A Study Of Electronic Service Quality Evaluation Based On The User-perceived In University Libraries

Library is documentation and information center of the university, services for teaching and research. In recent years, with the rapid progress of information technology, as well as strong user’s demand, university libraries spend a lot of funds for the purchase of electronic resources, many electronic services have also been introduced. But the lack of an effective tool, from the point of view of user perception to evaluate the quality of the library’s electronic services. So university library can’t diagnosis of electronic service quality and identify themselves gap with the excellent level of library service, then improve the service quality.Based on this, research in a wide range of domestic and international literature about electronic service quality evaluation, collect evaluation indicators in the literature,deduplicate,classify and sort,eventually left the88assessment indicators.And then based on many times the depth of focus group interviews,combined with the expert advice of a research library service quality, collected88evaluation indicators is reduced to23indicators.Take advantage of23evaluation indicators, preparation of the questionnaire in the form of Similar LibQUAL+questionnaire, up to1200copies of the questionnaires was surveyed in four major universities of Tai yuan, and eventually obtained625valid questionnaires. Then, using rigorous mathematical analysis methods, including exploratory factor analysis, confirmatory factor analysis, reliability analysis, validity analysis technology and to establish an library electronic service quality evaluation scale that include ease of use, information quality, personalized service, interaction quality four dimensions total of20indicators.Have also used the survey obtained625valid questionnaires, combined with the degree of service excellence, service qualified degree, the zone of tolerance respectively analysis of20indicators, four dimensions. In addition, the authors also use these data, from gender, universities, professional groups in the average access times and overall satisfaction of library electronic resources execute variance analysis. Combined with quadrant analysis of20indicators of research, four dimensions have been classified, the proposed improve the relevant recommendations of the the surveyed electronic library service quality.