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
发表期刊Chinese Journal of Library and Information Science
ISSN1674-3393
卷号6期号:3页码:59-74
摘要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.
关键词Library Mobile Service (m-Service) Mobile Service Quality Multidimensional And Hierarchical Method Service Quality Evaluation Model
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项目资助者This work is supported by the Social Science Foundation of China (Grant No.: 12CTQ005).
文献类型期刊论文
条目标识符http://ir.las.ac.cn/handle/12502/6642
专题Journal of Data and Information Science_Chinese Journal of Library and Information Science-2013
通讯作者Zhao Yang (E-mail: yangzhao_0813@hotmail.com)
推荐引用方式
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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