Investigating e-service quality criteria for university library: a focus group study

  • Olga Einasto Head of Library Services, University of Tartu Library, PhD student, University of Tartu

Abstract

In the age of self-service technologies, library specialists need to understand what criteria are used by customers to evaluate library services. This study contributes to the literature by identifying the major e-service evaluation criteria from the point of view of users of the largest university library in Estonia. Focus groups were used to identify the most significant criteria of e-service quality, and participants brought out 15 quality criteria. The list of criteria is explained and discussed. 

Published
2017-05-28
How to Cite
EINASTO, Olga. Investigating e-service quality criteria for university library: a focus group study. Qualitative and Quantitative Methods in Libraries, [S.l.], v. 3, n. 3, p. 713-721, may 2017. ISSN 2241-1925. Available at: <http://qqml-journal.net/index.php/qqml/article/view/180>. Date accessed: 11 july 2020.