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Towards an Understanding of User Satisfaction and Continuance Intention in Human-Mediated Services: An Investigation of Academic Libraries
Towards an Understanding of User Satisfaction and Continuance Intention in Human-Mediated Services: An Investigation of Academic Libraries
Journal of Information Management. 2011. Jul, 42(3): 187-210
  • Published : July 30, 2011
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Lee, Bo-Ram
Park, Ji-Hong

Abstract
This study aims at examining how academic library staffs' service quality affects the user satisfaction and continuance intention, and also seeking practical solutions for improving the satisfaction and continuance intention in academic libraries. Despite the value and importance of human-mediated library services which enable various library services to be more valuable, relatively few prior studies focuses on this topic. This study develops a conceptual framework based on the concepts of service quality, satisfaction, and continuance intention. This framework provides a useful guideline for data collection and data analyses. Values of this study include ensuring the continuance intention by suggesting strategies that may increase users' positive attitude toward human-mediated services in academic libraries, and methodologically, using both quantitative and qualitative methods.
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