{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,7,5]],"date-time":"2026-07-05T21:54:44Z","timestamp":1783288484806,"version":"3.54.6"},"reference-count":54,"publisher":"Emerald","issue":"3","license":[{"start":{"date-parts":[[2017,6,5]],"date-time":"2017-06-05T00:00:00Z","timestamp":1496620800000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["EL"],"published-print":{"date-parts":[[2017,6,5]]},"abstract":"<jats:sec><jats:title content-type=\"abstract-subheading\">Purpose<\/jats:title><jats:p>This study aims to empirically validate the LibWebSQ measurement scale. In addition, it investigates the relationship between perceived web-based service quality and three other latent constructs, namely, user satisfaction, service value and user loyalty.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Design\/methodology\/approach<\/jats:title><jats:p>A quantitative survey design was used to collect the data. Structural equation modeling was used to determine the influence of web-based service quality on the three latent constructs. The respondents were students, academic staff and non-academic staff from two federal universities in the North-western zone of Nigeria.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Findings<\/jats:title><jats:p>The findings of the path analysis indicate that perceived web-based service quality and service value exhibit no statistically significant direct influence on user loyalty. However, user satisfaction has a direct positive influence on user loyalty, and it also mediates the relationship between web-based service quality and user loyalty to the library.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Research limitations\/implications<\/jats:title><jats:p>The LibWebSQ is a reliable and valid scale to be used in Nigerian university libraries for web-based service quality measurement. User loyalty in academic libraries can be modelled as a result of service quality and user satisfaction<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Practical implications<\/jats:title><jats:p>This study provides a means of assessing web-based library service quality and further improving the policy and practice in university libraries.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Originality value<\/jats:title><jats:p>This is the first attempt to assess web-based library service quality using the LibWebSQ measurement scale. A satisfactory model fit is obtained, which allows the measurement model to be integrated with service value, user satisfaction and user loyalty. The study contributes to the conceptualization of web-based library service quality.<\/jats:p><\/jats:sec>","DOI":"10.1108\/el-10-2015-0211","type":"journal-article","created":{"date-parts":[[2017,5,5]],"date-time":"2017-05-05T09:44:16Z","timestamp":1493977456000},"page":"507-519","source":"Crossref","is-referenced-by-count":20,"title":["Modelling web-based library service quality and user loyalty in the context of a developing country"],"prefix":"10.1108","volume":"35","author":[{"given":"Bala","family":"Haruna","sequence":"first","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"K.","family":"Kiran","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Muzammil","family":"Tahira","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"140","reference":[{"issue":"10","key":"key2020120711331896900_ref001","first-page":"209","article-title":"User satisfaction with academic libraries services: academic staff and students perspectives","volume":"3","year":"2011","journal-title":"International Journal of Library and Information Science"},{"issue":"1","key":"key2020120711331896900_ref002","doi-asserted-by":"crossref","first-page":"17","DOI":"10.1108\/14678040910949666","article-title":"Measuring service quality of a public university library in Bangladesh using SERVQUAL","volume":"10","year":"2009","journal-title":"Performance Measurement and Metrics"},{"issue":"2","key":"key2020120711331896900_ref003","doi-asserted-by":"crossref","first-page":"1093","DOI":"10.1007\/s11135-011-9587-x","article-title":"Development of a service quality model for academic libraries","volume":"47","year":"2013","journal-title":"Quality and Quantity"},{"issue":"7\/8","key":"key2020120711331896900_ref004","first-page":"910","article-title":"The analysis of antecedents of customer loyalty in the Turkish mobile telecommunication market","volume":"3","year":"2005","journal-title":"European Journal of Marketing"},{"issue":"6\/7","key":"key2020120711331896900_ref005","doi-asserted-by":"crossref","first-page":"397","DOI":"10.1108\/LM-05-2012-0025","article-title":"An analysis of library customer loyalty: the role of service quality and customer satisfaction, a case study in Indonesia","volume":"34","year":"2013","journal-title":"Library Management"},{"key":"key2020120711331896900_ref006","unstructured":"Beyene, W.M. 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