Influence of Service Quality on Users' Satisfaction with Mobile Library Service: A Comparison of Public and Academic Libraries

C Minghong, Q Xianjun - Proceedings of the 18th ACM/IEEE on Joint …, 2018 - dl.acm.org
C Minghong, Q Xianjun
Proceedings of the 18th ACM/IEEE on Joint Conference on Digital Libraries, 2018dl.acm.org
Mobile service in libraries has become very popular in last few years. To notify the
meaningful factors for the satisfaction with mobile library services, this study focuses on
service quality and divides the factor into 4 sub-dimensions: resource quality, environment
quality, interaction quality and outcome quality. The empirical findings revealed most sub-
dimensions of service quality to be significant in explaining users' satisfaction. Moreover, it
was found that, there were different perception between public and academic library user …
Mobile service in libraries has become very popular in last few years. To notify the meaningful factors for the satisfaction with mobile library services, this study focuses on service quality and divides the factor into 4 sub-dimensions: resource quality, environment quality, interaction quality and outcome quality. The empirical findings revealed most sub-dimensions of service quality to be significant in explaining users' satisfaction. Moreover, it was found that, there were different perception between public and academic library user groups regarding the sub-dimensions of mobile service quality and their influences on users' satisfaction.
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