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Perceived service quality, perceived value and recommendation A study among Canadian public library users

Perceived service quality, perceived value and recommendation A study among Canadian public... 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. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Library Management Emerald Publishing

Perceived service quality, perceived value and recommendation A study among Canadian public library users

Library Management , Volume 29 (4/5): 15 – May 30, 2008

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References (47)

Publisher
Emerald Publishing
Copyright
Copyright © 2008 Emerald Group Publishing Limited. All rights reserved.
ISSN
0143-5124
DOI
10.1108/01435120810869129
Publisher site
See Article on Publisher Site

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.

Journal

Library ManagementEmerald Publishing

Published: May 30, 2008

Keywords: Customer services quality; Public libraries; Perception; Canada

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