Author(s)

Han Rao, Fei Lei, Wan-si He

Corresponding Author

Fei Lei

ABSTRACT

Improving customer satisfaction in donated book library services is highly significant for university operations. In the present study, the conceptual model was firstly constructed, and the questionnaire survey was conducted later. With the employment of the regression analysis, the final statistical results demonstrate that: service quality positively impacts perceived value in donated book library services; service quality positively impacts customer satisfaction in donated book library services; perceived value positively impacts customer satisfaction in donated book library services; and among the three dimensions of service quality, library resources own the strongest impact on perceived value or customer satisfaction. The mediating effect of perceived value on the relationship between service quality and customer satisfaction is also validated.

KEYWORDS

Service quality, Customer satisfaction, Library services, Perceived value, Mediator, Relationship