Web-based e-journal service quality as a determinant of users` satisfaction at research and non-research universities

Abstract

Malaysian public universities can be categorized into Research (RU) and Non-Research Universities (Non-RU). Both types of universities are distinct in many aspects such as budget allocation, research productivity, and management process. Web-based e-journal service is crucial for library users in RU and Non-RU alike especially for those who conduct research. Therefore, users’ satisfaction is considered the key to keep users loyal to the service. Thus, users’ perception of the service quality needs to be continuously examined andto hit excellent level as it reflects users’ satisfaction. Unfortunately, many studies especially in Non-RU showed that users’ satisfaction level of library e-service or web-based service was only moderate. In fact, no study has clearly compared between RU and Non-RU focusing on web-based e-journal service quality and users’ satisfaction. Thus, this research is conducted to fill the gap with four main objectives: 1) To identify the web-based e-journal service usage pattern, level of service quality, and users’ satisfaction among users in RU and Non-RU, 2) To examine the relationship between important predictors of users’ satisfaction, 3) To investigate the mediation effect of perceived usefulness and usage on the relationships between the factors, 4) To investigate moderation effects of type of university on all relationships. By applying the Information Systems Success Model (ISSM), Motivational Model of Technology Use (MMTU), and Expectation-Confirmation Model (ECM), three important predictors of users’ satisfaction including service quality, perceived usefulness, and usage were identified. Fifteen hypotheses were developed in align with the research objectives. A purposive non-random sampling technique was applied to collect data among postgraduate students and academicians in Natural and Applied Sciences fields from three RU and three Non-RU. Out of 421 total respondents, 276 respondents were from RU and 145 respondents were from Non-RU. Partial Least Square-Structural Equation Modeling (PLS-SEM) analysis was applied to test all the research hypotheses. The analysis showed that there are differences in the usage patterns of web-based e-journal service in RU and Non-RU. Higher usage frequency, level of service quality, and users’ satisfaction of web-based e-journal service were reported among RU users rather than Non-RU users. Among all predictors, only usage was found to be insignificant in predicting web-based e-journal service users’ satisfaction. Perceived usefulness was confirmed to be the mediator of the relationship between web-based e-journal service quality in predicting usage and users’ satisfaction. The type of university (RU and Non-RU) was found to moderate the relationships between 1) web-based e-journal service quality and perceived usefulness and 2) web-based e-journal service quality and usage. Theoretical, methodological, and practical implications were discussed and several potential possibilities for future researches were proposed. This research helped library managers in creating a clearer picture of web-based e-journal service in both type of universities.