Analyzing the Effect of Delighting Services on the Loyalty of Public Library Users: A Case Study

Authors

Ali Biranvand, Assistant Professor, Department of Knowledge and Information Science, Payame Noor University, Iran.Follow
Saeed Ghaffari, Associate Professor, Department of Knowledge and Information Science, Payame Noor University, Iran.Follow
Seyed Jamal Haghirosadat, PHD students. Department of Knowledge and Information Science, Payame Noor University, Iran.Follow

Abstract

Purpose: This study seeks to investigate the effect of delighting services on the loyalty of public library users.

Methodology: This is a survey study and its statistical population consists of the users of public libraries in Mashhad. The integrated model is used in this study and the structural equations related to the indicators in the research model are investigated. The goodness of research model fitting suggests the special place of the delighting service and its effect on the components of trust, commitment, satisfaction, and loyalty of users.

Findings: Furthermore, the finding's show that the delighting services affect commitment, satisfaction and, consequently, the loyalty of user. If library services are delighting, then the trust of users will be gained and the users will feel committed to the library; therefore, their satisfaction will ultimately result in their loyalty to the library.