Modeling web-based library service quality

Kiran, K. and Diljit, S. (2012) Modeling web-based library service quality. Library & Information Science Research, 34 (3). pp. 184-196. ISSN 0740-8188

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Abstract

Studies 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. All rights reserved.

Item Type: Article
Additional Information: Kiran, K. Diljit, S.
Subjects: T Technology > T Technology (General)
Divisions: Faculty of Computer Science & Information Technology > Dept of Library & Information Science Unit
Depositing User: Ms Maisarah Mohd Muksin
Date Deposited: 10 Jul 2013 00:53
Last Modified: 10 Jul 2013 00:53
URI: http://eprints.um.edu.my/id/eprint/6995

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