Dissertation Information for Yunkeum Kim NAME: - Yunkeum Kim
DEGREE:
- Ph.D.
DISCIPLINE:
- Library and Information Science
SCHOOL:
- University of Wisconsin, Madison (USA) (2003)
ADVISORS: - Louise S. Robbins
COMMITTEE MEMBERS: - Dianne Hopkins - Ray Aldag - Ethelene Whitmire - Greg Downey
MPACT Status: Fully Complete
Title: Measuring and assessing Internet service quality at public libraries
Abstract: This dissertation research is an exploratory study designed to identify key dimensions of Internet service quality at public libraries by providing a systematic framework for measuring and assessing the quality of Internet service. The study uses a modified SERVQUAL instrument that incorporates some LibQUAL+ items to find key Internet service quality dimensions and the relationship between these dimensions (along with user demographic and Internet use variables) and user satisfaction or intention to refer others to the service.
Based on the use of adapted service quality instruments in both business marketing and library and information science fields, a 29-item survey instrument was developed, which measures Internet service users' perceived service performance (SERVPERF). The survey was administered to Internet service users at four public libraries. A total of 386 usable surveys were collected at four research sites during a one-month data collection period.
Using an exploratory factor analysis, the study identified four factors with 20 items, named Service Affect, Tangibles, Personal Control, and Printing/Downloading, as key dimensions for public library Internet service quality. Since the survey questionnaire was developed based on the preconceived dimensions, analyses of the relationship between Internet service quality dimensions (along with demographic and Internet use variables) and user satisfaction or service referral intention were performed for both un-weighted and weighted (by users' importance rating scores) factor scores, by using linear regression and ANOVA. Among the four un-weighted dimensions, Personal Control and Service Affect dimensions showed statistically significant, positive relationships with both user satisfaction and service referral intention. In analysis with weighted dimensions, however, Personal Control was the only dimension significantly related to user satisfaction, while both Personal Control and Service Affect had statistically significant effects on service referral intention. None of the demographic variables exhibited significant relationships with user satisfaction or service referral intention. The users' level of expertise, the years of use, and the experience of having taken instructional classes for Internet use showed significant relationships only to user satisfaction, not to service referral intention. Finally, the users' satisfaction was positively correlated to their intention to refer others to the service.
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MPACT Scores for Yunkeum Kim A = 0
C = 0
A+C = 0
T = 0
G = 0
W = 0
TD = 0
TA = 0
calculated 2008-01-31 06:27:49
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