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@article{ART001432659},
author={Seongsin Lee},
title={A Study on the Customer Perceptions of Service Quality for Library E-Service: Based on Zeithaml & Bitner's Model},
journal={Journal of the Korean Society for Information Management},
issn={1013-0799},
year={2010},
volume={27},
number={1},
pages={119-136},
doi={10.3743/KOSIM.2010.27.1.119}

TY - JOUR
AU - Seongsin Lee
TI - A Study on the Customer Perceptions of Service Quality for Library E-Service: Based on Zeithaml & Bitner's Model
JO - Journal of the Korean Society for Information Management
PY - 2010
VL - 27
IS - 1
PB - 한국정보관리학회
SP - 119
EP - 136
SN - 1013-0799
AB - The purpose of this study is to suggest a revised model for library e-service quality research based on Zeithaml & Bitner's model. To achieve this purpose, this study reviews the previous literature related to the study of service quality and e-service. According to the study results, ‘physical quality’ is the most important factor which influences on the customer perceptions of library e-service quality. Furthermore, this study suggests eight service quality dimensions of ‘physical quality’ for library e-service. In addition, customer's personal factors and previous experiences with similar services can be regarded as important factors which influence on the ‘physical quality’ of library e-service.
KW - library E-Service;physical quality;service quality;customer perceptions
DO - 10.3743/KOSIM.2010.27.1.119
ER -

Seongsin Lee. (2010). A Study on the Customer Perceptions of Service Quality for Library E-Service: Based on Zeithaml & Bitner's Model. Journal of the Korean Society for Information Management, 27(1), 119-136.

Seongsin Lee. 2010, "A Study on the Customer Perceptions of Service Quality for Library E-Service: Based on Zeithaml & Bitner's Model", Journal of the Korean Society for Information Management, vol.27, no.1 pp.119-136. Available from: doi:10.3743/KOSIM.2010.27.1.119

Seongsin Lee "A Study on the Customer Perceptions of Service Quality for Library E-Service: Based on Zeithaml & Bitner's Model" Journal of the Korean Society for Information Management 27.1 pp.119-136 (2010) : 119.

Seongsin Lee. A Study on the Customer Perceptions of Service Quality for Library E-Service: Based on Zeithaml & Bitner's Model. 2010; 27(1), 119-136. Available from: doi:10.3743/KOSIM.2010.27.1.119

Seongsin Lee. "A Study on the Customer Perceptions of Service Quality for Library E-Service: Based on Zeithaml & Bitner's Model" Journal of the Korean Society for Information Management 27, no.1 (2010) : 119-136.doi: 10.3743/KOSIM.2010.27.1.119

Seongsin Lee. A Study on the Customer Perceptions of Service Quality for Library E-Service: Based on Zeithaml & Bitner's Model. Journal of the Korean Society for Information Management, 27(1), 119-136. doi: 10.3743/KOSIM.2010.27.1.119

Seongsin Lee. A Study on the Customer Perceptions of Service Quality for Library E-Service: Based on Zeithaml & Bitner's Model. Journal of the Korean Society for Information Management. 2010; 27(1) 119-136. doi: 10.3743/KOSIM.2010.27.1.119

Seongsin Lee. A Study on the Customer Perceptions of Service Quality for Library E-Service: Based on Zeithaml & Bitner's Model. 2010; 27(1), 119-136. Available from: doi:10.3743/KOSIM.2010.27.1.119

Seongsin Lee. "A Study on the Customer Perceptions of Service Quality for Library E-Service: Based on Zeithaml & Bitner's Model" Journal of the Korean Society for Information Management 27, no.1 (2010) : 119-136.doi: 10.3743/KOSIM.2010.27.1.119