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Developing a model for prodicting customer satisfaction in relation to service quality in University libraries in Sri Lanka

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dc.contributor.advisor Ngulube, Patrick
dc.contributor.advisor Minishi-Manjanja, Mabel K. (Prof.) Jayasundara, Chaminda Chiran 2010-03-19T13:41:19Z 2010-03-19T13:41:19Z 2009-11
dc.identifier.citation Jayasundara, Chaminda Chiran (2009) Developing a model for prodicting customer satisfaction in relation to service quality in University libraries in Sri Lanka, University of South Africa, Pretoria, <> en
dc.description.abstract Customer satisfaction, from the service quality perspective, has emerged as a new modus operandi for assessing customers’ perceptions and/or expectations of services in order to re-orient and regulate existing services. University library administrators in Sri Lanka, realising the necessity of complying with customer perception of high quality service, have begun to search for alternative ways to satisfy their clientele on the basis of service quality. This study therefore aims to meet this need by developing a model to assess the extent to which service quality indicators and other explanatory attributes may be used to predict customer satisfaction, from a service quality perspective. The research process used in the study was the “onion model,” which involved a combination of positivist and phenomenological inquiries that led to the use of qualitative and quantitative approaches in line with the purpose of the study, which was exploratory in nature and searched for causality. The design of the study involved two main stages: the exploratory stage and the main stage. In the exploratory stage, attributes and domain identification of service quality was carried out with a sample of 262 subjects. Based upon the exploratory study, four provisional models were constructed and tested in the main study, using a sample of 1840 subjects. The model based on the performance-only paradigm and the linearity assumption between the constructs was found to be the best parsimony model that provided for enhanced predictive performance, calibration and potential insight into attributes and domain relevance. Regarding overall satisfaction, responsiveness, supportiveness, building environment, collection and access, furniture and facilities, technology and service delivery as quality domains, involvement with the service, and knowledge of the customers as situational attributes and age, member category, university and gender as socio-demographic attributes were found to be significant. The final model may be used to design a simple measurement or monitoring process of library performance, and it may also be a useful tool for diagnosing service quality locally. This research further provides a keystone for other studies and may also stimulate the momentum of current research on service quality and/or customer satisfaction en
dc.format.extent 1 online resource (xxi, 441 leaves)
dc.language.iso en en
dc.subject Service quality en
dc.subject Customer satisfaction en
dc.subject Customer perceptions en
dc.subject Service marketing en
dc.subject Relationship marketing en
dc.subject Information marketing en
dc.subject Customer needs en
dc.subject Customer desires en
dc.subject Disconfirmation en
dc.subject Performance-only en
dc.subject Expectancy disconfirmation en
dc.subject User satisfaction en
dc.subject University libraries en
dc.subject Sri Lanka en
dc.subject.ddc 027.7095493
dc.subject.lcsh Academic libraries -- Sri Lanka
dc.subject.lcsh Libraries -- User satisfaction
dc.title Developing a model for prodicting customer satisfaction in relation to service quality in University libraries in Sri Lanka en
dc.type Thesis en
dc.description.department Information Science D. Litt. et Phil. (Information Science)

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