Using SEM and TCM to Improve Services to Libraries: A Comparative Study on Chinese Academic Libraries

By comparing the usage of structural equation model (SEM) and tetra-class model (TCM) in the model structure, data analysis method, and result presentation when evaluating Chinese academic libraries, this study aims to illustrate the strategies in evaluating satisfaction of academic library services. The study sample consists of 353 academic library users who are asked to evaluate 27 Chinese typical academic library service elements. The findings show that SEM could reveal the influence relations among constructs by path coefficients, while TCM focuses on the visual classification and comparison of specific service elements based on their contributions to user satisfaction. These two models are complementary to each other. They can be used for comprehensively showing the influence factors and current situation of service satisfaction, which are valuable and instructive for improving the service quality of a digital library. The results also indicate that a digital library needs to ensure the quality of retrieval service elements and to improve the service capability of information-organizing service elements. Meanwhile, the developments of characteristic resources and library community are critical to the promotion of user satisfaction of academic library service.