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One of the organization's main goals is to maintain their customers' loyalty, as this can give them a competitive advantage. Therefore, this study is intended to look into the impact of library service quality using LibQUAL + TM dimensions (library service effect, personal control and library as a place), library image and trust on users’ loyalty with the mediating effect of perceived service value and satisfaction.

Data for hypotheses testing were gathered from Minhaj University Lahore (MUL), a private sector university's staff, administration and students, using a survey questionnaire. About 500 questionnaires were randomly distributed, and 407 were utilized as the final sample for analysis. Structural equation modelling (SEM), using SmartPLS 4 and SPSS 25, were used to analyze the empirical data.

First, research reveals that library image, users’ trust, library service effect and personal control significantly influence user satisfaction. Second, the library as a place and personal control are not a significant indicator of perceived service value. Third, perceived service value and satisfaction have a direct positive relationship with users' loyalty. Fourth, trust and library service effect is indirectly related to loyalty via perceived service value. Fifth, satisfaction does not mediate the relationship between library as a place and loyalty.

Customer satisfaction must be guaranteed by library administration if it hopes to win users’ loyalty. In light of the fact that a variety of factors can affect customer satisfaction, their perception and loyalty, library management should enhance not just the quality of library services along with other factors such as library image and users’ trust.

The study examined the independent impact of library image and users’ trust on satisfaction, perceived service value and users’ loyalty, which, within the framework of the library, has never been addressed in literature.

The study aims to appraise the impact of service quality dimensions on user satisfaction in Bangladeshi public university libraries using structural equation modeling (SEM).

This study developed an SEM method based on SERVQUAL, LibQUAL+ and SERVPERF instruments, including 30 items under five service quality dimensions and eight satisfaction items with the 7-point Likert scale to appraise the impact of library service quality dimensions on user satisfaction. For this purpose, a survey was carried out among 437 students, 52 MPhil/PhD researchers and 32 teachers of the nine selected public university libraries of Bangladesh through a structured questionnaire. The SEM approach included path analysis, confirmatory and exploratory factor analysis, as well as construct reliability and validity where user satisfaction was used as the dependent variable, and five service quality dimensions were applied as independent variables.

This model was identified as significant and clarified 58% of the total variation in user satisfaction. The study findings indicated that resources of the libraries, staff competence, demeanor approach and tangible facilities of the public university libraries have a significant impact on user satisfaction.

An initiative has been taken for the first time to ascertain the impact of library service quality on user satisfaction applying the SEM approach in Bangladesh. Moreover, it creates an avenue to prompt future studies on the structural relationship between user satisfaction and service quality dimensions in academic libraries globally.

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.

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.

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.

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.

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.

The primary objective of the present study was to design and develop a model to identify the antecedents and consequences of user satisfaction with digital libraries.

The theoretical framework of this study was based on information system success theory, technology acceptance model (TAM), media affinity theory, satisfaction-loyalty theory and engagement theory. In so doing, eight hypothesized relationships were formulated to develop the conceptual model. The study approach was quantitative. Using simple random sampling technique, a total of 409 Iranian students participated in the study and responded to the survey. Descriptive and inferential data analysis was also performed using SPSS and SmartPLS3 software.

The results showed that the generic usability of digital library and the quality of digital resources could be used as a functional theoretical framework to predict and understand the factors contributing to user satisfaction in the domain of digital library. Increasing user satisfaction with digital library may have implications including recommending the digital library to others, the digital library reusing as well as the digital library engaging and integrating with them. It should be noted that system quality, service quality, and information quality are important factors in the formation of perceived usefulness, perceived ease of use, and digital libraries' affinity.

This study is the first attempt to empirically evaluate the antecedents and consequences of the user satisfaction with digital library presenting a new model. The model presented in this study can be used in future research as well. Also, this study has eloquently expanded the theories of user satisfaction with digital libraries.

This study aims to propose a new model by incorporating information system success model (ISSM) into technology acceptance model (TAM) with an “attitude toward using” as the connection variable. The new model is then adopted to analyse and investigate empirical data and develop relevant factors, which affect the personal usage behaviour and net benefits for National Central Library in Taiwan to enhance digital library services. The research results can benefit future establishment and design of library information system or improvement of website service procedures.

This study selected National Central Library Taiwan Digital Meta-Library as the research theme, and used stratified convenience sampling to perform interviews in various colleges and universities in the southern Taiwan. A total of 264 valid questionnaires were returned, and this study used structural equation modelling (SEM) to perform analyses.

The results reveal that attitude toward using is significantly and positively affected by perceived usefulness, perceived ease of use and user satisfaction. However, service quality of information system and personal net benefits do not have a significant and positive effect on attitude toward using, while they have an indirect and significant effect on attitude toward using through user satisfaction. Based on the results above, “user satisfaction” is the critical factor affecting the attitude toward using. Therefore, to strengthen users’ positive attitude toward using, the factor of user satisfaction is a key for enhancing digital library service.

This study constructed the “New Technology Information Assessment Model” as the reference for improving practical assessment. Moreover, this study also proposed the suggestions concerning digital library information services.

This study surveyed users and librarians who have been transforming libraries into a complex cultural space by reflecting the trends of the times, investigated and analyzed various status of complex cultural spaces, including perceptional differences among different groups and made an attempt to present a direction for the diversification of library's role.

This study analyzes the difference between the level of importance and the level of satisfaction for the operational style and use of complex cultural spaces, current status and use of programs and services of libraries as well as the perceptual difference between librarians and users. In order to do so, opinions were collected from librarians who operate complex cultural spaces and users who use the spaces.

First, the study compared to see if there is a difference between the preferred complex cultural space of libraries and the type of complex cultural space actually provided by libraries. Libraries do not only have data spaces but also made education space, performance space, exhibition space, rest space, community space and experience space available for users. Users were found to more frequently use exhibition space, performance space, rest space and education space among other spaces whereas the utilization rate of community space and experience space was identified to be significantly low. Second, this study also compared to see if there is a difference between users' preference for the type of programs operated by library's complex cultural spaces and the actual programs offered. The comparison of perceived differences between librarians who are the operators of the programs and users who participate in the programs is to compare and improve the consistency of supply and demand. As a result, it was found that the supply and demand for educational programs were most consistent, which would lead to higher participation rate and enhanced operational performance and satisfaction with libraries. Lastly, investigations were carried out to see whether there is a difference in the levels of importance and satisfaction for the operation of complex cultural spaces and perceptional difference between libraries and users. Comprehensively analyzing the results, in the first quadrant of “Keep the Good Work,” librarians showed a higher level of perception compared to users. In particular, librarians were found to have a different perception towards programs (contents) compared to users. Based on such results, a systematic program must be considered when planning for library programs in order to increase uses' satisfaction. In addition, in the second quadrant of “Concentrate Here,” with a high importance and low satisfaction, users showed a high level of importance for programs (contents) whereas libraries identified accessibility as a more important factor, indicating a big perceptional difference between users and librarians.

This study examines the differences between the opinions of operators who create complex cultural spaces and operate programs in the spaces and the opinions of users who participate in the spaces and programs, and it was found that no other studies in Korea and overseas have done the same yet. In addition, it carries a significant meaning in that it does not only investigate the perceptions towards importance and satisfaction, but also suggests improvement directions based on the perceptional differences between users and librarians. In other words, librarians who implement policies at actual sites seem to be able to reflect the results of this study and decide the operation direction of the library.

Users also participate in various services and programs that library's complex cultural spaces offer and enjoy their cultural life. It carries a significant meaning in that the study evaluates the importance-satisfaction of factors affecting the use of complex cultural spaces of libraries by examining perceptions of those users who actually have the experience of using library's complex cultural spaces when the number of libraries attempting to transform into a multicultural space increases. The study made an attempt to enrich the knowledge and understanding of users' visit/use of libraries, suggest improvement directions and factors to focus. Continuous efforts and additional studies must be made in order to vitalize library's complex cultural spaces and secure the position of a cultural facility as well as a communication space located at the heart of regional society.

This study aims to examine the factors influencing undergraduates' intention to use university digital libraries by integrating the information system success model and affinity theory.

Based on the 265 valid responses gathered through a survey, the structural equation modelling (SEM) technique was employed to test the research model and hypotheses.

The results indicated that system quality and digital libraries (DLs)' affinity significantly affect undergraduates' user satisfaction. However, information quality and service quality does not. User satisfaction has significant impact on undergraduates' intention to use university digital libraries.

Librarians and service providers should focus on enhancing the system quality of digital library and DLs' affinity, to improve the undergraduates' user satisfaction, further motivating undergraduates to use university digital libraries.

The information system success model is enriched by affinity as an additional construct.

The purpose of this paper is to examine the impact of Libqual+™ dimension (affect of services, information control and Library as a place) on user satisfaction at Universiti Kebangsaan Malaysia (UKM).

Data were collected using a sample of 100 students and it was analyzed using SPSS and SmartPLS. The measurement model was analyzed using composite reliability, convergent and discriminate validity while the structural model was used to predict the relationships between variables.

The results indicated that services, information control and library as a place have a significant and positive impact on the overall satisfaction of library users, with affect of services being the most important predictor of library user satisfaction.

Overall, users are satisfied with the services provided by the UKM library. Results from this study will help librarians to make better decisions in providing effective services and fulfilling the library’s vision and mission.

The study provides insight into the UKM University how to use LibQual+™ dimension to improve user’s satisfaction.

Libraries constitute a highly developing area as they always enrich their offered services in order to satisfy users' expectations. One of the most important factors in customization strategies and improvement of individual services must be user preferences. However, customization requires an in‐depth analysis of user preferences and an evaluation of future behavior. The main objective of this paper is to present a framework for analyzing changes of user preferences in a library.

The paper presents detailed results of two independent user satisfaction surveys conducted in an interval of five years in the Library of the Technical University of Crete and analyzes them using a proposed framework. However, the framework can be applied in every modern library. The analyses are based on non‐parametric statistical techniques and a multicriteria satisfaction analysis method, which is a multicriteria preference disaggregation approach.

Overall, user judgments for both surveys show that 50‐70 percent of users are “very satisfied” or “satisfied”. The percentage of “satisfied” users increased from 2005 to 2010 (almost 18 percent) and “very satisfied” remained almost the same.

Results are mainly focused on the evaluation of potential trends of user preferences. Furthermore, results of a benchmarking analysis are also presented, based on the evolution of satisfaction levels for the quality characteristics of the offered services.

The goal of the presented study and proposed framework and methodology is to help library decision makers track changes to user preferences and improve the provided services according to those preferences.

This study aims to discover the factors which influence user satisfaction levels and their continuous use intention (CUI) of academic library social media, and then considers how to promote and improve further work on library social media to reduce user churn and increase user satisfaction.

An updated DeLone and McLean information systems success (D&M ISS) model and the expectation confirmation model for information systems continuance (ECM-ISC) with new variables of emotions are used to examine the factors which influence user satisfaction levels and CUI of academic library social media through 445 questionnaires. Partial least squares structural equation modelling was used to analyse the data and presented in tables.

The results show that information quality, system quality and emotions affect user satisfaction and CUI, and reveal that emotions can affect that most obviously.

The WeChat public platform is mainly used in China, so the study only focuses on Chinese academic libraries. There are still limitations on the settings of observed variables which cannot cover all the causes of users’ positive and negative emotions. In addition, although the respondents of this questionnaire can represent academic library users, 445 samples are still fairly low in contrast to the great number of academic library WeChat public platform users.

This study integrates ECM-ISC and D&M ISS models, adds positive and negative emotions as new variables, to broaden the application scope of these models, and demonstrates the applicability of these two models in the fields of researching academic library social media, expanding and deepening related theories above. This also provides practical reference for academic libraries on how to improve user satisfaction and CUI of academic library social media and academic library WeChat public platforms, promoting the development of academic library social media.