The Role of Quality of Service, Satisfaction and Usefulness Perceived on the Willingness to Return of Library Visitors: A Case Study of Kermanshah Razi University Central Library

Today, customer service is the ultimate goal of any service-making organization. The eagerness to return is a solution to the problem that can be created by library patrons to further the goals of libraries and one hope that visitors would return to the library again and again. So, the purpose of this study is to investigate the role of quality of services provided, satisfaction and perceived usefulness on the desire of willingness to returning by clients of the central library of Kermanshah Razi University, Iran.

This research is applied in terms of purpose and descriptive-survey in terms of data collection. The statistical population is all students of Razi University Central Library, among whom 372 students were selected by simple random sampling method by using Morgan table. Data were collected using service quality, satisfaction and perceived usefulness questionnaires and a researcher-made questionnaire on willingness to return.

Based on the data analysis, the quality of services provided with 0.63, the perceived usefulness 0.95 and satisfaction 0.63 affect the rate of enthusiasm for the willingness to return in Razi University Central Library clients. The quality of service provided, the perceived usefulness and the satisfaction of the rate of willingness to return to use are also increased. The results also showed that there was a significant relationship between gender and the level of desire to willingness to return and men had a greater desire to willingness to return to the library than women. But there was no statistically significant difference in eagerness to willingness to return with regard to education and number of visits to the library.

Considering the effectiveness of the quality of service provided, perceived usefulness and satisfaction in increasing the rate of willingness to returning clients, the necessary conditions and measures should be taken into account to promote all three variables. The results of this research can be used in long-term planning of Iranian libraries.