Professional commitment and library-users’ perceived service quality in university libraries: a survey in the Pakistani academic environment

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Sajjad Ullah Jan ◽  
Sajjad Ahmad
Keyword(s):  
Service Quality ◽  
Information Science ◽  
Science Research ◽  
Professional Commitment ◽  
Library Service ◽  
Cross Sectional ◽  
Continuance Commitment ◽  
Content Type ◽  
Perceived Service Quality ◽  
The Relationship

Purpose The purpose of this paper is to explore the possible result of librarians’ professional commitment on the delivery of quality library services. Thus, the aim is to investigate the relationship between professional commitment and library customers’ perceived service quality of the respective libraries. Design/methodology/approach This is a quantitative study which based on questionnaire survey. A cross-sectional design was adopted for this study in which data were collected from two different populations (i.e. professional librarians and their library customers) having a common facet that is library. Findings Overall, librarians were found committed on the professional commitment scale (PCS). The studied professional librarians showed higher commitment on the affective commitment dimension than that of continuance commitment of PCS. A positively significant relationship was appeared between professional commitment and library service quality. Originality/value No such cross-sectional study can be found that addressed the relationship between professional commitment and library service quality, particularly, in Pakistani library and information science research.

Retail atmospherics and retail store patronage of supermarkets in emerging economies: mediating role of perceived service quality

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Charles Dokcen ◽  
Vincent Obedgiu ◽  
Gideon Nkurunziza
Keyword(s):  
Service Quality ◽  
Emerging Economies ◽  
Retail Store ◽  
Content Type ◽  
Perceived Service Quality ◽  
Patronage Behavior ◽  
Store Patronage ◽  
Retail Atmospherics ◽  
The Relationship

PurposeThe purpose of the study is to establish the mediating role of Perceived Service Quality on the relationship between Retail Atmospherics and Retail Store Patronage of Supermarkets in Emerging Economies using empirical evidence from Uganda.Design/methodology/approachThe study used a cross-sectional research design and quantitative approach to understand stand the structured reality of Retail Store Patronage of supermarkets in context of emerging economies. In the context of this study, the data were drawn from Uganda's supermarkets. A sample of 1,504 customers were selected from 136,270 customers. Data was collected from supermarket customers using closed ended questionnaire. Descriptive and inferential statistics were derived to describe the behavior of customers and draw conclusions on population using sample statistics. Correlation analysis was used to establish the degree of association between the variables. Hierarchical regression was applied to assess the unique contribution of each variable; control variables-income and age, predictor variables – Retail Atmospherics and Perceived Service Quality on dependent variable – Retail Store Patronage. Mediation was done following the four-step procedures of mediation of Baron and Kenny (1986).FindingsThe results revealed significant positive relationship between Retail Atmospherics, Perceived Service Quality and Retail Store Patronage, confirming the direct hypotheses. Perceived Service Quality partially mediated the relationship between Retail Atmospherics and Retail Store Patronage. The findings depict that Retail Store Patronage is influenced directly by Retail Atmospherics and indirectly through Perceived Service Quality as a mediating variable. However, in situations where the atmospherics is good but perceived service quality is poor, Retail Store Patronage may not be fully realized.Originality/valueThe study provides information that is relevant for filling the practical and theoretical gap in the Retail Store Patronage in Ugandan supermarkets. Previous research studies investigated patronage behavior of shoppers in single retail units yet there is paucity of research on patronage behavior across different retail formats in the world. This study can be generalized and have strategic implications to developing economies that seek to grow and sustain their businesses. It points to the gaps that are normally overlooked and could lead business failure. The focus of most previous studies were on developed economies more especially Europe and America. This study in particular focused on the role of perceived service quality in the relationship between retail atmospherics and customer retail store patronage in emerging economies like Uganda as a testing ground.

scholarly journals The influences of cleanliness and employee attributes on perceived service quality in restaurants in a developing country

2017 ◽  
Vol 11 (4) ◽  
pp. 608-627 ◽  
Author(s):  
Ngan Truong ◽  
Tahir Nisar ◽  
Dan Knox ◽  
Guru Prabhakar
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Design Methodology ◽  
Content Type ◽  
Perceived Service Quality ◽  
Customer Perception ◽  
Behavioural Intentions ◽  
Key Dimensions ◽  
The Relationship

Purpose The purpose of this paper is to investigate the service quality of full-service restaurants in Vietnam to explore possible factors that may impact customer perception, which subsequently influences customer satisfaction and behavioural intentions. Based on the DINESERV model and service clues, the possible dimensions to construct customer perception were realised, and four key dimensions were suggested. Design/methodology/approach Data were collected from four urban local full-service restaurants in Vietnam, and factor analysis and SEM-PLS were then performed to uncover the relationship between customer perception, satisfaction and behavioural intentions. Findings The results suggest that customer perception significantly influences customer satisfaction and behavioural intentions, and customer satisfaction itself is also found to have influence on behavioural intentions. Originality/value This is an original piece of work which contributes to the exploration of service quality in developing countries and to the incorporation of cleanliness into analyses of restaurant service quality in particular.

Factors influencing the tourists’ intention to select sustainable tourism destination: a case study of Penang, Malaysia

2017 ◽  
Vol 3 (4) ◽  
pp. 442-465 ◽  
Author(s):  
Zurina Mohaidin ◽  
Koay Tze Wei ◽  
Mohsen Ali Murshid
Keyword(s):  
Service Quality ◽  
Word Of Mouth ◽  
Sustainable Tourism ◽  
Destination Image ◽  
Tourism Destination ◽  
Environmental Attitude ◽  
Tourist Destination ◽  
Content Type ◽  
Perceived Service Quality ◽  
The Relationship

Purpose The purpose of this paper is to examine the factors of environmental attitude, motivation, destination image, word-of-mouth, and perceived service quality to predict the tourists’ intention to select sustainable tourist destination. It also aims to investigate the moderating effect of knowledge on the relationship between environmental attitude and the tourists’ intention to select sustainable tourist destination. Design/methodology/approach Using survey design, 300 self-administrated questionnaires (both online/hard copy) were distributed to both local and international tourists at different tourism locations in Penang state in Malaysia. A total of 161 questionnaires were returned and analysed by using SPSS and smart PLS software. Findings The findings found that environmental attitude, motivation, and word-of-mouth significantly influenced the tourists’ intention to select sustainable tourism destination, while destination image and perceived service quality have not a significant influence in this study. Furthermore, this study proved that knowledge negatively moderates the positive effect of the environmental attitude on tourists’ intention to select sustainable tourism destination. Research limitations/implications The findings offer important managerial implications for managers of tourism destinations and decision makers in understanding what motivates influence tourists’ intention in selecting sustainable tourism destination. The research scope was limited to convenient sampling and one city (Penang). Thus, the results could not be generalised to all Malaysia or other countries. Originality/value This research contributes to extending knowledge in sustainable tourism destination in the context of emerging markets, especially Malaysia. Moreover, this study found a way to examine the relationship between the environmental attitude and tourists’ intention to select sustainable tourism destination.

Demands, challenges and solutions for Irandoc to improve and expand activities of academic and research libraries (ARLs)

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Reza Rajabali Beglou
Keyword(s):  
Design Methodology ◽  
Information Science ◽  
Science Research ◽  
Content Type ◽  
Research Libraries ◽  
Information Updating ◽  
Research Findings ◽  
Upper Level ◽  
Institutional Mapping ◽  
The Relationship

PurposeIranian Research Institute for Information Science and Technology (Irandoc) undertaken activities to improve and expand Academic and Research Libraries (ARLs). However, it is necessary to identify demands, challenges and solutions for Irandoc to improve and extend activities of these libraries.Design/methodology/approachIn this study, documents of Science & Technology Information System (STIS) commission analyzed in order to investigate the most important steps taken by Irandoc. The results of this part of research used to conduct interviews with administrators and experts in four groups including thirteen ARL managers, four middle and upper level managers at Irandoc, two deputies in Ministry of Science, Research and Technology (MSRT), and four experts in this field. Therefore, the present study was qualitative with content analysis approach. The credibility of the research findings promoted by a peer debriefing and member checking methods.FindingsThe results showed that strengthening of STIS commission, reinforced Irandoc's authoritative duties in MSRT, establishing a network of ARLs, promoting Irandoc's relationship with ARLs, institutional mapping among organizations in the field of libraries and information, updating of Irandoc's policies and statutes regarding ARLs, completing library statistics and information, standardizing, monitoring and evaluating ARLs, developing Continuous Professional Development (CPD) programs, and future study of ARLs were among the most important operational and executive strategies for improving and expanding ARLs' activities.Originality/valueOrganizational structure of the relationship among MSRT, Irandoc, ARLs and the types of services and resources ARLs provide in six levels, as well as conceptual model of Irandoc's position in this field presented.

The effect of service quality on behavioural intention: the mediating role of student satisfaction and switching barriers in private universities

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Peter Sin Howe Tan ◽  
Yuen Onn Choong ◽  
I-Chi Chen
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Private Higher Education ◽  
Content Type ◽  
Perceived Service Quality ◽  
Behavioural Intentions ◽  
Body Of Knowledge ◽  
Switching Barriers ◽  
Relationship Of ◽  
The Relationship

PurposeThe aim of this paper is to explore the relationship between perception of service quality, student satisfaction, switching barriers on behavioural intentions among private higher education institutions (HEIs) with self-accreditation status in Malaysia.Design/methodology/approachA total of 388 valid questionnaires were collected via a self-administered questionnaire from the undergraduate students of private HEIs with self-accreditation status in Malaysia. PLS-SEM has been employed for hypotheses testing.FindingsThe results show that student perceived service quality is positively influence student satisfaction and student behavioural intentions, particularly the positive word-of-mouth (WOM). The relationship of student perceived service quality and student behavioural intentions is fully mediated by student satisfaction. However, there is no mediating effect found for the switching barriers on the relationship between student satisfaction and behavioural intentions.Research limitations/implicationsThis study's findings are only generalizable to the private HEI with self-accreditation status in Malaysia. The paper contributes to the body of knowledge in the areas of service quality, satisfaction, switching barriers and behavioural intentions. These findings provide valuable insight to the private universities management and policymakers to improve existing policies and practices in order to formulate effective strategies to attract potential new students and retain the existing students through the delivery of high-quality services.Originality/valueThis study's findings have reconfirmed that the causal relationship of perceived service quality-satisfaction-behavioural intentions model. Switching barriers has treated as the mediator which received less attention in the context of private higher education sector. Thus, this study broadens the exiting body of knowledge and advances the understanding of how switching barriers play a crucial role by influencing students' behavioural intention, particular WOM.

Linkage between frontline employee service competence scale and customer perceptions of service quality

2015 ◽  
Vol 29 (3) ◽  
pp. 224-234 ◽  
Author(s):  
Yu-Chi Wu ◽  
Chin-Shih Tsai ◽  
Hsiao-Wen Hsiung ◽  
Kuan-Ying Chen
Keyword(s):  
Service Quality ◽  
Goodness Of Fit ◽  
High Reliability ◽  
Service Industries ◽  
Convenience Sample ◽  
Content Type ◽  
Perceived Service Quality ◽  
Customer Perceptions ◽  
Competence Scale ◽  
The Relationship

Purpose – The purpose of this paper is to develop an instrument to measure service competencies and explore the relationship between service competencies and service quality. Design/methodology/approach – Data were gathered from 207 frontline employees (FLEs). A confirmatory factor analysis was conducted to examine the goodness-of-fit of the FLE service competence scale. Further, the partial least squares technique was used to analyze the data gathered from 252 customers to clarify the relationship between service competencies and perceived service quality. Findings – The results indicate that the instrument demonstrated high reliability, stable dimensionality and predictable relationships with service quality within the nomological network of service competencies. Moreover, the results provide evidence for the position that FLE interpersonal competencies are positively associated with the service quality dimensions of reliability, responsiveness, assurance and empathy, and that FLE professional competencies are positively associated with reliability and assurance of service quality. Research limitations/implications – The study has limited generalizability given the convenience sample and the wide variety of service industries. Implications regarding which specific FLE service competencies FLEs should focus on to enhance specific customer perceptions of service quality are also discussed. Originality/value – The present paper contributes specifically to understanding how service competencies of FLEs can influence consumers’ perceived service quality, and developing an instrument to measure service competencies.

scholarly journals Understanding the intention to revisit a destination by expanding the theory of planned behaviour (TPB)

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ghazanfar Ali Abbasi ◽  
Janani Kumaravelu ◽  
Yen-Nee Goh ◽  
Karpal Singh Dara Singh
Keyword(s):  
Service Quality ◽  
Perceived Risk ◽  
Theory Of Planned Behaviour ◽  
Perceived Value ◽  
Destination Image ◽  
Cross Sectional ◽  
Planned Behaviour ◽  
Content Type ◽  
Perceived Service Quality ◽  
Revisit Intention

Purpose The purpose of this study is to unearth the factors that influence tourists’ revisit intention. The proposed model of the study is grounded on using the theory of planned behaviour (TPB) and extending it with additional variables, i.e. satisfaction, destination image, perceived risk, service quality and perceived value. Design/methodology/approach This study adopted a cross-sectional approach to collect data. The data were collected by conducting a field survey questionnaire on 330 respondents and were analysed using partial least squares version 3.2.9. Findings The results show that perceived behavioural control, perceived value, destination image and satisfaction significantly affect visitors’ revisit intention. The influence of perceived value, perceived service quality and destination image on satisfaction is also confirmed. On the other hand, satisfaction is found to be a significant mediator between perceived service quality, destination image and perceived value. Originality/value The extended TPB model that includes perceived service quality, perceived value, perceived risk and satisfaction provided a model with a theoretical basis to explain tourist revisit intentions to a tourist destination.

Will destination image drive the intention to revisit and recommend? Empirical evidence from golf tourism

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Tat-Huei Cham ◽  
Jun-Hwa Cheah ◽  
Hiram Ting ◽  
Mumtaz Ali Memon
Keyword(s):  
Service Quality ◽  
Perceived Value ◽  
Behavioural Intention ◽  
Destination Image ◽  
Related Factors ◽  
Content Type ◽  
Perceived Service Quality ◽  
The Impact ◽  
The Relationship

PurposeDespite being a popular topic in sports tourism research, limited studies have focused on golf tourism in relation to destination image. The present study aimed to examine the impact of country-related factors on the destination image among golf tourists as well as the interrelationships between perceived service quality, perceived value, satisfaction and behavioural intention in this context in the Malaysian context. Excitement was also examined as a moderator of the relationship between satisfaction and behavioural intention.Design/methodology/approachData was collected from 360 golf tourists using a self-administered questionnaire at the two largest airports (KLIA and KLIA2) in Malaysia. Data analysis was performed using the partial least squares structural equation modelling (PLS-SEM) technique.FindingsThe findings present the significance of country-related factors (i.e. accessibility, safety and security and golf course setting) in determining the image of Malaysia as a golf tourism destination. Destination image, in turn, is found to influence golf tourists' perceived service quality, perceived value and satisfaction; with both perceived service quality and perceived value acting as mediators between destination image and satisfaction. Moreover, the moderation assessment confirms that the level of excitement about golfing in Malaysia strengthens the relationship between their satisfaction and behavioural intention.Originality/valueThis study is one of the few that focuses on the consequential importance of destination image within the golf tourism setting. It highlights the mediating role of perceived service quality and perceived value as well as the moderating role of excitement in understanding the effect of destination image on satisfaction and behavioural intention of golf tourists.

Modeling the relationship between service quality, destination attachment and eWOM intention in heritage tourism

2020 ◽  
Vol 6 (4) ◽  
pp. 769-784
Author(s):  
Ashutosh Pandey ◽  
Rajendra Sahu
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Heritage Tourism ◽  
Significant Positive Effect ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Content Type ◽  
Research Findings ◽  
The Relationship ◽  
Positive Effect

Purpose This paper aims to empirically investigate the relationship between service quality (SQ) in heritage tourism, destination attachment (DA), and electronic word-of-mouth (eWOM) intention. Design/methodology/approach This study followed cross-sectional survey-based research design and surveyed 327 foreign tourists visiting the Golden Triangle, a heritage tourist circuit in India through mall interception method. The data were analysed using structural equation modelling. Findings The results reveal that heritage SQ has a significant positive effect on DA and eWOM intention and DA has a significant positive effect on eWOM intention. Originality/value The research findings make the theoretical and practical contribution in the domain, focussing explicitly on heritage tourism, in which such relation has not been studied yet, in sense of the foreign tourists.

Examining consumer affective goal pursuit in services

2019 ◽  
Vol 32 (6) ◽  
pp. 1177-1193
Author(s):  
Cheng Lu Wang ◽  
Ying Jiang
Keyword(s):  
Service Quality ◽  
Consumer Satisfaction ◽  
Service Providers ◽  
Goal Pursuit ◽  
Content Type ◽  
Perceived Service Quality ◽  
The Impact ◽  
The Relationship ◽  
Consumption Goals ◽  
Practical Implications

Purpose The purpose of this paper is to investigate how consumers’ affective goal pursuit influences the relationship between their affect and satisfaction in services. In particular, it examines when affect can directly influence satisfaction and when such an impact is mediated by perceived service quality. Design/methodology/approach This research explores consumers’ consumption goals in three different service contexts, i.e., a primarily pleasure-seeking hedonic service context, a primarily arousal-seeking hedonic service context and a utilitarian (non-affect-seeking) service context. Findings Results from two studies show that the primary affective consumption goal determines which specific affect can directly influence satisfaction. Other desirable non-primary affect influences satisfaction through the mediation of perceived service quality. Research limitations/implications This research focuses on the service contexts in which consumers’ primary consumption goals vary. Further research may focus on the priority and strength of a consumer’s various consumption goals in different services and study how the priority and strength of different consumption goals determine how affect influences quality and satisfaction. Practical implications The study provides several insights for service providers and retailers to recognize that consumers’ primary consumption goals may vary in different service contexts, for different consumers, and even at different usage situations. Accordingly, marketers need to develop different strategies for consumer with different goal pursuit in services. Originality/value While the literature has documented that consumer affect influences consumer satisfaction in general, it is unclear how different consumption goals influence the impact of affect on satisfaction. This research contributes to the consumer goal literature by demonstrating the importance of primary consumption goals in the post-consumption evaluation of services.

Sign in / Sign up

Export Citation Format

Share Document