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

Using SEM-PLS to assess users satisfaction of library service quality: evidence from Malaysia 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/approachData 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.FindingsThe 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 implicationsOverall, 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/valueThe study provides insight into the UKM University how to use LibQual+™ dimension to improve user’s satisfaction. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Library Management Emerald Publishing

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

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Publisher
Emerald Publishing
Copyright
© Emerald Publishing Limited
ISSN
0143-5124
DOI
10.1108/lm-03-2018-0023
Publisher site
See Article on Publisher Site

Abstract

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/approachData 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.FindingsThe 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 implicationsOverall, 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/valueThe study provides insight into the UKM University how to use LibQual+™ dimension to improve user’s satisfaction.

Journal

Library ManagementEmerald Publishing

Published: Mar 5, 2019

Keywords: Library; Service quality; Information control; Affect of service; Libqual; Users satisfaction

References