Modeling Web-based library service quality

Submitted by mlb78 on Fri, 09/16/2016 - 17:24
TitleModeling Web-based library service quality
Publication TypeJournal Article
Year of Publication2012
AuthorsKiran, K., and Diljit, S.
JournalLibrary and Information Science Research
Volume34
Issue3
Pagination184-196
ISSN Number0740-8188
Keywordslibrary
AbstractStudies of e-service quality have consistently used adaptations of service-quality measurement tools that have been adopted and extended from traditional service-quality frameworks. However, a fresh insight into the investigation of key determinants of Web-based library service quality, with an emphasis on how library customers perceive service quality, has much to offer. Key determinants were identified, and contributed to the development and empirical testing of a proposed conceptual model of service quality that encompasses environment, delivery, and outcome quality. Unlike the disconfirmation approach, the performance-only measure was used. Participants included postgraduates and academic staff from four research intensive universities in Malaysia. Exploratory factor analysis and confirmatory factor analysis using structural equation modeling was carried out in order to develop and validate a measurement model for Web-based service quality, which included three second-order dimensions and eight first-order dimensions. Insights into the conceptualization of Web-based library-service quality as a multidimensional hierarchical construct are provided. The emergence of specific determinants specific to the Web services supports the notion that measurement of electronic-service quality is different from traditional services, though they may share some common factors. (c)2012 Elsevier Inc.
NotesThis study aims at developing a new measurement scale for Web-based library service. It is based on a mixed method approach. First, focus group interviews were conducted to explore key elements of library web-services. Second, quantitative data analysis was done to develop the conceptual model. Participants were postgraduate students and university staffs from four research intensive universities in Malaysia. Focused group outcomes indicated that web-based service quality could be viewed as a multidimentional construct and 14 themes were detected. The final analysis produced 3 factors, namely e-service environment, e-service delivery and e-service outcome.
URLhttp://dx.doi.org/10.1016/j.lisr.2012.02.005
DOI10.1016/j.lisr.2012.02.005