Influence of satisfaction and loyalty on Net Promoter Score (NPS) in academic libraries in Indonesia
PurposeThis study aims to determine the NPS score of state academic libraries users in Indonesia, the relationship between user loyalty and NPS scores and the relationship between user satisfaction with NPS.Design/methodology/approachThe method used in this research is quantitative explanatory metho...
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| Veröffentlicht in: | Library management 2021-07, Vol.42 (6/7), p.325-339 |
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| creator | Srirahayu, Dyah Puspitasari Anugrah, Esti Putri Layyinah, Khoirotun |
| description | PurposeThis study aims to determine the NPS score of state academic libraries users in Indonesia, the relationship between user loyalty and NPS scores and the relationship between user satisfaction with NPS.Design/methodology/approachThe method used in this research is quantitative explanatory method, which surveyed the relationship between satisfaction, loyalty and NPS variables based on the development of previous studies and existing theories. The population in this study were students visiting the state university library in Surabaya, Indonesia, namely Library A, Library B, Library C and Library D. The total number of samples taken was 200 divided equally to each of the universities, with 50 respondents respectively. Data collection was done with a questionnaire.FindingsThe Result shows that NPS value for academic library in Indonesia was 8. (1) The probability value of satisfaction with NPS is 0.18 (greater than 0.01) so H1 is rejected, meaning that satisfaction has no significant effect on NPS, (2) The probability value of satisfaction with loyalty is |
| doi_str_mv | 10.1108/LM-06-2020-0090 |
| format | Article |
| fullrecord | <record><control><sourceid>proquest_cross</sourceid><recordid>TN_cdi_proquest_journals_2676501557</recordid><sourceformat>XML</sourceformat><sourcesystem>PC</sourcesystem><sourcerecordid>2676501557</sourcerecordid><originalsourceid>FETCH-LOGICAL-c349t-ee3f0974d42fc1c517ead9b17c1ad8de4acb8077618adb28ba2158e14ad354263</originalsourceid><addsrcrecordid>eNptkE1Lw0AQhhdRsFbPXhe86CHtzOZjk6MUPwppLVTPy2Z3Ailptu6mh_57E-pF8DS8w_POwMPYPcIMEfJ5uYogiwQIiAAKuGATlGkeyULgJZsAJnGUokiu2U0IOwAQKOIJs8uubo_UGeKu5kH3Tai16RvXcd1Z3rqTbvsTH-Kaer7xbu968nxrnCf-uN5sn3gzoEZb2jeGt03ltW8ojNtlZ11HodG37KrWbaC73zllX68vn4v3qPx4Wy6ey8jESdFHRHENhUxsImqDJkVJ2hYVSoPa5pYSbaocpMww17YSeaUFpjlhom2cJiKLp-zhfPfg3feRQq927ui74aUSmcxSwDSVAzU_U8a7EDzV6uCbvfYnhaBGlapcKcjUqFKNKofG7NygPXnd2n8Kf9zHPyoGdAk</addsrcrecordid><sourcetype>Aggregation Database</sourcetype><iscdi>true</iscdi><recordtype>article</recordtype><pqid>2676501557</pqid></control><display><type>article</type><title>Influence of satisfaction and loyalty on Net Promoter Score (NPS) in academic libraries in Indonesia</title><source>Emerald Journals</source><creator>Srirahayu, Dyah Puspitasari ; Anugrah, Esti Putri ; Layyinah, Khoirotun</creator><creatorcontrib>Srirahayu, Dyah Puspitasari ; Anugrah, Esti Putri ; Layyinah, Khoirotun</creatorcontrib><description>PurposeThis study aims to determine the NPS score of state academic libraries users in Indonesia, the relationship between user loyalty and NPS scores and the relationship between user satisfaction with NPS.Design/methodology/approachThe method used in this research is quantitative explanatory method, which surveyed the relationship between satisfaction, loyalty and NPS variables based on the development of previous studies and existing theories. The population in this study were students visiting the state university library in Surabaya, Indonesia, namely Library A, Library B, Library C and Library D. The total number of samples taken was 200 divided equally to each of the universities, with 50 respondents respectively. Data collection was done with a questionnaire.FindingsThe Result shows that NPS value for academic library in Indonesia was 8. (1) The probability value of satisfaction with NPS is 0.18 (greater than 0.01) so H1 is rejected, meaning that satisfaction has no significant effect on NPS, (2) The probability value of satisfaction with loyalty is < 0.01 so that H0 is accepted. This means that satisfaction has a significant effect on loyalty and (3) The probability value of loyalty to NPS is < 0.01 so that H0 is accepted. This indicates that loyalty has a significant effect on NPS.Research limitations/implicationsTo get user satisfaction, libraries need to improve facilities and services in accordance with the characteristics and needs of users, so that user expectations will be met and achieve satisfaction. When user satisfaction has been fulfilled, user loyalty to library products will be formed, so the NPS score will increase which is manifested by users recommending the library to others. This research has limitations, namely that the object of research is only in public higher education centers, so for generalization it is necessary to add research objects such as private college libraries, public libraries or school libraries.Originality/valueResearch on loyalty by using NPS has not been done much especially in Indonesia. This study also examines the relationship between satisfaction and loyalty on NPS scores.</description><identifier>ISSN: 0143-5124</identifier><identifier>EISSN: 1758-7921</identifier><identifier>DOI: 10.1108/LM-06-2020-0090</identifier><language>eng</language><publisher>Bradford: Emerald Publishing Limited</publisher><subject>Academic libraries ; Attitudes ; Brand loyalty ; Customer services ; Hypotheses ; Information sources ; Internet ; Library users ; Loyalty ; National libraries ; Nonprofit organizations ; Quality of service ; User behavior ; User satisfaction</subject><ispartof>Library management, 2021-07, Vol.42 (6/7), p.325-339</ispartof><rights>Emerald Publishing Limited</rights><rights>Emerald Publishing Limited.</rights><lds50>peer_reviewed</lds50><oa>free_for_read</oa><woscitedreferencessubscribed>false</woscitedreferencessubscribed><citedby>FETCH-LOGICAL-c349t-ee3f0974d42fc1c517ead9b17c1ad8de4acb8077618adb28ba2158e14ad354263</citedby><cites>FETCH-LOGICAL-c349t-ee3f0974d42fc1c517ead9b17c1ad8de4acb8077618adb28ba2158e14ad354263</cites></display><links><openurl>$$Topenurl_article</openurl><openurlfulltext>$$Topenurlfull_article</openurlfulltext><thumbnail>$$Tsyndetics_thumb_exl</thumbnail><linktohtml>$$Uhttps://www.emerald.com/insight/content/doi/10.1108/LM-06-2020-0090/full/html$$EHTML$$P50$$Gemerald$$H</linktohtml><link.rule.ids>314,778,782,964,11622,27911,27912,52676</link.rule.ids></links><search><creatorcontrib>Srirahayu, Dyah Puspitasari</creatorcontrib><creatorcontrib>Anugrah, Esti Putri</creatorcontrib><creatorcontrib>Layyinah, Khoirotun</creatorcontrib><title>Influence of satisfaction and loyalty on Net Promoter Score (NPS) in academic libraries in Indonesia</title><title>Library management</title><description>PurposeThis study aims to determine the NPS score of state academic libraries users in Indonesia, the relationship between user loyalty and NPS scores and the relationship between user satisfaction with NPS.Design/methodology/approachThe method used in this research is quantitative explanatory method, which surveyed the relationship between satisfaction, loyalty and NPS variables based on the development of previous studies and existing theories. The population in this study were students visiting the state university library in Surabaya, Indonesia, namely Library A, Library B, Library C and Library D. The total number of samples taken was 200 divided equally to each of the universities, with 50 respondents respectively. Data collection was done with a questionnaire.FindingsThe Result shows that NPS value for academic library in Indonesia was 8. (1) The probability value of satisfaction with NPS is 0.18 (greater than 0.01) so H1 is rejected, meaning that satisfaction has no significant effect on NPS, (2) The probability value of satisfaction with loyalty is < 0.01 so that H0 is accepted. This means that satisfaction has a significant effect on loyalty and (3) The probability value of loyalty to NPS is < 0.01 so that H0 is accepted. This indicates that loyalty has a significant effect on NPS.Research limitations/implicationsTo get user satisfaction, libraries need to improve facilities and services in accordance with the characteristics and needs of users, so that user expectations will be met and achieve satisfaction. When user satisfaction has been fulfilled, user loyalty to library products will be formed, so the NPS score will increase which is manifested by users recommending the library to others. This research has limitations, namely that the object of research is only in public higher education centers, so for generalization it is necessary to add research objects such as private college libraries, public libraries or school libraries.Originality/valueResearch on loyalty by using NPS has not been done much especially in Indonesia. This study also examines the relationship between satisfaction and loyalty on NPS scores.</description><subject>Academic libraries</subject><subject>Attitudes</subject><subject>Brand loyalty</subject><subject>Customer services</subject><subject>Hypotheses</subject><subject>Information sources</subject><subject>Internet</subject><subject>Library users</subject><subject>Loyalty</subject><subject>National libraries</subject><subject>Nonprofit organizations</subject><subject>Quality of service</subject><subject>User behavior</subject><subject>User satisfaction</subject><issn>0143-5124</issn><issn>1758-7921</issn><fulltext>true</fulltext><rsrctype>article</rsrctype><creationdate>2021</creationdate><recordtype>article</recordtype><sourceid>ABUWG</sourceid><sourceid>AFKRA</sourceid><sourceid>BENPR</sourceid><sourceid>CCPQU</sourceid><sourceid>DWQXO</sourceid><recordid>eNptkE1Lw0AQhhdRsFbPXhe86CHtzOZjk6MUPwppLVTPy2Z3Ailptu6mh_57E-pF8DS8w_POwMPYPcIMEfJ5uYogiwQIiAAKuGATlGkeyULgJZsAJnGUokiu2U0IOwAQKOIJs8uubo_UGeKu5kH3Tai16RvXcd1Z3rqTbvsTH-Kaer7xbu968nxrnCf-uN5sn3gzoEZb2jeGt03ltW8ojNtlZ11HodG37KrWbaC73zllX68vn4v3qPx4Wy6ey8jESdFHRHENhUxsImqDJkVJ2hYVSoPa5pYSbaocpMww17YSeaUFpjlhom2cJiKLp-zhfPfg3feRQq927ui74aUSmcxSwDSVAzU_U8a7EDzV6uCbvfYnhaBGlapcKcjUqFKNKofG7NygPXnd2n8Kf9zHPyoGdAk</recordid><startdate>20210722</startdate><enddate>20210722</enddate><creator>Srirahayu, Dyah Puspitasari</creator><creator>Anugrah, Esti Putri</creator><creator>Layyinah, Khoirotun</creator><general>Emerald Publishing Limited</general><general>Emerald Group Publishing Limited</general><scope>AAYXX</scope><scope>CITATION</scope><scope>0U~</scope><scope>1-H</scope><scope>7WY</scope><scope>7WZ</scope><scope>7XB</scope><scope>ABUWG</scope><scope>AFKRA</scope><scope>ALSLI</scope><scope>BENPR</scope><scope>BEZIV</scope><scope>CCPQU</scope><scope>CNYFK</scope><scope>DWQXO</scope><scope>E3H</scope><scope>F2A</scope><scope>F~G</scope><scope>K6~</scope><scope>L.-</scope><scope>L.0</scope><scope>M0C</scope><scope>M1O</scope><scope>PQBIZ</scope><scope>PQEST</scope><scope>PQQKQ</scope><scope>PQUKI</scope><scope>Q9U</scope></search><sort><creationdate>20210722</creationdate><title>Influence of satisfaction and loyalty on Net Promoter Score (NPS) in academic libraries in Indonesia</title><author>Srirahayu, Dyah Puspitasari ; Anugrah, Esti Putri ; Layyinah, Khoirotun</author></sort><facets><frbrtype>5</frbrtype><frbrgroupid>cdi_FETCH-LOGICAL-c349t-ee3f0974d42fc1c517ead9b17c1ad8de4acb8077618adb28ba2158e14ad354263</frbrgroupid><rsrctype>articles</rsrctype><prefilter>articles</prefilter><language>eng</language><creationdate>2021</creationdate><topic>Academic libraries</topic><topic>Attitudes</topic><topic>Brand loyalty</topic><topic>Customer services</topic><topic>Hypotheses</topic><topic>Information sources</topic><topic>Internet</topic><topic>Library users</topic><topic>Loyalty</topic><topic>National libraries</topic><topic>Nonprofit organizations</topic><topic>Quality of service</topic><topic>User behavior</topic><topic>User satisfaction</topic><toplevel>peer_reviewed</toplevel><toplevel>online_resources</toplevel><creatorcontrib>Srirahayu, Dyah Puspitasari</creatorcontrib><creatorcontrib>Anugrah, Esti Putri</creatorcontrib><creatorcontrib>Layyinah, Khoirotun</creatorcontrib><collection>CrossRef</collection><collection>Global News & ABI/Inform Professional</collection><collection>Trade PRO</collection><collection>ABI/INFORM Collection</collection><collection>ABI/INFORM Global (PDF only)</collection><collection>ProQuest Central (purchase pre-March 2016)</collection><collection>ProQuest Central (Alumni Edition)</collection><collection>ProQuest Central UK/Ireland</collection><collection>Social Science Premium Collection</collection><collection>ProQuest Central</collection><collection>Business Premium Collection</collection><collection>ProQuest One Community College</collection><collection>Library & Information Science Collection</collection><collection>ProQuest Central Korea</collection><collection>Library & Information Sciences Abstracts (LISA)</collection><collection>Library & Information Science Abstracts (LISA)</collection><collection>ABI/INFORM Global (Corporate)</collection><collection>ProQuest Business Collection</collection><collection>ABI/INFORM Professional Advanced</collection><collection>ABI/INFORM Professional Standard</collection><collection>ABI/INFORM Global</collection><collection>Library Science Database</collection><collection>ProQuest One Business</collection><collection>ProQuest One Academic Eastern Edition (DO NOT USE)</collection><collection>ProQuest One Academic</collection><collection>ProQuest One Academic UKI Edition</collection><collection>ProQuest Central Basic</collection><jtitle>Library management</jtitle></facets><delivery><delcategory>Remote Search Resource</delcategory><fulltext>fulltext</fulltext></delivery><addata><au>Srirahayu, Dyah Puspitasari</au><au>Anugrah, Esti Putri</au><au>Layyinah, Khoirotun</au><format>journal</format><genre>article</genre><ristype>JOUR</ristype><atitle>Influence of satisfaction and loyalty on Net Promoter Score (NPS) in academic libraries in Indonesia</atitle><jtitle>Library management</jtitle><date>2021-07-22</date><risdate>2021</risdate><volume>42</volume><issue>6/7</issue><spage>325</spage><epage>339</epage><pages>325-339</pages><issn>0143-5124</issn><eissn>1758-7921</eissn><abstract>PurposeThis study aims to determine the NPS score of state academic libraries users in Indonesia, the relationship between user loyalty and NPS scores and the relationship between user satisfaction with NPS.Design/methodology/approachThe method used in this research is quantitative explanatory method, which surveyed the relationship between satisfaction, loyalty and NPS variables based on the development of previous studies and existing theories. The population in this study were students visiting the state university library in Surabaya, Indonesia, namely Library A, Library B, Library C and Library D. The total number of samples taken was 200 divided equally to each of the universities, with 50 respondents respectively. Data collection was done with a questionnaire.FindingsThe Result shows that NPS value for academic library in Indonesia was 8. (1) The probability value of satisfaction with NPS is 0.18 (greater than 0.01) so H1 is rejected, meaning that satisfaction has no significant effect on NPS, (2) The probability value of satisfaction with loyalty is < 0.01 so that H0 is accepted. This means that satisfaction has a significant effect on loyalty and (3) The probability value of loyalty to NPS is < 0.01 so that H0 is accepted. 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| source | Emerald Journals |
| subjects | Academic libraries Attitudes Brand loyalty Customer services Hypotheses Information sources Internet Library users Loyalty National libraries Nonprofit organizations Quality of service User behavior User satisfaction |
| title | Influence of satisfaction and loyalty on Net Promoter Score (NPS) in academic libraries in Indonesia |
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