Research on the evaluation of e-service quality in libraries

• 作者: QI Xianghua YANG Jingjing
• 来源期刊: 中国文献情报：英文版
• 学科: 社会科学
• 关键词: EVALUATION INDICATOR SYSTEM ELECTRONIC SERVICE qua
• 年，卷（期）: 2010,（3）
• 页码范围: 84-93
• 页数: 10页
• 分类号: G250.76

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.