Measuring customer satisfaction: Evidence from digital library
This paper presents an empirical investigation on user’s satisfaction based on the expectation disconfirmation paradigm theory. The study selects a sample of 332 people from 2449 graduate students who were enrolled at the Birjand University. The study uses a questionnaire developed by Isac and Rusu...
| Main Authors: | , , , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
Growing Science
2015-05-01
|
| Series: | Management Science Letters |
| Subjects: | |
| Online Access: | http://www.growingscience.com/msl/Vol5/msl_2015_29.pdf |
| _version_ | 1830470143829868544 |
|---|---|
| author | Zahra Jafarzadeh Kermani Elaheh Tatari Gholamreza Sameie Hanieh Motalebipour |
| author_facet | Zahra Jafarzadeh Kermani Elaheh Tatari Gholamreza Sameie Hanieh Motalebipour |
| author_sort | Zahra Jafarzadeh Kermani |
| collection | DOAJ |
| description | This paper presents an empirical investigation on user’s satisfaction based on the expectation disconfirmation paradigm theory. The study selects a sample of 332 people from 2449 graduate students who were enrolled at the Birjand University. The study uses a questionnaire developed by Isac and Rusu (2014) [Isac, F. L., & Rusu, S. (2014). Theories of user’s satisfaction and the operationalization of the expectation disconfirmation paradigm. Economic series, university of Targu, 2 (1), 82-88.]. Using path analysis, the study has determined that perceived usefulness and personal experience had the highest impact on users’ satisfaction in electronic library usage. In addition, there was a negative relationship between user interface and users’ satisfaction. |
| first_indexed | 2024-12-21T13:58:31Z |
| format | Article |
| id | doaj.art-979c51a9180b414495fb936ebc7ba273 |
| institution | Directory Open Access Journal |
| issn | 1923-9335 1923-9343 |
| language | English |
| last_indexed | 2024-12-21T13:58:31Z |
| publishDate | 2015-05-01 |
| publisher | Growing Science |
| record_format | Article |
| series | Management Science Letters |
| spelling | doaj.art-979c51a9180b414495fb936ebc7ba2732022-12-21T19:01:26ZengGrowing ScienceManagement Science Letters1923-93351923-93432015-05-015552553010.5267/j.msl.2015.2.012Measuring customer satisfaction: Evidence from digital libraryZahra Jafarzadeh KermaniElaheh TatariGholamreza SameieHanieh MotalebipourThis paper presents an empirical investigation on user’s satisfaction based on the expectation disconfirmation paradigm theory. The study selects a sample of 332 people from 2449 graduate students who were enrolled at the Birjand University. The study uses a questionnaire developed by Isac and Rusu (2014) [Isac, F. L., & Rusu, S. (2014). Theories of user’s satisfaction and the operationalization of the expectation disconfirmation paradigm. Economic series, university of Targu, 2 (1), 82-88.]. Using path analysis, the study has determined that perceived usefulness and personal experience had the highest impact on users’ satisfaction in electronic library usage. In addition, there was a negative relationship between user interface and users’ satisfaction.http://www.growingscience.com/msl/Vol5/msl_2015_29.pdfCustomer satisfactionElectronic libraryGraduate students |
| spellingShingle | Zahra Jafarzadeh Kermani Elaheh Tatari Gholamreza Sameie Hanieh Motalebipour Measuring customer satisfaction: Evidence from digital library Management Science Letters Customer satisfaction Electronic library Graduate students |
| title | Measuring customer satisfaction: Evidence from digital library |
| title_full | Measuring customer satisfaction: Evidence from digital library |
| title_fullStr | Measuring customer satisfaction: Evidence from digital library |
| title_full_unstemmed | Measuring customer satisfaction: Evidence from digital library |
| title_short | Measuring customer satisfaction: Evidence from digital library |
| title_sort | measuring customer satisfaction evidence from digital library |
| topic | Customer satisfaction Electronic library Graduate students |
| url | http://www.growingscience.com/msl/Vol5/msl_2015_29.pdf |
| work_keys_str_mv | AT zahrajafarzadehkermani measuringcustomersatisfactionevidencefromdigitallibrary AT elahehtatari measuringcustomersatisfactionevidencefromdigitallibrary AT gholamrezasameie measuringcustomersatisfactionevidencefromdigitallibrary AT haniehmotalebipour measuringcustomersatisfactionevidencefromdigitallibrary |