationship between web-based service quality and user loyalty to the library.

Research limitations/implications

The LibWebSQ is a reliable and valid scale to be used in Nigerian university libraries for web-based service quality measurement. User loyalty in academic libraries can be modelled as a result of service quality and user satisfaction

Practical implications

This study provides a means of assessing web-based library service quality and further improving the policy and practice in university libraries.

Originality value

This is the first attempt to assess web-based library service quality using the LibWebSQ measurement scale. A satisfactory model fit is obtained, which allows the measurement model to be integrated with service value, user satisfaction and user loyalty. The study contributes to the conceptualization of web-based library service quality.

Keywords

Acknowledgements

This study was funded by Universiti Malaya grant PO074-2014B.

Citation

Haruna, B., Kiran, K. and Tahira, M. (2017), "Modelling web-based library service quality and user loyalty in the context of a developing country", The Electronic Library, Vol. 35 No. 3, pp. 507-519. https://doi.org/10.1108/EL-10-2015-0211

Publisher

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Emerald Publishing Limited

Copyright © 2017, Emerald Publishing Limited