A study of user loyalty and its influencing factors in the libraries of the Cultural and Artistic Organization of Tehran Municipality

Norouzi, Yaghoub and Resaei, Saeed A study of user loyalty and its influencing factors in the libraries of the Cultural and Artistic Organization of Tehran Municipality. Research on Information Science and Public Libraries, 2025, vol. 31, n. 1, pp. 21-34. [Journal article (Paginated)]

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English abstract

Purpose: Library users, as the primary stakeholders of nonprofit organizations such as public libraries, are among their most valuable assets. This study aimed to assess the level of user loyalty and identify the factors influencing it in the public libraries operated by the Cultural and Artistic Organization of Tehran Municipality.Method: This applied research employed a descriptive-survey methodology. The statistical population consisted of all users of the libraries affiliated with Tehran Municipality, from whom a representative sample was selected. The theoretical framework was developed using a library-based method, and data were collected via the Customer Loyalty Questionnaire developed by Randall Tyl (2004). Descriptive statistics were used for data summarization, and Pearson�s correlation coefficient was employed to examine relationships between variables.Findings: The results indicated that the level of user loyalty to the libraries was below average. Significant relationships were observed between user loyalty and variables such as loyal attitudes, personal traits and behaviors, supplementary services, perceived usefulness of the library collections, as well as renewal history and membership duration.Conclusion: The below-average loyalty of users highlights the need to revise communication strategies, service quality, and alignment of services with user needs. Recommendations include leveraging information technologies, tailoring services to different user groups, organizing training workshops, empowering librarians, and offering membership incentives. Ultimately, adopting a user-centered approach and continuously monitoring feedback can enhance user satisfaction and foster long-term engagement with the library.

Persian abstract

Item type: Journal article (Paginated)
Keywords: User Loyalty,Public Libraries,Cultural and Artistic Organization,Tehran municipality
Subjects: D. Libraries as physical collections. > DC. Public libraries.
Depositing user: rispl journal Journal
Date deposited: 26 Dec 2025 05:47
Last modified: 26 Dec 2025 05:47
URI: http://hdl.handle.net/10760/47442

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