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Antecedents of customer loyalty: Does service quality suffice?

This study reports on an investigation of the antecedents of customer loyalty in an academic library setting. A structural model is presented to test the relationships between web-based library service quality, service value, customer satisfaction and customer loyalty based on theoretical underpinni...

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Main Authors: Kaur, K., Diljit, S.
Format: Article
Published: 2011
Subjects:
T Technology (General)
Online Access:http://eprints.um.edu.my/6996/
http://majlis.fsktm.um.edu.my/document.aspx?FileName=1056.pdf
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id my.um.eprints.6996
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spelling my.um.eprints.69962013-07-10T00:56:30Z http://eprints.um.edu.my/6996/ Antecedents of customer loyalty: Does service quality suffice? Kaur, K. Diljit, S. T Technology (General) This study reports on an investigation of the antecedents of customer loyalty in an academic library setting. A structural model is presented to test the relationships between web-based library service quality, service value, customer satisfaction and customer loyalty based on theoretical underpinnings in the literature on service quality and customer loyalty. The study provides empirical data on library users' behavioral intentions, which helps understand the nature of customers' loyalty towards web-based library services. Participants included postgraduates and academic staff from four research intensive universities in Malaysia. Structural equation modeling was carried out to test the modeled relationships between the four construct in this study. This study provides insights into the antecedents of customer satisfaction and customer loyalty as findings revealed that service quality and service value have a direct effect on customer satisfaction, which then directly impacts customer loyalty. 2011 Article PeerReviewed Kaur, K. and Diljit, S. (2011) Antecedents of customer loyalty: Does service quality suffice? Malaysian Journal of Library & Information Science, 16 (2). ISSN 1394-6234 http://majlis.fsktm.um.edu.my/document.aspx?FileName=1056.pdf
institution Universiti Malaya
building UM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Malaya
content_source UM Research Repository
url_provider http://eprints.um.edu.my/
topic T Technology (General)
spellingShingle T Technology (General)
Kaur, K.
Diljit, S.
Antecedents of customer loyalty: Does service quality suffice?
description This study reports on an investigation of the antecedents of customer loyalty in an academic library setting. A structural model is presented to test the relationships between web-based library service quality, service value, customer satisfaction and customer loyalty based on theoretical underpinnings in the literature on service quality and customer loyalty. The study provides empirical data on library users' behavioral intentions, which helps understand the nature of customers' loyalty towards web-based library services. Participants included postgraduates and academic staff from four research intensive universities in Malaysia. Structural equation modeling was carried out to test the modeled relationships between the four construct in this study. This study provides insights into the antecedents of customer satisfaction and customer loyalty as findings revealed that service quality and service value have a direct effect on customer satisfaction, which then directly impacts customer loyalty.
format Article
author Kaur, K.
Diljit, S.
author_facet Kaur, K.
Diljit, S.
author_sort Kaur, K.
title Antecedents of customer loyalty: Does service quality suffice?
title_short Antecedents of customer loyalty: Does service quality suffice?
title_full Antecedents of customer loyalty: Does service quality suffice?
title_fullStr Antecedents of customer loyalty: Does service quality suffice?
title_full_unstemmed Antecedents of customer loyalty: Does service quality suffice?
title_sort antecedents of customer loyalty: does service quality suffice?
publishDate 2011
url http://eprints.um.edu.my/6996/
http://majlis.fsktm.um.edu.my/document.aspx?FileName=1056.pdf
_version_ 1643687937877999616
score 13.211869

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