THE MODERATING ROLE OF CUSTOMER INVOLVEMENT IN LIBRARY’S SERVICES IN THE RELATIONSHIP BETWEEN PERCEIVED VALUE AND SATISFACTION WITH THE CUSTOMER LOYALTY TO THE PUBLIC LIBRARIES (CASE STUDY: PUBLIC LIBRARIES IN THE WEST OF IRAN)

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KESHVARI MARYAM; GERAEI EHSAN

مرکز اطلاعات علمی Scientific Information Database (SID) - Trusted Source for Research and Academic Resources

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Journal: Library and Information Science Research Year:2015 | Volume:5 | Issue:1 Page(s): 221-234

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Title

THE MODERATING ROLE OF CUSTOMER INVOLVEMENT IN LIBRARY’S SERVICES IN THE RELATIONSHIP BETWEEN PERCEIVED VALUE AND SATISFACTION WITH THE CUSTOMER LOYALTY TO THE PUBLIC LIBRARIES (CASE STUDY: PUBLIC LIBRARIES IN THE WEST OF IRAN)

Author(s)

KESHVARI MARYAM | GERAEI EHSAN | Issue Writer Certificate

Keywords

CUSTOMER LOYALTYQ2

PUBLIC LIBRARYQ2

CUSTOMER INVOLVEMENT IN SERVICESQ2

WEST OF IRANQ2

Abstract

Purpose: This study examined the moderating role of the customer involvement in the service provided by the library and the relationship between the perceived value and the customer satisfaction with the CUSTOMER LOYALTY to the public libraries in the WEST OF IRAN. The study population comprised of all the members of the public libraries in the WEST OF IRAN.Methodology: The final analysis was performed on the 467 returned questionnaires. The data were collected using SPSS 19 software. The data were analyzed using Pearson correlation coefficients and hierarchical regression.Findings: The findings of this study indicated the customer involvement with the libraries’ services, in both high and low levels. There was a relationship between the perceived value and the CUSTOMER LOYALTY (p<0.05). Besides, the hierarchical regression results showed that 46% of the variation of the CUSTOMER LOYALTY accounts for the moderation perceived value with the customers’ involvement. The customer involvement with the library services as well as the relationship between satisfaction and loyalty has no moderating effect.

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APA: Copy

KESHVARI, MARYAM, & GERAEI, EHSAN. (2015). THE MODERATING ROLE OF CUSTOMER INVOLVEMENT IN LIBRARY’S SERVICES IN THE RELATIONSHIP BETWEEN PERCEIVED VALUE AND SATISFACTION WITH THE CUSTOMER LOYALTY TO THE PUBLIC LIBRARIES (CASE STUDY: PUBLIC LIBRARIES IN THE WEST OF IRAN). LIBRARY AND INFORMATION RESEARCH JOURNAL (STUDIES IN EDUCATION & PSYCHOLOGY ), 5(1), 221-234. SID. https://sid.ir/paper/205089/en

Vancouver: Copy

KESHVARI MARYAM, GERAEI EHSAN. THE MODERATING ROLE OF CUSTOMER INVOLVEMENT IN LIBRARY’S SERVICES IN THE RELATIONSHIP BETWEEN PERCEIVED VALUE AND SATISFACTION WITH THE CUSTOMER LOYALTY TO THE PUBLIC LIBRARIES (CASE STUDY: PUBLIC LIBRARIES IN THE WEST OF IRAN). LIBRARY AND INFORMATION RESEARCH JOURNAL (STUDIES IN EDUCATION & PSYCHOLOGY )[Internet]. 2015;5(1):221-234. Available from: https://sid.ir/paper/205089/en

IEEE: Copy

MARYAM KESHVARI, and EHSAN GERAEI, “THE MODERATING ROLE OF CUSTOMER INVOLVEMENT IN LIBRARY’S SERVICES IN THE RELATIONSHIP BETWEEN PERCEIVED VALUE AND SATISFACTION WITH THE CUSTOMER LOYALTY TO THE PUBLIC LIBRARIES (CASE STUDY: PUBLIC LIBRARIES IN THE WEST OF IRAN),” LIBRARY AND INFORMATION RESEARCH JOURNAL (STUDIES IN EDUCATION & PSYCHOLOGY ), vol. 5, no. 1, pp. 221–234, 2015, [Online]. Available: https://sid.ir/paper/205089/en

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