Using SEM-PLS to assess users satisfaction of library service quality: evidence from Malaysia

Sahar Hosseinikhah Choshaly · Marva Mirabolghasemi

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Library Science and Information Literacy Customer Service Quality and Loyalty Web and Library Services

Abstract

Purpose 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). Design/methodology/approach 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. Findings 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. Practical implications 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. Originality/value The study provides insight into the UKM University how to use LibQual+™ dimension to improve user’s satisfaction.

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research 1998The partial least squares approach for structural equation modeling.2014Partial least squares structural equation modeling (PLS-SEM)2009How to Write Up and Report PLS Analyses 1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research 2009The use of partial least squares path modeling in international marketing 2001Users' Perceptions of Library Service Quality: A LibQUAL+ Qualitative Study.2004Usage of academic libraries: the role of service quality, resources, and user characteristics

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2019Using the HOT-fit model to predict the determinants of E-learning readiness in higher education: a developing Country’s perspective 2020Achieving university libraries user loyalty through user satisfaction: the role of service quality 2020Effects of service quality on satisfaction in Eastern University Library, Bangladesh 2022Impact of service quality on user satisfaction in public university libraries of Bangladesh using structural equation modeling

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