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Vol.27 No.1
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A Study on the Customer Perceptions of Service Quality for Library E-Service: Based on Zeithaml & Bitner's Model

Journal of the Korean Society for Information Management / Journal of the Korean Society for Information Management, (P)1013-0799; (E)2586-2073
2010, v.27 no.1, pp.119-136
https://doi.org/10.3743/KOSIM.2010.27.1.119

(2010). A Study on the Customer Perceptions of Service Quality for Library E-Service: Based on Zeithaml & Bitner's Model. Journal of the Korean Society for Information Management, 27(1), 119-136, https://doi.org/10.3743/KOSIM.2010.27.1.119
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Abstract

The purpose of this study is to suggest a revised model for library e-service quality research based on Zeithaml & Bitner's model. To achieve this purpose, this study reviews the previous literature related to the study of service quality and e-service. According to the study results, ‘physical quality’ is the most important factor which influences on the customer perceptions of library e-service quality. Furthermore, this study suggests eight service quality dimensions of ‘physical quality’ for library e-service. In addition, customer's personal factors and previous experiences with similar services can be regarded as important factors which influence on the ‘physical quality’ of library e-service.

keywords
library E-Service, physical quality, service quality, customer perceptions, 도서관 E-Service, 환경적 품질, 서비스 품질, 소비자 인식, library E-Service, physical quality, service quality, customer perceptions

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