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Social and Behavioral Sciences Commons™
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Full-Text Articles in Social and Behavioral Sciences
Expectations On Library Services, Library Quality (Libqual) Dimension And Library Customer Satisfaction: Relationship To Customer Loyalty, Arlyn Selga Cristobal
Expectations On Library Services, Library Quality (Libqual) Dimension And Library Customer Satisfaction: Relationship To Customer Loyalty, Arlyn Selga Cristobal
Library Philosophy and Practice (e-journal)
This study examined the library users’ minimum acceptable, desired, and actual observed service performance level of the University of Saint Louis (USL) College Library along the four service quality dimensions: access to information (AI), affect of service (AS), library as place (LP) and information control (IC). It also sought to determine the interrelationships of library service quality, satisfaction with library services, and loyalty to library and its services. This study utilized a questionnaire ased on (a) the LIbQUAL™ 2003 by the Academic and Research Libraries (ARL) and Texas A&M University Libraries; (b) satisfaction on library services; and (c) loyalty measures. …