Evaluating Electronic Service Quality in Ferdowsi University of Mashhad Libraries from their Higher Education Users and Library Staff Perspectives by an Integrated Model Based upon LibQualDigiQual and E-S-Qual

Document Type : Research Article

Authors

• Elham Yosef zadeh Najdi Tabriz
• Azam Sanatjoo

Ferdowsi University of Mashahd

10.22067/riis.v5i2.26944

Abstract

Purpose: With the entrance of information and communication technologies (ICT) in the context of libraries and with the development of electronic services, the evaluation of these kinds of services has become more important. The purpose of this study was to evaluate the quality of electronic services at the libraries of Ferdowsi University of Mashhad (FUM) form the point of view of librarians –as the service providers and the higher education students as the users.
Methodology: In order to study the perspectives of the users and the librarians towards the quality of electronic services, an integrated questionnaire including eight dimensions and 84 items with the two levels of perceived and expected service quality was used.
Findings: The findings of this study indicate that the quality of electronic services had not met the expectations of the users; thus, the quality of electronic services needs to be improved to meet the users' expectations.

Keywords

• Library electronic service quality
• LibQual
• E-S-Qual
• DigiQual
• Libraries of Ferdowsi University of Mashhad

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