東華大學圖書館 |

Language: English

Help

回圖書館首頁

手機版館藏查詢

Back

Switch To: Labeled | MARC Mode | ISBD

The Applicability of E-S-QUAL for As...

Kim, Hae Min.

Linked to FindBook

Google Book

Amazon

博客來

The Applicability of E-S-QUAL for Assessing the Service Quality of Social Media Services in Academic Libraries.

Record Type:	Electronic resources : Monograph/item
Title/Author:	The Applicability of E-S-QUAL for Assessing the Service Quality of Social Media Services in Academic Libraries./
Author:	Kim, Hae Min.
Description:	136 p.
Notes:	Source: Dissertation Abstracts International, Volume: 76-10(E), Section: A.
Contained By:	Dissertation Abstracts International76-10A(E).
Subject:	Information science. -
Online resource:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=3705493
ISBN:	9781321786170

The Applicability of E-S-QUAL for Assessing the Service Quality of Social Media Services in Academic Libraries.
Kim, Hae Min.

The Applicability of E-S-QUAL for Assessing the Service Quality of Social Media Services in Academic Libraries. - 136 p.

Source: Dissertation Abstracts International, Volume: 76-10(E), Section: A.

Thesis (Ph.D.)--Drexel University, 2015.

Libraries of all types are using an increasing range of online applications for services to connect and communicate with their users. Their emerging use of social media for service delivery emphasizes the need for understanding user perceptions on service quality in order to meet user needs. However, studies about social media in libraries have found several limitations in identifying user perceptions, including outdated evaluation statements, fragmented quantitative information from applications, and a lack of measurement instruments. This study addresses some of these gaps by examining the applicability of the E-S-QUAL instrument, which was developed by Parasuraman et al. (2005), for measuring the service quality of library social media services. E-S-QUAL has never been applied in the library service field. Nine hypotheses address the applicability in terms of 1) the scale's reliability and validity, 2) the relationships between user-perceived service quality and three related variables to service quality (overall quality, customers' perceived value of information, and loyalty intentions), and 3) the scale's potential to identify differences between user-perceived importance for a library social media service and their-perceived performance of the service.

ISBN: 9781321786170Subjects--Topical Terms:

554358
Information science.

The Applicability of E-S-QUAL for Assessing the Service Quality of Social Media Services in Academic Libraries.
LDR:03710nmm a2200301 4500 001 2067692
005 20160418090149.5
008 170521s2015 ||||||||||||||||| ||eng d
020 $a 9781321786170
035 $a (MiAaPQ)AAI3705493
035 $a AAI3705493
040 $a MiAaPQ $c MiAaPQ
100 1 $a Kim, Hae Min. $3 3182551
245 1 4 $a The Applicability of E-S-QUAL for Assessing the Service Quality of Social Media Services in Academic Libraries.
300 $a 136 p.
500 $a Source: Dissertation Abstracts International, Volume: 76-10(E), Section: A.
500 $a Adviser: Danuta Ann Nitecki.
502 $a Thesis (Ph.D.)--Drexel University, 2015.
520 $a Libraries of all types are using an increasing range of online applications for services to connect and communicate with their users. Their emerging use of social media for service delivery emphasizes the need for understanding user perceptions on service quality in order to meet user needs. However, studies about social media in libraries have found several limitations in identifying user perceptions, including outdated evaluation statements, fragmented quantitative information from applications, and a lack of measurement instruments. This study addresses some of these gaps by examining the applicability of the E-S-QUAL instrument, which was developed by Parasuraman et al. (2005), for measuring the service quality of library social media services. E-S-QUAL has never been applied in the library service field. Nine hypotheses address the applicability in terms of 1) the scale's reliability and validity, 2) the relationships between user-perceived service quality and three related variables to service quality (overall quality, customers' perceived value of information, and loyalty intentions), and 3) the scale's potential to identify differences between user-perceived importance for a library social media service and their-perceived performance of the service.
520 $a Online surveys were used to collect data in five academic university libraries in North America offering Twitter services. A questionnaire based on a modified version of E-S-QUAL was distributed through library social media accounts, and a total of 266 responses were analyzed. Multivariate statistical methods were used to analyze the data, including exploratory and confirmatory factor analysis, correlation, regression analysis, and t-test in order to identify reliability, dimensionality, and convergent, discriminant, predictive, nomological, and known-group validity using SPSS and Amos.
520 $a This study found that the modified E-S-QUAL has good reliability and relationships with criterion variables as an instrument to measure the service quality of library Twitter accounts in four dimensions. Although some psychometric properties of the scale were supported, dimensionality and validity tests diagnosed the possibility of within-measure and across-measure correlational systematic error. In order to reduce the possibility of such errors, rewording shared phrases in different constructs and different items' sequence on the questionnaire is suggested for application of the E-S-QUAL instrument for assessment of service quality of Twitter used by academic libraries. The results of this study help library managers apply the instrument to measure service quality, determine directions and strategies for social media services, and improve their performance to meet and exceed user needs.
590 $a School code: 0065.
650 4 $a Information science. $3 554358
650 4 $a Library science. $3 539284
690 $a 0723
690 $a 0399
710 2 $a Drexel University. $b Information Studies. $3 3177666
773 0 $t Dissertation Abstracts International $g 76-10A(E).
790 $a 0065
791 $a Ph.D.
792 $a 2015
793 $a English
856 4 0 $u http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=3705493