Service quality


序號 5
刊名 大學圖書館
年份 2003
出版月份 3月
卷期 Vol.7 No.1
作者 余泰魁;王怡舜;惠龍
作者任職單位 國立雲林科技大學管理學系;國立彰化師範大學資訊管理學系;國立雲林科技大學管理學系


關鍵字 LibraryMeasuresService quality圖書館服務品質量表
頁碼 96-118
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Title Development and Validation of a Model for Measuring Library Service Quality in the Internet Context
Author Lung Huei; Yi-shun Wang; Lung Huei
Author's title Department of Management, National Yunlin University of Science and Technology; Department of Information Management, National Changhua University of Education; Department of Management, National Yunlin University of Science and Technology

Library plays an increasingly important role in the age of knowledge economy. With the prosperity of the Internet, users can conveniently make use of various information retrieval and knowledge sharing facilities. Hence, current models for measuring service quality of library are perceived as inapplicable as they are targeted primarily towards traditional library contexts. The main purpose of this study is to develop a comprehensive model and instrument for measuring library service quality in the Internet context. This study first reviews the literature relating to library service quality, and then proposes the six exploratory dimensions of library services, including personnel service, retrieval systems’ ease of use, preservation service, information retrieval facility, journal reference service, and collections resource service. Based on the six dimensions, this study further proposes and validates a model for measuring library service quality. Through exploratory and confirmatory factor analysis, evidenece of reliability and validity of the proposed model is presented. Finally, we conclude this study by discussing limitations and implications for research and practice.

Keywords LibraryMeasuresService quality
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