Effect of service quality on post-visit intentions over time: The case of a library

The quality of services offered in an academic library has been investigated over a period of time. Attribute level service quality, importance, satisfaction and post-visit intentions have been measured twice during a period of six months. The study indicates that the service quality has fallen during the six-month period in the case of most attributes while the attribute importance levels have not changed significantly during the same period. The temporal effect of service quality on post-visit intentions has been examined in a causal path framework. The results indicate that service quality and resulting satisfaction levels during the intervening period modify the effect of service performance and satisfaction on future post-visit intentions.