کد مقاله | کد نشریه | سال انتشار | مقاله انگلیسی | نسخه تمام متن |
---|---|---|---|---|
10519088 | 953238 | 2005 | 28 صفحه PDF | دانلود رایگان |
عنوان انگلیسی مقاله ISI
E-service quality in libraries: Exploring its features and dimensions
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موضوعات مرتبط
علوم انسانی و اجتماعی
علوم اجتماعی
کتابداری و علوم اطلاعات
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چکیده انگلیسی
Although the digital environment has played an important role in the transformation of more library services into e-services, no published survey instrument focuses exclusively on examining library e-service quality. This article presents such an instrument and reports on a pilot study that applied it to university students. The primary objective is the development of an instrument that will enable libraries to investigate e-service quality locally. Active listening to customers, as this study emphasizes, provides two-way communication between the library and its users. Further research needs to explore the features and dimensions identified in e-SERVQUAL for libraries.
ناشر
Database: Elsevier - ScienceDirect (ساینس دایرکت)
Journal: Library & Information Science Research - Volume 27, Issue 3, Summer 2005, Pages 377-404
Journal: Library & Information Science Research - Volume 27, Issue 3, Summer 2005, Pages 377-404
نویسندگان
Peter Hernon, Philip Calvert,