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Influence of satisfaction and loyalty on Net Promoter Score (NPS) in academic libraries in Indonesia

Dyah Puspitasari Srirahayu (Library Studies, Universitas Airlangga, Surabaya, Indonesia)
Esti Putri Anugrah (Library Diploma, Universitas Airlangga, Surabaya, Indonesia)
Khoirotun Layyinah (Library Diploma, Universitas Airlangga, Surabaya, Indonesia)

Library Management

ISSN: 0143-5124

Article publication date: 9 February 2021

Issue publication date: 22 July 2021

Abstract

Purpose

This study aims to determine the NPS score of state academic libraries users in Indonesia, the relationship between user loyalty and NPS scores and the relationship between user satisfaction with NPS.

Design/methodology/approach

The method used in this research is quantitative explanatory method, which surveyed the relationship between satisfaction, loyalty and NPS variables based on the development of previous studies and existing theories. The population in this study were students visiting the state university library in Surabaya, Indonesia, namely Library A, Library B, Library C and Library D. The total number of samples taken was 200 divided equally to each of the universities, with 50 respondents respectively. Data collection was done with a questionnaire.

Findings

The Result shows that NPS value for academic library in Indonesia was 8. (1) The probability value of satisfaction with NPS is 0.18 (greater than 0.01) so H1 is rejected, meaning that satisfaction has no significant effect on NPS, (2) The probability value of satisfaction with loyalty is < 0.01 so that H0 is accepted. This means that satisfaction has a significant effect on loyalty and (3) The probability value of loyalty to NPS is < 0.01 so that H0 is accepted. This indicates that loyalty has a significant effect on NPS.

Research limitations/implications

To get user satisfaction, libraries need to improve facilities and services in accordance with the characteristics and needs of users, so that user expectations will be met and achieve satisfaction. When user satisfaction has been fulfilled, user loyalty to library products will be formed, so the NPS score will increase which is manifested by users recommending the library to others. This research has limitations, namely that the object of research is only in public higher education centers, so for generalization it is necessary to add research objects such as private college libraries, public libraries or school libraries.

Originality/value

Research on loyalty by using NPS has not been done much especially in Indonesia. This study also examines the relationship between satisfaction and loyalty on NPS scores.

Keywords

Citation

Srirahayu, D.P., Anugrah, E.P. and Layyinah, K. (2021), "Influence of satisfaction and loyalty on Net Promoter Score (NPS) in academic libraries in Indonesia", Library Management, Vol. 42 No. 6/7, pp. 325-339. https://doi.org/10.1108/LM-06-2020-0090

Publisher

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Emerald Publishing Limited

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