Knowledge Commons of National Science Library，CAS
| A multidimensional and hierarchical model of library mobile service quality | |
| ZHAO Yang; CHEN Guo; Zhao Yang (E-mail: yangzhao_0813@hotmail.com) | |
| 2013-09-25 | |
| Source Publication | Chinese Journal of Library and Information Science
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| ISSN | 1674-3393 |
| Volume | 6Issue:3Pages:59-74 |
| Abstract | Purpose: Based on the understanding of the characteristics of mobile services (m-services) provided by libraries, we attempt to develop a multidimensional and hierarchical model and a specifically designed measurement scale for the assessment of libraries’ m-service quality. Design/methodology/approach: The research has been conducted sequentially in two stages. At the first stage, a multidimensional and hierarchical model of library m-service quality and a measurement scale are developed through literature review and focus group interviews. At the second stage the model is tested using partial disaggregation technique for an analysis of the data collected from over 400 library users in 3 Chinese universities. Findings: The proposed model is shown to fit the data well. The empirical analysis provides strong support for the model, which includes 4 dimensions (service environment, service interaction, information control and service effect) and 12 corresponding sub-dimensions. Research limitations: The sample size needs to be enlarged and the user types need to be expanded to make the sample more representative. Practical implications: The study provides a conceptual framework and measurement tool that can help library managers understand the users’ needs in the context of mobile network environment, and boost their libraries’ competitiveness by carrying out better services to meet the user demands. Originality/value: The proposed model and measurement scale specifically designed for the assessment of libraries’ m-service quality fully reflect the hierarchical structure of libraries’ m-service quality. In addition, by using partial disaggregation technique for model testing, we believe our research can serve as a practical reference to those engaged in the development and examination of a multidimensional and hierarchical model.; Purpose: Based on the understanding of the characteristics of mobile services (m-services) provided by libraries, we attempt to develop a multidimensional and hierarchical model and a specifically designed measurement scale for the assessment of libraries’ m-service quality. Design/methodology/approach: The research has been conducted sequentially in two stages. At the first stage, a multidimensional and hierarchical model of library m-service quality and a measurement scale are developed through literature review and focus group interviews. At the second stage the model is tested using partial disaggregation technique for an analysis of the data collected from over 400 library users in 3 Chinese universities. Findings: The proposed model is shown to fit the data well. The empirical analysis provides strong support for the model, which includes 4 dimensions (service environment, service interaction, information control and service effect) and 12 corresponding sub-dimensions. Research limitations: The sample size needs to be enlarged and the user types need to be expanded to make the sample more representative. Practical implications: The study provides a conceptual framework and measurement tool that can help library managers understand the users’ needs in the context of mobile network environment, and boost their libraries’ competitiveness by carrying out better services to meet the user demands. Originality/value: The proposed model and measurement scale specifically designed for the assessment of libraries’ m-service quality fully reflect the hierarchical structure of libraries’ m-service quality. In addition, by using partial disaggregation technique for model testing, we believe our research can serve as a practical reference to those engaged in the development and examination of a multidimensional and hierarchical model. |
| Keyword | Library Mobile Service (m-Service) Mobile Service Quality Multidimensional And Hierarchical Method Service Quality Evaluation Model |
| Subject Area | 编辑出版 |
| URL | 查看原文 |
| Funding Organization | This work is supported by the Social Science Foundation of China (Grant No.: 12CTQ005). |
| Document Type | 期刊论文 |
| Identifier | http://ir.las.ac.cn/handle/12502/6642 |
| Collection | Journal of Data and Information Science_Chinese Journal of Library and Information Science-2013 |
| Corresponding Author | Zhao Yang (E-mail: yangzhao_0813@hotmail.com) |
| Recommended Citation GB/T 7714 | ZHAO Yang,CHEN Guo,Zhao Yang . A multidimensional and hierarchical model of library mobile service quality[J]. Chinese Journal of Library and Information Science,2013,6(3):59-74. |
| APA | ZHAO Yang,CHEN Guo,&Zhao Yang .(2013).A multidimensional and hierarchical model of library mobile service quality.Chinese Journal of Library and Information Science,6(3),59-74. |
| MLA | ZHAO Yang,et al."A multidimensional and hierarchical model of library mobile service quality".Chinese Journal of Library and Information Science 6.3(2013):59-74. |
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