Tushuguanxue yu Zixun Kexue (Oct 2015)
大學圖書館電子資源服務品質模式與應用研究
Abstract
As university libraries provides a lot of electronic resources collections and services,faculty members and graduate students regard them important and highly useful. Electronicresources bring a lot of complex problems, therefore, it is necessary to from views of usersto conduct service quality measurement for electronic resource services for universitylibraries. It can help library managers to provide electronic resources services in line withuser expectations in the future. The main aims of the study are to construct indicators ofelectronic resources service quality; to explore implications and availability of electronicresources service quality measurement; and to implement electronic resources servicequality measurement to improve service quality, then providing the better electronicresources services. This article used focus groups to develop the service quality model ofelectronic resources service composed of three dimensions and 28 indicators. Focus groupinterviews results were used as a basis for the development of questionnaires. In order toensure the feasibility of service quality model, questionnaires have been collected fromfaculty members and graduate students of the C University. The study shown that theservice quality model of electronic resources service was feasible. The overall average expectation score of electronic resources services was 4.07, an average perceived servicescore was 3.61, and there are a gap between the expectation and perceived service fromrespondents which meant the service quality of electronic resources were not excellent.The study proposed ten most expected of electronic resources services from facultymembers and graduate students and eight dissatisfactory electronic resources service andsome recommendations were made for improvement.
