| Abstract |
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.
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