Perceived service quality, perceived value and recommendation

Abstract

Purpose The purpose of the present study is to propose a conceptual model and empirically test the relationships between perceived service quality, perceived value, and recommendation in the public library setting. Design/methodology/approach The LibQUAL+TM 2004 instrument was administered to 439 Canadian public library users. Findings The results show that affect of service, library as place, and information control significantly explain perceived value. There is a strong relationship between perceived service value and recommendation. The results also support the validity of the LibQUAL+TM measure used in this study and its relevance in the public library service context. Research limitations/implications Future research can focus on comparing the proposed relationships across different types of libraries. Another direction of research for future research is the study of these relationships in different cultural settings. Originality/value The paper provides valuable results concerning the determinants of the perceived value of library services from the users' perspective.

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