Assessing E-service Quality of Digital Libraries

디지털도서관의 e-서비스품질 평가에 관한 연구

  • 황재영 (국방과학연구소 전산정보센터) ;
  • 이응봉 (충남대학교 사회과학대학 문헌정보학과) ;
  • 김종환 (국방과학연구소 전산정보센터)
  • Published : 2007.09.30


In this study the need for new service qualify assessment scale is investigated to cope with the paradigm change in library information service and the dimension and model for e-service quality assessment applicable to a digital library are developed. In order to verify newly proposed dimension and model for e-service qualify assessment, the dimension which is developed by employing data collected from NDSL(National Digital Science Library) and its factor are analyzed and casuality analysis between independent and dependent variables is executed based on the proposed e-service qualify model We also analyze the gap between customer's ideal expectation and perception and, finally investigate what is the most important dimension among e-service quality in the digital library from the customer's point of view.


Assessing E-service Quality;Digital Libraries;GaP Analysis


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