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A review of library e-service quality scales

There has been a growing importance of e-service over the past 10 years, and libraries are continuously updating their capability to offer users with the enhanced and easy access of the service. It is necessary to carry out some form of assessment to justify the reality of the situation, whether the...

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Main Authors: Mohd Zain, Wahidah, Othman, Roslina
Format: Conference or Workshop Item
Language:English
English
English
Published: Universiti Teknologi MARA Cawangan Johor & Persatuan Pustakawan Malaysia 2014
Subjects:
Z665 Library Science. Information Science
ZA4050 Electronic information resources
Online Access:http://irep.iium.edu.my/39045/1/ICI_full_paper.pdf
http://irep.iium.edu.my/39045/2/PROCEEDING_ICI_2014.exe
http://irep.iium.edu.my/39045/3/proceeding_proof_.pdf
http://irep.iium.edu.my/39045/
http://icief.uitm.edu.my/
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spelling my.iium.irep.39045 http://irep.iium.edu.my/39045/ A review of library e-service quality scales Mohd Zain, Wahidah Othman, Roslina Z665 Library Science. Information Science ZA4050 Electronic information resources There has been a growing importance of e-service over the past 10 years, and libraries are continuously updating their capability to offer users with the enhanced and easy access of the service. It is necessary to carry out some form of assessment to justify the reality of the situation, whether the current libraries offer quality e-service and satisfy their users or not. The purpose of this paper was to review the existing models developed in accessing the quality of library e-service. Literature search method will be used to identify the most comprehensive model that can be implemented in evaluating the quality of library e-service. Since prominent models of service quality and the quality of e-service in non-library setting have been used as the basis for the development of the models for the library setting, only selected prominent models and their limitations will be highlighted. From the review, it was found that the hierarchical type of model is the most comprehensive model in service quality, e-service quality for non-library setting, as well as for the library setting. This paper also suggests that libraries should adopt models that have been developed originally from the library setting, as different types of users have different set of expectations and needs. Limited research have addressed on the issues of library e-service quality models and assessments. Therefore, the findings should be valuable to academics and also practitioners. Universiti Teknologi MARA Cawangan Johor & Persatuan Pustakawan Malaysia 2014-09-10 Conference or Workshop Item NonPeerReviewed application/pdf en http://irep.iium.edu.my/39045/1/ICI_full_paper.pdf application/pdf en http://irep.iium.edu.my/39045/2/PROCEEDING_ICI_2014.exe application/pdf en http://irep.iium.edu.my/39045/3/proceeding_proof_.pdf Mohd Zain, Wahidah and Othman, Roslina (2014) A review of library e-service quality scales. In: International Conference on Information: Exploring the Future (ICI 2014), 10th-11th Sep. 2014, Johor, Malaysia . (Unpublished) http://icief.uitm.edu.my/
institution Universiti Islam Antarabangsa Malaysia
building IIUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider International Islamic University Malaysia
content_source IIUM Repository (IREP)
url_provider http://irep.iium.edu.my/
language English
English
English
topic Z665 Library Science. Information Science
ZA4050 Electronic information resources
spellingShingle Z665 Library Science. Information Science
ZA4050 Electronic information resources
Mohd Zain, Wahidah
Othman, Roslina
A review of library e-service quality scales
description There has been a growing importance of e-service over the past 10 years, and libraries are continuously updating their capability to offer users with the enhanced and easy access of the service. It is necessary to carry out some form of assessment to justify the reality of the situation, whether the current libraries offer quality e-service and satisfy their users or not. The purpose of this paper was to review the existing models developed in accessing the quality of library e-service. Literature search method will be used to identify the most comprehensive model that can be implemented in evaluating the quality of library e-service. Since prominent models of service quality and the quality of e-service in non-library setting have been used as the basis for the development of the models for the library setting, only selected prominent models and their limitations will be highlighted. From the review, it was found that the hierarchical type of model is the most comprehensive model in service quality, e-service quality for non-library setting, as well as for the library setting. This paper also suggests that libraries should adopt models that have been developed originally from the library setting, as different types of users have different set of expectations and needs. Limited research have addressed on the issues of library e-service quality models and assessments. Therefore, the findings should be valuable to academics and also practitioners.
format Conference or Workshop Item
author Mohd Zain, Wahidah
Othman, Roslina
author_facet Mohd Zain, Wahidah
Othman, Roslina
author_sort Mohd Zain, Wahidah
title A review of library e-service quality scales
title_short A review of library e-service quality scales
title_full A review of library e-service quality scales
title_fullStr A review of library e-service quality scales
title_full_unstemmed A review of library e-service quality scales
title_sort review of library e-service quality scales
publisher Universiti Teknologi MARA Cawangan Johor & Persatuan Pustakawan Malaysia
publishDate 2014
url http://irep.iium.edu.my/39045/1/ICI_full_paper.pdf
http://irep.iium.edu.my/39045/2/PROCEEDING_ICI_2014.exe
http://irep.iium.edu.my/39045/3/proceeding_proof_.pdf
http://irep.iium.edu.my/39045/
http://icief.uitm.edu.my/
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score 13.211869

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