Volume : 6, Issue : 5, May - 2017

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

Ting Mu Huang, Deniel Y. Chang

Abstract :

<span style="font-size:10.0pt;line-height:115%;font-family:"Times New Roman",serif;
mso-fareast-font-family:PMingLiU;mso-fareast-theme-font:minor-fareast;
mso-ansi-language:EN-US;mso-fareast-language:EN-US;mso-bidi-language:AR-SA">In this study,<span style="font-size:10.0pt;line-height:115%;font-family:
"Times New Roman",serif;mso-fareast-font-family:PMingLiU;mso-fareast-theme-font:
minor-fareast;mso-ansi-language:EN-US;mso-fareast-language:ZH-TW;mso-bidi-language:
AR-SA"> <span style="font-size:10.0pt;line-height:115%;font-family:"Times New Roman",serif;
mso-fareast-font-family:PMingLiU;mso-fareast-theme-font:minor-fareast;
mso-ansi-language:EN-US;mso-fareast-language:EN-US;mso-bidi-language:AR-SA">a multi-stage scale development procedure was conducted <span style="font-size:10.0pt;line-height:115%;font-family:"Times New Roman",serif;
mso-fareast-font-family:PMingLiU;mso-fareast-theme-font:minor-fareast;
mso-ansi-language:EN-US;mso-fareast-language:ZH-TW;mso-bidi-language:AR-SA">in order<span style="font-size:10.0pt;line-height:115%;font-family:"Times New Roman",serif;
mso-fareast-font-family:PMingLiU;mso-fareast-theme-font:minor-fareast;
mso-ansi-language:EN-US;mso-fareast-language:EN-US;mso-bidi-language:AR-SA"> to <span style="font-size:10.0pt;line-height:115%;font-family:"Times New Roman",serif;
mso-fareast-font-family:PMingLiU;mso-fareast-theme-font:minor-fareast;
mso-ansi-language:EN-US;mso-fareast-language:ZH-TW;mso-bidi-language:AR-SA">identify<span style="font-size:10.0pt;line-height:115%;font-family:"Times New Roman",serif;
mso-fareast-font-family:PMingLiU;mso-fareast-theme-font:minor-fareast;
mso-ansi-language:EN-US;mso-fareast-language:EN-US;mso-bidi-language:AR-SA"> and disclose the factor structure for assessing <span style="font-size:
10.0pt;line-height:115%;font-family:"Times New Roman",serif;mso-fareast-font-family:
PMingLiU;mso-fareast-theme-font:minor-fareast;mso-ansi-language:EN-US;
mso-fareast-language:ZH-TW;mso-bidi-language:AR-SA">the <span style="font-size:10.0pt;line-height:115%;font-family:"Times New Roman",serif;
mso-fareast-font-family:PMingLiU;mso-fareast-theme-font:minor-fareast;
mso-ansi-language:EN-US;mso-fareast-language:EN-US;mso-bidi-language:AR-SA">service quality<span style="font-size:10.0pt;line-height:115%;font-family:"Times New Roman",serif;
mso-fareast-font-family:PMingLiU;mso-fareast-theme-font:minor-fareast;
mso-ansi-language:EN-US;mso-fareast-language:ZH-TW;mso-bidi-language:AR-SA"> of liary and information center(LIC) at Taiwanese universities that is lacking of information from the literature<span style="font-size:10.0pt;
line-height:115%;font-family:"Times New Roman",serif;mso-fareast-font-family:
PMingLiU;mso-fareast-theme-font:minor-fareast;mso-ansi-language:EN-US;
mso-fareast-language:EN-US;mso-bidi-language:AR-SA">. <span style="font-size:10.0pt;line-height:115%;font-family:"Times New Roman",serif;
mso-fareast-font-family:PMingLiU;mso-fareast-theme-font:minor-fareast;
mso-ansi-language:EN-US;mso-fareast-language:ZH-TW;mso-bidi-language:AR-SA">Therefore, according to the dimensions and scales of SERVQUAL<span style="font-size:10.0pt;line-height:115%;font-family:"Times New Roman",serif;
mso-fareast-font-family:PMingLiU;mso-fareast-theme-font:minor-fareast;
mso-ansi-language:EN-US;mso-fareast-language:EN-US;mso-bidi-language:AR-SA">,<span style="font-size:10.0pt;line-height:115%;font-family:"Times New Roman",serif;
mso-fareast-font-family:PMingLiU;mso-fareast-theme-font:minor-fareast;
mso-ansi-language:EN-US;mso-fareast-language:ZH-TW;mso-bidi-language:AR-SA"> E-S-QUAL and LibQUAL+TM<span style="font-size:10.0pt;line-height:115%;font-family:"Times New Roman",serif;
mso-fareast-font-family:PMingLiU;mso-fareast-theme-font:minor-fareast;
mso-ansi-language:EN-US;mso-fareast-language:EN-US;mso-bidi-language:AR-SA"> service quality <span style="font-size:10.0pt;line-height:115%;
font-family:"Times New Roman",serif;mso-fareast-font-family:PMingLiU;
mso-fareast-theme-font:minor-fareast;mso-ansi-language:EN-US;mso-fareast-language:
ZH-TW;mso-bidi-language:AR-SA">models, to e<span style="font-size:10.0pt;
line-height:115%;font-family:"Times New Roman",serif;mso-fareast-font-family:
PMingLiU;mso-fareast-theme-font:minor-fareast;mso-ansi-language:EN-US;
mso-fareast-language:EN-US;mso-bidi-language:AR-SA">stablish <span style="font-size:10.0pt;line-height:115%;font-family:"Times New Roman",serif;
mso-fareast-font-family:PMingLiU;mso-fareast-theme-font:minor-fareast;
color:#222222;mso-ansi-language:EN-US;mso-fareast-language:ZH-TW;mso-bidi-language:
AR-SA;mso-bidi-font-weight:bold">a <span style="font-size:10.0pt;
line-height:115%;font-family:"Times New Roman",serif;mso-fareast-font-family:
PMingLiU;mso-fareast-theme-font:minor-fareast;mso-ansi-language:EN-US;
mso-fareast-language:EN-US;mso-bidi-language:AR-SA">service quality <span style="font-size:10.0pt;line-height:115%;font-family:"Times New Roman",serif;
mso-fareast-font-family:PMingLiU;mso-fareast-theme-font:minor-fareast;
mso-ansi-language:EN-US;mso-fareast-language:ZH-TW;mso-bidi-language:AR-SA">scale for supporting Taiwanese liary and information center. The research <span style="font-size:10.0pt;line-height:115%;font-family:"Times New Roman",serif;
mso-fareast-font-family:PMingLiU;mso-fareast-theme-font:minor-fareast;
mso-ansi-language:EN-US;mso-fareast-language:EN-US;mso-bidi-language:AR-SA">contains <span style="font-size:10.0pt;line-height:115%;font-family:"Times New Roman",serif;
mso-fareast-font-family:PMingLiU;mso-fareast-theme-font:minor-fareast;
mso-ansi-language:EN-US;mso-fareast-language:ZH-TW;mso-bidi-language:AR-SA">six<span style="font-size:10.0pt;line-height:115%;font-family:"Times New Roman",serif;
mso-fareast-font-family:PMingLiU;mso-fareast-theme-font:minor-fareast;
mso-ansi-language:EN-US;mso-fareast-language:EN-US;mso-bidi-language:AR-SA"> factors:<span style="font-size:10.0pt;line-height:115%;font-family:"Times New Roman",serif;
mso-fareast-font-family:PMingLiU;mso-fareast-theme-font:minor-fareast;
mso-ansi-language:EN-US;mso-fareast-language:ZH-TW;mso-bidi-language:AR-SA"> T<span style="font-size:10.0pt;line-height:115%;font-family:"Times New Roman",serif;
mso-fareast-font-family:PMingLiU;mso-fareast-theme-font:minor-fareast;
mso-ansi-language:EN-US;mso-fareast-language:EN-US;mso-bidi-language:AR-SA">angibles,<span style="font-size:10.0pt;line-height:115%;font-family:"Times New Roman",serif;
mso-fareast-font-family:PMingLiU;mso-fareast-theme-font:minor-fareast;
mso-ansi-language:EN-US;mso-fareast-language:ZH-TW;mso-bidi-language:AR-SA"> Reliability<span style="font-size:10.0pt;
line-height:115%;font-family:"Times New Roman",serif;mso-fareast-font-family:
PMingLiU;mso-fareast-theme-font:minor-fareast;mso-ansi-language:EN-US;
mso-fareast-language:EN-US;mso-bidi-language:AR-SA">, Responsiveness<span style="font-size:10.0pt;line-height:115%;font-family:"Times New Roman",serif;
mso-fareast-font-family:PMingLiU;mso-fareast-theme-font:minor-fareast;
mso-ansi-language:EN-US;mso-fareast-language:EN-US;mso-bidi-language:AR-SA">, Assurance,<span style="font-size:10.0pt;line-height:115%;font-family:"Times New Roman",serif;
mso-fareast-font-family:PMingLiU;mso-fareast-theme-font:minor-fareast;
mso-ansi-language:EN-US;mso-fareast-language:EN-US;mso-bidi-language:AR-SA"> Empathy, <span style="font-size:10.0pt;line-height:115%;font-family:
"Times New Roman",serif;mso-fareast-font-family:PMingLiU;mso-fareast-theme-font:
minor-fareast;mso-ansi-language:EN-US;mso-fareast-language:EN-US;mso-bidi-language:
AR-SA">and System Availability.<span style="font-size:10.0pt;line-height:115%;font-family:"Times New Roman",serif;
mso-fareast-font-family:PMingLiU;mso-fareast-theme-font:minor-fareast;
mso-ansi-language:EN-US;mso-fareast-language:ZH-TW;mso-bidi-language:AR-SA"> The result of research <span style="font-size:10.0pt;line-height:115%;
font-family:"Times New Roman",serif;mso-fareast-font-family:PMingLiU;
mso-fareast-theme-font:minor-fareast;mso-ansi-language:EN-US;mso-fareast-language:
EN-US;mso-bidi-language:AR-SA">provide<span style="font-size:10.0pt;
line-height:115%;font-family:"Times New Roman",serif;mso-fareast-font-family:
PMingLiU;mso-fareast-theme-font:minor-fareast;mso-ansi-language:EN-US;
mso-fareast-language:ZH-TW;mso-bidi-language:AR-SA">d<span style="font-size:10.0pt;line-height:115%;font-family:"Times New Roman",serif;
mso-fareast-font-family:PMingLiU;mso-fareast-theme-font:minor-fareast;
mso-ansi-language:EN-US;mso-fareast-language:EN-US;mso-bidi-language:AR-SA"> an effective and robust evaluation tool <span style="font-size:10.0pt;
line-height:115%;font-family:"Times New Roman",serif;mso-fareast-font-family:
PMingLiU;mso-fareast-theme-font:minor-fareast;mso-ansi-language:EN-US;
mso-fareast-language:ZH-TW;mso-bidi-language:AR-SA">to the Liary<span style="font-size:10.0pt;line-height:115%;font-family:"Times New Roman",serif;
mso-fareast-font-family:PMingLiU;mso-fareast-theme-font:minor-fareast;
mso-ansi-language:EN-US;mso-fareast-language:EN-US;mso-bidi-language:AR-SA"> <span style="font-size:10.0pt;line-height:115%;font-family:"Times New Roman",serif;
mso-fareast-font-family:PMingLiU;mso-fareast-theme-font:minor-fareast;
mso-ansi-language:EN-US;mso-fareast-language:ZH-TW;mso-bidi-language:AR-SA">and Information<span style="font-size:10.0pt;line-height:115%;font-family:
"Times New Roman",serif;mso-fareast-font-family:PMingLiU;mso-fareast-theme-font:
minor-fareast;mso-ansi-language:EN-US;mso-fareast-language:EN-US;mso-bidi-language:
AR-SA"> <span style="font-size:10.0pt;line-height:115%;font-family:"Times New Roman",serif;
mso-fareast-font-family:PMingLiU;mso-fareast-theme-font:minor-fareast;
mso-ansi-language:EN-US;mso-fareast-language:ZH-TW;mso-bidi-language:AR-SA">C<span style="font-size:10.0pt;line-height:115%;font-family:"Times New Roman",serif;
mso-fareast-font-family:PMingLiU;mso-fareast-theme-font:minor-fareast;
mso-ansi-language:EN-US;mso-fareast-language:EN-US;mso-bidi-language:AR-SA">enter<span style="font-size:10.0pt;line-height:115%;font-family:"Times New Roman",serif;
mso-fareast-font-family:PMingLiU;mso-fareast-theme-font:minor-fareast;
mso-ansi-language:EN-US;mso-fareast-language:ZH-TW;mso-bidi-language:AR-SA"> for conducting appropriate service quality assessment and benefited <span style="font-size:10.0pt;line-height:115%;font-family:"Times New Roman",serif;
mso-fareast-font-family:PMingLiU;mso-fareast-theme-font:minor-fareast;
mso-ansi-language:EN-US;mso-fareast-language:EN-US;mso-bidi-language:AR-SA">users<span style="font-size:10.0pt;line-height:115%;font-family:"Times New Roman",serif;
mso-fareast-font-family:PMingLiU;mso-fareast-theme-font:minor-fareast;
mso-ansi-language:EN-US;mso-fareast-language:ZH-TW;mso-bidi-language:AR-SA">, <span style="font-size:10.0pt;line-height:115%;font-family:"Times New Roman",serif;
mso-fareast-font-family:PMingLiU;mso-fareast-theme-font:minor-fareast;
mso-ansi-language:EN-US;mso-fareast-language:EN-US;mso-bidi-language:AR-SA">researchers<span style="font-size:10.0pt;line-height:115%;font-family:"Times New Roman",serif;
mso-fareast-font-family:PMingLiU;mso-fareast-theme-font:minor-fareast;
mso-ansi-language:EN-US;mso-fareast-language:ZH-TW;mso-bidi-language:AR-SA"> for further investigating service quality issues in LIC.

Keywords :

Library and Information Center (LIC) Dimensions Scale Service Quality

Article:

Download PDF Journal DOI : 10.15373/2249555X

Cite This Article:

Ting-Mu Huang, Deniel Y. Chang, Research on Establishing Service Quality Scale at University Library and Information Center in Taiwan, GLOBAL JOURNAL FOR RESEARCH ANALYSIS : VOLUME-6 | Issue‾5 | May‾2017