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 PublicationChinese Journal of Library and Information Science
ISSN1674-3393
Volume6Issue:3Pages:59-74
AbstractPurpose: 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.
KeywordLibrary 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 OrganizationThis work is supported by the Social Science Foundation of China (Grant No.: 12CTQ005).
Document Type期刊论文
Identifierhttp://ir.las.ac.cn/handle/12502/6642
CollectionJournal of Data and Information Science_Chinese Journal of Library and Information Science-2013
Corresponding AuthorZhao 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.
Files in This Item: Download All
File Name/Size DocType Version Access License
Yang ZHAO.pdf(3360KB) 开放获取View Download
Related Services
Recommend this item
Bookmark
Usage statistics
Export to Endnote
Google Scholar
Similar articles in Google Scholar
[ZHAO Yang]'s Articles
[CHEN Guo]'s Articles
[Zhao Yang (E-mail: yangzhao_0813@hotmail.com)]'s Articles
Baidu academic
Similar articles in Baidu academic
[ZHAO Yang]'s Articles
[CHEN Guo]'s Articles
[Zhao Yang (E-mail: yangzhao_0813@hotmail.com)]'s Articles
Bing Scholar
Similar articles in Bing Scholar
[ZHAO Yang]'s Articles
[CHEN Guo]'s Articles
[Zhao Yang (E-mail: yangzhao_0813@hotmail.com)]'s Articles
Terms of Use
No data!
Social Bookmark/Share
File name: Yang ZHAO.pdf
Format: Adobe PDF
All comments (0)
No comment.
 

Items in the repository are protected by copyright, with all rights reserved, unless otherwise indicated.