Abstract
Service quality and new electronic services are strategic issues for academic libraries to find better ways to support learning and research at the universities. In the age of self-service technologies, library specialists need to understand what criteria are used by customers to evaluate library services. This study contributes to the literature by identifying the major e-service evaluation criteria from the point of view of users of the largest university library in Estonia. Focus groups were used to identify the most significant criteria of e-service quality, and participants brought out 15 quality criteria. The list of criteria is explained and discussed. The study has shown that technological and marketing approaches for studying e-service quality may be complemented by another one – a social approach, based on communication, user participation and feedback.
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