A Statistical Study to Analyse the Effect of Services Experience Quality in a Library on User’s Behaviour

Abstract

The paper adduce the quantitative analysis of the student’s perception about the service provided by campus library and to find out how the library experience factors (Outcome Focus, Product experience, Peace-of-mind, and Moments-of-truth) have an mark on customers loyalty, word-of-mouth & satisfaction. Questionnaires with 34 different questions were circulated among the students of an engineering college of Delhi. Finally, the analysis was carried out on 311 responses. The linear regression test was performed on responses to check the linear relationship between the library experience factors and loyalty, word-of-mouth & satisfaction. The analysis verifies that the services have a beneficial impact on the user and also library experience factors correlate with the loyalty, word-of-mouth & satisfaction. The authors believe that they have used EXQ scale first time in India library context.