Purpose

This empirical study aims to measure the performance of electronic service quality and related infrastructure in a state university library and suggests the strategies for further improvement based on this study.

Design/methodology/approach

The data collection was done through a survey questionnaire based on the 22 attributes of four e-Service quality dimensions rated on five-point Likert scale. The sample population consisted of 239 respondents comprising of different categories of users of university library.

Findings

The results of this study indicated that all four dimensions rated by the users fell between mean score 3 to 4 (good), the highest score was received in dimension online public access catalogue (OPAC) and internet service with followed by Library website, Library electronic equipment’s and e-User education. Out of total 22 e-Service quality attributes, none of the attributes received score above 4 (excellent), which indicates that still university library need to improve the current performance of e-Service quality and to take remedial steps to enhance the existing e-services and infrastructure.

Practical implications

Findings from this study could assist university library authority to sustain and enhance performance of e-Services that could achieve the core journey of the modern university libraries.

Originality/value

This study was the first endeavour for measurement of the performance of e-Service quality and related infrastructure of federal university libraries in India.

中文翻译：

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高校图书馆电子服务质量绩效评价

目的

本实证研究旨在衡量州立大学图书馆的电子服务质量和相关基础设施的性能，并在本研究的基础上提出进一步改进的策略。

设计/方法/方法

数据收集是通过基于李克特五点量表评定的四个电子服务质量维度的 22 个属性的调查问卷完成的。样本总体由 239 名受访者组成，其中包括不同类别的大学图书馆用户。

发现

本研究的结果表明，用户对四个维度的评分均介于平均分 3 到 4 之间（良好），最高分是在线公共访问目录（OPAC）和互联网服务维度，其次是图书馆网站、图书馆电子设备和电子用户教育。在总共 22 个电子服务质量属性中，没有一个属性的得分高于 4（优秀），这表明大学图书馆仍然需要提高电子服务质量的当前表现，并采取补救措施来增强现有的电子服务质量。服务和基础设施。

实际影响

这项研究的结果可以帮助大学图书馆当局维持和提高电子服务的性能，从而实现现代大学图书馆的核心旅程。

原创性/价值

这项研究是衡量印度联邦大学图书馆电子服务质量和相关基础设施性能的第一项努力。