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Toward the e-loyalty of digital library users: investigating the role of e-service quality and e-trust in digital economy

Muhammad Khalid Anser (School of Public Administration, Xi'an University of Architecture and Technology, Xi'an, China)
Mosab I. Tabash (College of Business, Al Ain University, Al Ain, United Arab Emirates)
Abdelmohsen A. Nassani (Department of Management, College of Business Administration, King Saud University, Riyadh, Saudi Arabia)
Abdullah Mohammed Aldakhil (Department of Management, College of Business Administration, King Saud University, Riyadh, Saudi Arabia)
Zahid Yousaf (Higher Education Department, KP, Government College of Management Sciences, Mansehra, Pakistan)

Library Hi Tech

ISSN: 0737-8831

Article publication date: 15 June 2021

626

Abstract

Purpose

This study aims to investigate the role of e-service quality and e-trust for achieving e-loyalty among digital library users in the digital economy. The current study examined the mediation effect of e-trust in the connection between e-service quality and e-loyalty.

Design/methodology/approach

Cross-sectional design was applied for the purpose of data collection and empirical findings of the study. Survey method was used for the purpose of data collection from 783 online digital libraries users.

Findings

Results reveal that e-service quality positively predicts e-trust in digital economy. Moreover, in digital economy e-trust predicts the e-loyalty. The findings also reveal that e-trust mediates the relationship between e-service quality and e-loyalty links.

Originality/value

The finding of study suggested that individual level e-trust have a strong effect on e-loyalty in digital economy. Individual level aspects in term of e-service quality have a direct effect on e-trust to improve their e-loyalty. The finding indicated that digital libraries users in future will be more loyal toward e-service quality providers. The results are useful for the management of digital libraries and academia for future. This is the first study that includes e-service quality, e-trust and e-loyalty in the context of digital economy.

Keywords

Acknowledgements

The authors would like to extend their sincere appreciation to the Deanship of Scientific Research at King Saud University for funding this research group no. (1436-037).

Citation

Anser, M.K., Tabash, M.I., Nassani, A.A., Aldakhil, A.M. and Yousaf, Z. (2021), "Toward the e-loyalty of digital library users: investigating the role of e-service quality and e-trust in digital economy", Library Hi Tech, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/LHT-07-2020-0165

Publisher

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Emerald Publishing Limited

Copyright © 2021, Emerald Publishing Limited

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