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A Study of e-Service Quality and User Satisfaction in Public Libraries

  • Journal of the Korean Society for Library and Information Science
  • 2007, 41(4), pp.315-329
  • Publisher : 한국문헌정보학회
  • Research Area : Interdisciplinary Studies > Library and Information Science

Yunkeum Chang 1

1숙명여자대학교

Accredited

ABSTRACT

The objective of this study is to identify key dimensions of e-service quality and explore their relations to user satisfaction at public libraries. This research used a modified e-service quality model and surveyed Internet service users for measuring and assessing Internet users' service satisfaction at 'A' public library in Seoul region. Using an exploratory factor analysis, the study identified three factors, named Service Affect, Information Access, and Tangibles as key dimensions for public library e-service quality. Also it was found that users' satisfaction was strongly positively correlated to their intention to refer others to the service.

Citation status

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