Abstract
Evaluating the e-service quality is essential to organizations. The future of e-libraries has a vital place in universities. Libraries need to use websites as means to provide access to information resources, news and events. The importance of assessing e-service quality of libraries is significant. Previous researchers have developed many methods for assessing e-service quality. However, most of them only focus on the independent hierarchical structure. In this paper, we would like to figure out the criteria for assessing the service quality of library websites from university students’ viewpoints. According to interdependent criteria, the analytic network process (ANP) approach is employed to (i) generate the priority weights of each criterion; (ii) measure the service quality of university library websites. 12 web-based service criteria are identified according to 3144 university students’ viewpoints based on fuzzy Delphi method. On the basis of past studies, we divide 12 criteria into 3 perspectives, namely, system, efficiency, and information quality to measure the service quality of university library websites. On the basis of 3 perspectives and 12 important criteria, service quality of university library websites could be measured more effectively. Moreover, the practical application to measure the service quality of the old and new versions of one university library website presented in Section 5 is generic and also suitable to be exploited for Taiwanese universities.
Highlights
The Internet has contributed a convenient and efficient channel for distributing information and services [1]
Unlike previous researchers [8,9,10,11] who ignored the interdependence among criteria, this paper utilizes the analytic network process (ANP) approach to capture the interdependence of the criteria as it appears to be one of the more feasible and accurate solutions for us to generate the priority weights of each criteria and to measure the service quality of university library websites
Unlike previous researchers [8,9,10,11] who ignored the interdependence among criteria, in this paper, the ANP approach, which captures the interdependence, appears to be one of the more feasible and accurate solutions for us to generate the priority weights of each criteria and to measure the service quality of university library websites
Summary
Evaluating the e-service quality is essential to organizations. The future of e-libraries has a vital place in universities. The importance of assessing e-service quality of libraries is significant. We would like to figure out the criteria for assessing the service quality of library websites from university students’ viewpoints. The analytic network process (ANP) approach is employed to (i) generate the priority weights of each criterion; (ii) measure the service quality of university library websites. On the basis of past studies, we divide 12 criteria into 3 perspectives, namely, system, efficiency, and information quality to measure the service quality of university library websites. On the basis of 3 perspectives and 12 important criteria, service quality of university library websites could be measured more effectively. The practical application to measure the service quality of the old and new versions of one university library website presented in Section 5 is generic and suitable to be exploited for Taiwanese universities
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