E-service quality in libraries: Exploring its features and dimensions

Hernon, Peter; Calvert, Philip

doi:10.1016/j.lisr.2005.04.005

Cited by 74 publications

(44 citation statements)

References 16 publications

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“…For example, Abels (1996) discusses the e-mail reference interview, Radford (2006 focused on interpersonal communication during the chat-based reference encounter, and Curry (2005) summarized the literature on the reference interview in the electronic setting. Others focused attention on the conceptualization and exploration of digital reference, and while some emphasized the need to develop new frameworks (Lankes, 2004(Lankes, , 2005 and measures for digital reference (Hernon & Calvert, 2005;McClure, Lankes, Gross, & Choltco-Devlin, 2002;White, 2001), most "evaluations of virtual reference services utilize similar measures to those of traditional reference" (Shachaf & Horowitz, 2008, p. 124). Scholars of virtual reference rely heavily on traditional reference research, as they make an effort to understand why and "how digital reference is different from traditional library-based reference research" (Lankes, 2005, p.321-322).…”

Section: Digital Referencementioning

confidence: 99%

Social reference: Toward a unifying theory

Shachaf

2010

Library & Information Science Research

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This article addresses the need for a theoretical approach to reference research and specifically concentrates on a lacuna in conceptual research on social reference. Social reference refers to online question answering services that are provided by communities of volunteers on question and answer (Q&A) sites. Social reference is similar to library reference, but at the same time, it differs significantly from the traditional (and digital) dyadic reference encounter; it involves a collaborative group effort and uses wikis and other Web 2.0 infrastructure. This article proposes a sociotechnical framework to analyze, evaluate, and understand social reference that relies on a systems approach to the reference encounter, combined with an input-process-output (IPO) approach to virtual group work. The framework also accounts for the collaborative process of question answering and the interplay between technology and users, in their contexts.

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Section: Digital Referencementioning

confidence: 99%

Social reference: Toward a unifying theory

Shachaf

2010

Library & Information Science Research

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“…Such as, Akinci et al (2010)'s research [10] focused on consumers of e-banking in Turkey, Hernon and Calvert (2005) [11] conducted a research on e-SQ in the library at Victoria University of Wellington, and Meng and Mummalaneni (2010) [12] carried out a comparative study on Chinese and African American student online shoppers. These researches are not only differed in context, population, location, and sample sizes, the dimensions they obtained did not coincide, either.…”

Section: The Lack In Models' General Applicabilitymentioning

confidence: 99%

Semantic Analysis of Online Buyer’s Review: a New Perspective to Improve the Evaluation of Electronic Service Quality in B2C E-Commerce

Chen¹,

Zhaoji²

2016

dtetr

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Abstract. The rapid growth of e-commerce placed the research of evaluating electronic service quality at the center of stage. But current researches in e-SQ evaluation face the limitations of being lacking in general applicability of the models, inadequate in measuring subject experience through rational data, and ineffective in measuring cultural factors in e-SQ. Based on analysis of limitations in current e-SQ evaluation and merits of semantic analysis, this paper proposes a new perspective to improve e-SQ evaluation by adopting semantic analysis and predicted difficulties might encounter in future studies.

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“…Each of these dimensions has been directly or indirectly investigated in previous studies addressing digital library [5], [15], [28], [32], [36], [42].…”

Section: Research Modelmentioning

confidence: 99%

“…Service Quality refers to user perception of a DL service (e.g., online access catalogue, eresources such as online database, e-books and e-journals), provided by the digital library through web site to support the information needs and individual user's specific tasks [15], [44]. Service quality is important in the context of digital library, because digital communication lacks face-to-face contacts.…”

Section: Research Modelmentioning

confidence: 99%

Testing a Multidimensional and Hierarchical Quality Assessment Model for Digital Libraries

Balog¹

2011

SIC

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Abstract. This paper proposes and tests a multidimensional and hierarchical model for quality evaluation of digital libraries (LibEval). A convenience sample of 252 undergraduate and graduate students was used. Data was collected in October 2010 by means of a paper-and-pencil questionnaire. Results from a confirmatory factor analysis utilizing structural equation modelling techniques confirm the existence of a second-order factor construct (Quality of Digital Library) and five first-order dimensions, namely: interface quality, system quality, information quality, service quality, and contextual factors. The results from this study show empirically that the five dimensions are distinct manifestations of the quality of digital libraries. The user perceives and evaluates the quality of a digital library globally and in each dimension. The LibEval instrument can be utilized to assess the quality of digital libraries from the general user's perspective.

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E-service quality in libraries: Exploring its features and dimensions

Cited by 74 publications

References 16 publications

Social reference: Toward a unifying theory

Social reference: Toward a unifying theory

Semantic Analysis of Online Buyer’s Review: a New Perspective to Improve the Evaluation of Electronic Service Quality in B2C E-Commerce

Testing a Multidimensional and Hierarchical Quality Assessment Model for Digital Libraries

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