Loyalty of Public Library Users in Indonesia Using the Net Promoter Score (NPS) Metrics: A Case Study of Drive-through Services During the COVID-19 Pandemic

Dyah Puspitasari Srirahayu, M. K. Yanti Idaya Aspura, Dessy Harisanty, Endang Fitriyah Mannan and Nove E. Variant Anna

SAGE Open, 2025, vol. 15, issue 2, 21582440251340625

Abstract: Public libraries, as a source of public information, continue to provide services by developing innovative solutions, such as drive-through facilities for borrowing and returning printed books. This paper aims to measure the effect of drive-through service user loyalty in public libraries using the Net Promoter Score (NPS). Questionnaires were distributed to users who utilized the drive-through facilities at Public Libraries in Indonesia, and 100 users completed the questionnaires. This study employs Structural Equation Modeling (SEM) to analyze data on the relationship between service quality, user satisfaction, and Drive-Through User Loyalty. The results indicate that the NPS score is influenced solely by service quality and has no effect on drive-through user loyalty. The findings demonstrate that NPS service quality affects satisfaction, satisfaction affects loyalty, and service quality affects the Net Promoter Score. However, service quality does not affect loyalty, the Net Promoter Score does not affect satisfaction, and the Net Promoter Score does not affect loyalty. Libraries can utilize these results to develop drive-through services that cater to user needs by examining service quality factors to enhance user satisfaction and loyalty.

Keywords: NPS; drive-through service; public library; COVID-19; quality of service; developing countries (search for similar items in EconPapers)
Date: 2025
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Persistent link: https://EconPapers.repec.org/RePEc:sae:sagope:v:15:y:2025:i:2:p:21582440251340625

DOI: 10.1177/21582440251340625

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