Satisfaction formation processes in library users: Understanding multisource effects

被引：26

作者：

Shi, X ^{[1
]}

Holahan, PJ

Jurkat, MP

机构：

[1] SUNY Rockland Community Coll, Suffern, NY 10901 USA

[2] Stevens Inst Technol, Hoboken, NJ 07030 USA

来源：

JOURNAL OF ACADEMIC LIBRARIANSHIP | 2004年 / 30卷 / 02期

关键词：

D O I：

10.1016/j.acalib.2004.01.002

中图分类号：

G25 [图书馆学、图书馆事业]; G35 [情报学、情报工作];

学科分类号：

1205 ; 120501 ;

摘要：

This study explores whether disconfirmation theory can explain satisfaction formation processes in library users. Both library users' needs and expectations are investigated as disconfirmation standards. Overall library user satisfaction is predicted to be a function of two independent sources-satisfaction with the information product received and satisfaction with the information system and library services used to retrieve the information product. Both sources are hypothesized to contribute independently to satisfaction in library users.

引用

页码：122 / 131

页数：10

共 32 条

[21] REASSESSMENT OF EXPECTATIONS AS A COMPARISON STANDARD IN MEASURING SERVICE QUALITY - IMPLICATIONS FOR FURTHER RESEARCH [J].