E-service quality in public academic library

Abstract

This study investigates the level of e-service quality in the public academic library. In some of the organizations the electronic based production is important such as universities that the future of electronic libraries plays an essential role. The libraries require using internet environment to offer admittance to information resources an event. Moreover, the evaluation of e-service quality of libraries is very important. Thus, previous studies have established several approaches for evaluating e-service quality. This study follows three objectives, first, this study identifies dimensions of e-service quality in the academic library; afterwards this study would like to propose the model for identification of the suitable assessment criteria on the electronic service quality on library from the university students’ viewpoints. E-service dimensions are identified according to literature review and are evaluated based on students’ viewpoints on university library. These dimensions are reliability, ease of use, security and responsibility. The methodology was used in this study using questionnaire distribution included on online and hard copy which distributed among Universiti Teknologi Malaysia (UTM) students. On the other hand, the outcomes of this study may help library service providers to understand the level of their services, because the users’ perception of provided services the important to understand their e-services quality level