Effect of service quality on post-visit intentions over time: the case of a library

Author: Banwet Devinder K.   Datta Biplab  

Publisher: Routledge Ltd

ISSN: 1360-0613

Source: Total Quality Management, Vol.13, Iss.4, 2002-07, pp. : 537-546

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Abstract

The quality of services offered in an academic library has been investigated over a period of time. Attribute level service quality, importance, satisfaction and post-visit intentions have been measured twice during a period of six months. The study indicates that the service quality has fallen during the six-month period in the case of most attributes while the attribute importance levels have not changed significantly during the same period. The temporal effect of service quality on post-visit intentions has been examined in a causal path framework. The results indicate that service quality and resulting satisfaction levels during the intervening period modify the effect of service performance and satisfaction on future post-visit intentions.