Investigating e-service quality criteria for university library: a focus group study

Abstract

Purpose – Service quality and new electronic services are strategic issues for academic libraries in finding better ways to support learning and research. The aim of this study is to contribute 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. Design/methodology/approach – Focus groups were used to identify the most significant criteria of e-service quality. The data were interpreted in accordance with Krueger' seven attributes: words, context, internal consistency; frequency of comments; specificity of comments; intensity of comments; big ideas. Findings – The research brought out the following 15 quality criteria as most important for the university library users: user-friendliness, reliability, assurance, security, speed, credibility, relevance, clarity, competence, feedback, dialogue, participating, responsiveness, empathy, aesthetics. Each of these criteria was explained and discussed. Research limitations/implications – This list of quality criteria obtained by this qualitative method was considered as the first step to build a conceptual model of e-service quality and as the basis for developing the questionnaire for further quantitative survey. Practical implications – The study is showing the possibility to design e-services in accordance with users expectations, based on quality criteria important to them. Originality/value – The study offers a fresh view in analyzing the e-service quality and developing university library services. 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.