K. R. N. Harshani, Ali Khatibi, S. M. Ferdous Azam


Libraries and information centers are service units held with the responsibility of providing varied information services based on a number of resources. It covers tangible assets, namely library building, equipment, furniture, information resources and staff. The intangible element has been the information services provided by the libraries. The tangible assets and intangible services of libraries are changing greatly due to the development and changes in the area of information technology. The purpose of this study is to empirically investigate to accomplish the relationship between Service Quality dimensions, customer experience (CE) library patronage (LP) and library user attitude (LUA) in the context of university library service quality in Sri Lanka. In addition, it investigates the mediating effect of customer experience in the relationship between dimensions of library service quality and the library patronage.


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academic library, customer experience, higher education, service quality, university library, user experience, library patronage

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DOI: http://dx.doi.org/10.46827/ejsss.v0i0.724

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