Libraries at University of Nebraska-Lincoln


Date of this Version

Spring 3-17-2021


Higher academic institutions are now focusing on capturing the behaviors of the postgraduate students towards digital libraries. It depends on the conditions of assessing the psychological needs of both parties in which service-provider provides services to recipient and recipient reciprocate service-provider in turn to their services. Drawing from service-encounter needs theory (SENT), this study measures the service quality of the digital library of the Pakistan higher education commission (HEC) and student behaviors using the digital library. Interestingly, this study tests the service quality of the HEC digital library in the sight of postgraduate students of the public and private Universities in Punjab, Pakistan. By collecting data from 403 postgraduate students, the study uses a convenient sampling approach using designed survey questionnaires. Out of 403, 305 survey questionnaires were valid and reliable so, the response rate was 75.68%. By testing the 2nd order measurement model, the study supported the direct significant and positive impact of service quality on student satisfaction. Interestingly, satisfaction is a psychological indicator of enhancing loyalty behaviors (Zhang and Bloemer, 2008). Furthermore, this study supported the mediating role of student satisfaction between service quality and student loyalty behaviors: intention to revisit (IRT), words of mouth (WOM), and willingness to pay more (WPM) and to extend the literature of loyalty behaviors. The results showed that there was a partially significant mediating relationship between overall service quality and among RPI, WOM, and WPM. Interestingly, student satisfaction had the highest mediating link between service quality and WOM. This research guides and recommends higher education commission (HEC) provide the database structure and equipment for searching research articles and books to the postgraduate students so, that they can easily achieve literature studies on the same subject. Moreover, the research provides the research limitations and future directions.

Biography.docx (11 kB)