Measuring Service Quality in Digital Library Services by the Research Scholars of S.O.A. University of Odisha Using E-S-QUAL Model

Abstract

Due to the development of Information and Communication Technologies, the scenario has changed in modern library services such as access to electronic or digital collections, web portals, personalized services, online library instruction, e-reference service, online document delivery, helpdesk services and electronic publishing. Today many university libraries in India offer electronic information resources to their users in order to satisfy their information needs. Managing the development and delivery of electronic library services is one of the major challenges for these libraries. The University libraries in Odisha state which is situated at the eastern part of India gradually transformed their traditional library services to e-services. Thus, it is important to understand and conceptualize library service quality in the web-based service environment and how it can be accessed. In this chapter, E-S-QUAL model is adopted to identify the criteria to assess the service quality of library website of Siksha ‘O’ Anusandhan (SOA) University located in Bhubaneswar city of Odisha from the research scholars’ viewpoints. The purpose of this study is to investigate the effects of E-S-QUAL dimensions such as efficiency, system availability, fulfillment and privacy on user’s perceived value, e-service quality and e-loyalty that influence the digital library services. With an empirical data set including 350 valid questionnaires collected through online survey from the research scholars of SOA community, the result provides a foundation for better understanding research scholars’ perceptions on e-service quality for libraries. This information is also useful to universities’ libraries website designers and service providers and in the management of web-based services.

Citation

Dalbehera, S. (2020), "Measuring Service Quality in Digital Library Services by the Research Scholars of S.O.A. University of Odisha Using E-S-QUAL Model", Sengupta, E., Blessinger, P. and Cox, M.D. (Ed.) International Perspectives on Improving Student Engagement: Advances in Library Practices in Higher Education (Innovations in Higher Education Teaching and Learning, Vol. 26), Emerald Publishing Limited, Leeds, pp. 111-126. https://doi.org/10.1108/S2055-364120200000026007