Assessment of e-service quality performance of university libraries

Abstract

Purpose This empirical study aims to measure the performance of electronic service quality and related infrastructure in a state university library and suggests the strategies for further improvement based on this study. Design/methodology/approach The data collection was done through a survey questionnaire based on the 22 attributes of four e-Service quality dimensions rated on five-point Likert scale. The sample population consisted of 239 respondents comprising of different categories of users of university library. Findings The results of this study indicated that all four dimensions rated by the users fell between mean score 3 to 4 (good), the highest score was received in dimension online public access catalogue (OPAC) and internet service with followed by Library website, Library electronic equipment’s and e-User education. Out of total 22 e-Service quality attributes, none of the attributes received score above 4 (excellent), which indicates that still university library need to improve the current performance of e-Service quality and to take remedial steps to enhance the existing e-services and infrastructure. Practical implications Findings from this study could assist university library authority to sustain and enhance performance of e-Services that could achieve the core journey of the modern university libraries. Originality/value This study was the first endeavour for measurement of the performance of e-Service quality and related infrastructure of federal university libraries in India.

Systematic literature review on university website quality

“…Figure 2 shows the overall process of this SLR process and the results for each steps. Course website National Taiwan Ocean University R7 [34] University website Tanzanian Public University R8 [35] College library website Institute of Science and Technology, China R9 [36] University website Delft University of Technology, Netherlands R10 [37] University website Institut Teknologi Sepuluh Nopember Surabaya, Indonesia R11 [38] University website X University, USA R12 [39] University website University of Bari's, Italy R13 [40] University website 118 Portuga universities R14 [41] University website Malaysian Universiti R15 [42] University libraries Maharaja Sayajirao University R16 [43] University website Kenyan University R17 [44] Research institute X Agency R18 [45] University website Jember University, Indonesia R19 [46] Higher education services LL-Dikti IV R20 [47] University website Eastern Samar State University, Philippine R21 [48] University website Universities in Indonesia R22 [49] University website Universitas Sumatera Utara, Indonesia R23 [50] University website Three Jordanian universities R24 [51] Language center websites Mulawarman University…”

Assessment of the quality of digital services provided by an e-learning platform focused on sustainability issues

“…Some studies have examined the measurement of service quality in different e-service environments including: retailing (Collier & Bienstock, 2006), shopping (Yang et al, 2004), travel (Ho & Lee, 2007), financial (Sohn & Tadisina, 2008), telecom (Zhou et al, 2019), information technology (Farrapo Junior et al, 2019), government (Stiglingh, 2014), hospital (Lubis & Atin, 2020), universities (Gonzalez Aleu et al, 2021, Ortega-Mohedano et al, 2018, academic libraries (Trivedi et al, 2021), public transportation (Tumsekcali et al, 2021). In these environments, the educational context is very broad and includes e-learning which, according to Udo et al (2011), requires a corresponding change in its evaluation process and methods, since the traditional service quality evaluation process may be inadequate and not complete.…”

An Assessment of Students’ Satisfaction with the Quality of Library Electronic Information Services during COVID-19 Pandemic at Selected Universities, Kenya

“…Faced with the pandemic scenario of COVID-19, the investment in digital content has taken the shape of a successful project, with many users turning to e-libraries for their information needs (Parikh and Vyas, 2020).Availability of the digital resources and services is not enough, in today's competitive world, libraries need to evaluate the service quality of the e-library to ensure that they are meeting the user's information needs and expectations (Jameel et al, 2021). Trivedi, (2021) notes that there has been systematic failure by libraries to leave out electronic resources and services in the overall evaluation of library service quality. Failure to evaluate the electronic information services means that libraries lack a true picture of the impact of electronic services to the library users and the quality of these services.…”