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Perceived Service Quality and User Satisfaction in Library Environment

Moses, Chinonye, Love and Olaleke, O and Akinbode, Mosunmola and Agboola, Mayowa G. and Olokundun, Ayodele Maxwell and Aka, D. (2016) Perceived Service Quality and User Satisfaction in Library Environment. Asian Journal oflnformation Technology, 15 (1). pp. 18-25. ISSN 1682-3915

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Abstract

This research is aimed at assessing the effect of library service quality on librarty usage and user satisfaction. This study focuses on assessing the effect of three dimensions of LibQuarTivi instnnnent (affect of service, information control, library as place) on library usage and user satisfaction. The data for this study was collected through self-administered questionnaire to nndergraduate students of a private nniversity. The data collected was tested for convergent/discriminant validity, reliability and the dimensions of the research construct were identified through a multi-step scale of exploratory and confirmatory factor analysis. Multiple regression was conducted to test the hypotheses raised in the study through the use of structural equation model and also to validate the research model. The findings indicate that library service quality has a significant positive effect on library usage and a direct significant effect on user satisfaction while a non-significant effect of library service quality was identified when the total effect was carried out on user satisfaction. This study also fmmd that library usage have a direct significant effect on user satisfaction and library service quality has significant positive effect on user satisfaction through library usage.

Item Type: Article
Uncontrolled Keywords: Library service experience, library service quality, affect of service, information control, library as place, library usage, user's, satisfaction
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Faculty of Law, Arts and Social Sciences > School of Social Sciences
Depositing User: Mrs Hannah Akinwumi
Date Deposited: 20 Jun 2017 12:55
Last Modified: 20 Jun 2017 12:55
URI: http://eprints.covenantuniversity.edu.ng/id/eprint/8398

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