Research on the evaluation of e-service quality in libraries

被引：0

作者：

QI Xianghua ^{[1
]}

YANG Jingjing ^{[1
]}

机构：

[1] School of Management Shanxi University

来源：

Journal of Data and Information Science | 2010年 / 3卷 / 03期

关键词：

Evaluation indicator system; Electronic service quality; Quadrant analysis;

D O I：

暂无

中图分类号：

G250.76 [电子图书馆、数字图书馆];

学科分类号：

1205 ; 120501 ;

摘要：

Based on the research of theories and practices related to quality evaluation of electronic services(e-services)from both home and abroad and through multiple rounds of surveys and analyses,this article proposed an evaluation indicator system for Chinese libraries.A survey was carried out on the e-services of Shanxi Provincial Library by using SERVQUAL model.Based on the survey data,the article evaluated and analyzed the quality of Shanxi Provincial Library’s e-services by means of quadrant analysis,and put forward solutions and suggestions accordingly.

引用

下载

页码：84 / 93

页数：10

共 50 条

[1] Assessment of e-service quality performance of university libraries
Trivedi, Dharmendra
Bhatt, Atul
Trivedi, Mayank
Patel, Pankajray Vinodchandra
DIGITAL LIBRARY PERSPECTIVES, 2021, 37 (04) : 384 - 400
[2] E-service quality in libraries: Exploring its features and dimensions
Hernon, P
Calvert, P
LIBRARY & INFORMATION SCIENCE RESEARCH, 2005, 27 (03) : 377 - 404
[3] E-Service Quality: A Literature Review and Research Trends
Nguyen, Thanh D.
Banh, Uyen U. T.
Nguyen, Tuan M.
Nguyen, Tuan T.
Lecture Notes in Networks and Systems, 2023, 578 : 47 - 62
[4] A METHOD FOR IMPROVEMENT OF OBJECTIVITY OF E-SERVICE QUALITY EVALUATION
Mekovec, Renata
Bubas, Goran
Vrcek, Neven
JOURNAL OF INFORMATION AND ORGANIZATIONAL SCIENCES, 2007, 31 (02) : 15 - 27
[5] Application of Fuzzy Set Theory in Evaluation of E-Service Quality
Zhao, Xuefeng
Peng, Ling
2007 INTERNATIONAL CONFERENCE ON WIRELESS COMMUNICATIONS, NETWORKING AND MOBILE COMPUTING, VOLS 1-15, 2007, : 3537 - 3540
[6] Measuring quality variations in e-service
Chen, Yen-Chun
Shen, Yung-Cheng
Lee, Crystal Tzu-Ying
Yu, Fu-Kai
JOURNAL OF SERVICE THEORY AND PRACTICE, 2017, 27 (02) : 427 - 452
[7] Research on personalized service system in e-service
Zhu egui
Fan Chongqing
Xu Xiaoshuang
Luo Qi
2007 INTERNATIONAL CONFERENCE ON SERVICE SYSTEMS AND SERVICE MANAGEMENT, VOLS 1-3, 2007, : 783 - +
[8] A sustainable e-service quality model
Stamenkov, Gjoko
Dika, Zamir
JOURNAL OF SERVICE THEORY AND PRACTICE, 2015, 25 (04) : 414 - 442
[9] Modelling the consequences of e-service quality
Sahadev, Sunil
Purani, Keyoor
MARKETING INTELLIGENCE & PLANNING, 2008, 26 (06) : 605 - +
[10] A consumer perspective of e-service quality
Zhang, XN
Prybutok, VR
IEEE TRANSACTIONS ON ENGINEERING MANAGEMENT, 2005, 52 (04) : 461 - 477

← 1 2 3 4 5 →