Research on Establishing Service Quality Scale at University Library and Information Center in Taiwan

Ting-Mu Huang; Deniel Y. Chang

Volume : VI, Issue : V, May - 2017

Research on Establishing Service Quality Scale at University Library and Information Center in Taiwan

Ting Mu Huang, Deniel Y. Chang

Abstract :

In this study, a multi-stage scale development procedure was conducted in order to identify and disclose the factor structure for assessing the service quality of liary and information center(LIC) at Taiwanese universities that is lacking of information from the literature. Therefore, according to the dimensions and scales of SERVQUAL, E-S-QUAL and LibQUAL^+TM service quality models, to establish a service quality scale for supporting Taiwanese liary and information center. The research contains six factors: Tangibles, Reliability, Responsiveness, Assurance, Empathy, and System Availability. The result of research provided an effective and robust evaluation tool to the Liary and Information Center for conducting appropriate service quality assessment and benefited users, researchers for further investigating service quality issues in LIC.