메뉴 건너뛰기




Volumn 12, Issue 3, 2011, Pages 214-236

Revisiting digital libraries quality: A multiple-item scale approach

Author keywords

Digital libraries; Portugal; Service quality; Stakeholders

Indexed keywords


EID: 82555196039     PISSN: 14678047     EISSN: None     Source Type: Journal    
DOI: 10.1108/14678041111196677     Document Type: Article
Times cited : (7)

References (47)
  • 1
    • 33746796961 scopus 로고
    • An empirical assessment of the SERVQUAL scale
    • Babakus, E. and Boller, G.W. (1992), "An empirical assessment of the SERVQUAL scale" in Journal of Business Research, Vol. 24, No. 3, pp. 253-68.
    • (1992) Journal of Business Research , vol.24 , Issue.3 , pp. 253-268
    • Babakus, E.1    Boller, G.W.2
  • 6
    • 27544444561 scopus 로고
    • Improving the measurement of service quality
    • Brown, T.J., Churchill, G.A. Jr and Peter, J.P. (1993), "Improving the measurement of service quality" in Journal of Retailing, Vol. 69, No. 1, pp. 127-39.
    • (1993) Journal of Retailing , vol.69 , Issue.1 , pp. 127-139
    • Brown, T.J.1    Churchill Jr., G.A.2    Peter, J.P.3
  • 7
    • 84986180485 scopus 로고    scopus 로고
    • Service improvements in public services using SERVQUAL
    • Brysland, A. and Curry, A. (2001), "Service improvements in public services using SERVQUAL" in Managing Service Quality, Vol. 11, No. 6, pp. 389-401.
    • (2001) Managing Service Quality , vol.11 , Issue.6 , pp. 389-401
    • Brysland, A.1    Curry, A.2
  • 8
    • 0002946738 scopus 로고
    • Further dimensions of public library effectiveness II: The second stage of the New Zealand study
    • Calvert, P.J. and Cullen, R.J. (1994), "Further dimensions of public library effectiveness II: the second stage of the New Zealand study" in Library & Information Science, Vol. 16, No. 2, pp. 87-104.
    • (1994) Library & Information Science , vol.16 , Issue.2 , pp. 87-104
    • Calvert, P.J.1    Cullen, R.J.2
  • 9
    • 0002596497 scopus 로고
    • Consumer perceptions of service quality: An assessment of the SERVQUAL dimensions
    • Carman, J.M. (1990), "Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions" in Journal of Retailing, Vol. 66, No. 1, pp. 33-55.
    • (1990) Journal of Retailing , vol.66 , Issue.1 , pp. 33-55
    • Carman, J.M.1
  • 12
    • 0002381637 scopus 로고
    • Measuring service quality: A re-examination and extension
    • Cronin, J.J. and Taylor, S.A. (1992), "Measuring service quality: a re-examination and extension" in Journal of Marketing, Vol. 56, No. 3, pp. 56-68.
    • (1992) Journal of Marketing , vol.56 , Issue.3 , pp. 56-68
    • Cronin, J.J.1    Taylor, S.A.2
  • 13
    • 26444439965 scopus 로고    scopus 로고
    • Does performance measurement improve organisational effectiveness? A postmodern analysis
    • Cullen, R. (1999), "Does performance measurement improve organisational effectiveness? A postmodern analysis" in Performance Measurement & Metrics, Vol. 1, No. 1, pp. 9-30.
    • (1999) Performance Measurement & Metrics , vol.1 , Issue.1 , pp. 9-30
    • Cullen, R.1
  • 15
    • 0000490061 scopus 로고
    • Further dimensions of public library effectiveness: Report on a parallel New Zealand study
    • Cullen, R. and Calvert, P.J. (1993), "Further dimensions of public library effectiveness: report on a parallel New Zealand study" in Library & Information Science Research, Vol. 15, No. 2, pp. 143-64.
    • (1993) Library & Information Science Research , vol.15 , Issue.2 , pp. 143-164
    • Cullen, R.1    Calvert, P.J.2
  • 16
    • 84986019055 scopus 로고    scopus 로고
    • Innovation in public service management
    • available at
    • Curry, A. (1999), "Innovation in public service management", Managing Service Quality, Vol. 9 No. 3, pp. 180-190, available at: www.emeraldinsight.com/10.1108/09604529910267082.
    • (1999) Managing Service Quality , vol.9 , Issue.3 , pp. 180-190
    • Curry, A.1
  • 18
    • 33947110887 scopus 로고    scopus 로고
    • An empirical assessment and application of SERVQUAL in mainland China's mobile communications industry
    • Fujun, L., Joe, H., Dahui, L. and Changhong, B. (2007), "An empirical assessment and application of SERVQUAL in mainland China's mobile communications industry" in The International Journal of Quality & Reliability Management, Vol. 24, No. 3, pp. 244-62.
    • (2007) The International Journal of Quality & Reliability Management , vol.24 , Issue.3 , pp. 244-262
    • Fujun, L.1    Joe, H.2    Dahui, L.3    Changhong, B.4
  • 21
    • 27544470250 scopus 로고    scopus 로고
    • Developing the DigiQUAL protocol for digital library evaluation
    • available at, (accessed 3 June, 2009)
    • Kyrillidou, M. and Giersch, S. (2005), "Developing the DigiQUAL protocol for digital library evaluation", Proceedings of the 5th JOINT Conference on Digital Libraries, available at: www.libqual.org/documents/admin/digiqual-jcdl05-v5.pdf (accessed 3 June, 2009).
    • (2005) Proceedings of the 5th JOINT Conference on Digital Libraries
    • Kyrillidou, M.1    Giersch, S.2
  • 25
    • 82555164645 scopus 로고    scopus 로고
    • paper presented at the XVI Seminário Nacional de Bibliotecas Universitárias, Rio de Janeiro, available at, (acessed 22 March, 2010)
    • Melo, L.B. and Pires, C. (2009), "O valor da informação científica em Portugal: estudo do caso b-on", paper presented at the XVI Seminário Nacional de Bibliotecas Universitárias, Rio de Janeiro, available at: www.sibi.ufrj.br/snbu/pdfs/posters//final_009.pdf (acessed 22 March, 2010).
    • (2009) O valor da informação científica em Portugal: Estudo do caso b-on
    • Melo, L.B.1    Pires, C.2
  • 26
    • 84958804013 scopus 로고    scopus 로고
    • Personalization on the net using web mining
    • Mulvenna, M.D., Anand, S.S. and Buchner, A.G. (2000), "Personalization on the net using web mining" in Communications of the ACM, Vol. 43, No. 8, pp. 122-5.
    • (2000) Communications of the ACM , vol.43 , Issue.8 , pp. 122-125
    • Mulvenna, M.D.1    Anand, S.S.2    Buchner, A.G.3
  • 27
    • 0030493253 scopus 로고    scopus 로고
    • Changing the concept and measure of service quality in academic libraries
    • Nitecki, D.A. (1996), "Changing the concept and measure of service quality in academic libraries" in The Journal of Academic Librarianship, Vol. 22, pp. 181-90.
    • (1996) The Journal of Academic Librarianship , vol.22 , pp. 181-190
    • Nitecki, D.A.1
  • 28
  • 29
    • 0001312089 scopus 로고
    • SERVQUAL: A multi-item scale measuring consumer perceptions of service quality
    • Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988), "SERVQUAL: a multi-item scale measuring consumer perceptions of service quality" in Journal of Retailing, Vol. 64, No. 1, pp. 12-37.
    • (1988) Journal of Retailing , vol.64 , Issue.1 , pp. 12-37
    • Parasuraman, A.1    Zeithaml, V.A.2    Berry, L.L.3
  • 30
    • 0000977997 scopus 로고
    • Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria
    • Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1994), "Alternative scales for measuring service quality: a comparative assessment based on psychometric and diagnostic criteria" in Journal of Retailing, Vol. 70, No. 3, pp. 201-30.
    • (1994) Journal of Retailing , vol.70 , Issue.3 , pp. 201-230
    • Parasuraman, A.1    Zeithaml, V.A.2    Berry, L.L.3
  • 31
    • 20444499779 scopus 로고    scopus 로고
    • E-S-QUAL: A multiple-item scale for assessing electronic service quality
    • Parasuraman, A., Zeithaml, V.A. and Malhotra, A. (2005), "E-S-QUAL: a multiple-item scale for assessing electronic service quality" in Journal of Service Research: JSR, Vol. 7, No. 3, pp. 213-33.
    • (2005) Journal of Service Research: JSR , vol.7 , Issue.3 , pp. 213-233
    • Parasuraman, A.1    Zeithaml, V.A.2    Malhotra, A.3
  • 32
    • 82555162960 scopus 로고    scopus 로고
    • Integrated approach to the evaluation of digital libraries: An emerging strategy for managing resources, capabilities and results
    • Heaney, M. (Ed.), K.G. Saur, München
    • Pinto, L.G., Ochôa, P. and Vinagre, M.H. (2009), "Integrated approach to the evaluation of digital libraries: an emerging strategy for managing resources, capabilities and results" in Heaney, M. (Ed.), Library Statistics for the 21st Century World, K.G. Saur, München, pp. 273-88.
    • (2009) Library Statistics for the 21st Century World , pp. 273-288
    • Pinto, L.G.1    Ochôa, P.2    Vinagre, M.H.3
  • 34
    • 84880501055 scopus 로고    scopus 로고
    • Evaluating the library web site: statistics and quality measures
    • August 19-23, available at, (accessed 29 September, 2008)
    • Poll, R. (2007), "Evaluating the library web site: statistics and quality measures", Proceedings of the 73rd IFLA General Conference and Council, August 19-23, available at: www.ifla.org/IV/ifla73/papers/074-Poll-en.pdf (accessed 29 September, 2008).
    • (2007) Proceedings of the 73rd IFLA General Conference and Council
    • Poll, R.1
  • 36
    • 82555171763 scopus 로고    scopus 로고
    • paper presented at the DELOS WP7 Workshop on the Evaluation of Digital Libraries, 4-5 October, Department of Information Engineering, University of Padua, Italy, report available at, (accessed 4 February, 2011)
    • Saracevic, T. (2004), "Evaluation of digital libraries: an overview", paper presented at the DELOS WP7 Workshop on the Evaluation of Digital Libraries, 4-5 October, Department of Information Engineering, University of Padua, Italy, report available at: http://comminfo.rutgers.edu/~tefko/DL_evaluation_Delos.pdf (accessed 4 February, 2011).
    • (2004) Evaluation of digital libraries: An overview
    • Saracevic, T.1
  • 37
    • 17244375174 scopus 로고
    • Expectations, performance evaluation, and consumers' perceptions of quality
    • Teas, R.K. (1993), "Expectations, performance evaluation, and consumers' perceptions of quality" in Journal of Marketing, Vol. 57, No. 4, pp. 18-34.
    • (1993) Journal of Marketing , vol.57 , Issue.4 , pp. 18-34
    • Teas, R.K.1
  • 38
    • 12144266402 scopus 로고
    • Expectations as a comparison standard in measuring service quality: An assessment of a reassessment
    • Teas, R.K. (1994), "Expectations as a comparison standard in measuring service quality: an assessment of a reassessment" in Journal of Marketing, Vol. 58, No. 1, pp. 132-9.
    • (1994) Journal of Marketing , vol.58 , Issue.1 , pp. 132-139
    • Teas, R.K.1
  • 39
    • 34547782944 scopus 로고    scopus 로고
    • An empirical study of internet store customer post-shopping satisfaction
    • Wang, M. and Huang, S.A. (2001), "An empirical study of internet store customer post-shopping satisfaction" in Information Systems, Vol. 3, pp. 632-8.
    • (2001) Information Systems , vol.3 , pp. 632-638
    • Wang, M.1    Huang, S.A.2
  • 40
    • 0037784748 scopus 로고    scopus 로고
    • Developing and validating a multidimensional consumer-based brand equity scale
    • Yoo, B. and Donthu, N. (2001), "Developing and validating a multidimensional consumer-based brand equity scale" in Journal of Business Research, Vol. 52, pp. 1-14.
    • (2001) Journal of Business Research , vol.52 , pp. 1-14
    • Yoo, B.1    Donthu, N.2
  • 43
    • 0036399221 scopus 로고    scopus 로고
    • Service quality delivery through web sites: A critical review of extant knowledge
    • Zeithaml, V.A., Parasuraman, A. and Malhotra, N.K. (2002), "Service quality delivery through web sites: a critical review of extant knowledge" in Journal of the Academy of Marketing Science, Vol. 30, No. 4, pp. 362-75.
    • (2002) Journal of the Academy of Marketing Science , vol.30 , Issue.4 , pp. 362-375
    • Zeithaml, V.A.1    Parasuraman, A.2    Malhotra, N.K.3
  • 44
    • 0000789331 scopus 로고
    • An updated paradigm for scale development incorporating unidimensionality and its assessment
    • Gerbing, D.W. and Anderson, J.C. (1988), "An updated paradigm for scale development incorporating unidimensionality and its assessment" in JMR, Journal of Marketing Research, Vol. 25, No. 2, pp. 186-92.
    • (1988) JMR, Journal of Marketing Research , vol.25 , Issue.2 , pp. 186-192
    • Gerbing, D.W.1    Anderson, J.C.2
  • 45
    • 19944384591 scopus 로고    scopus 로고
    • Qualitative analysis of Association of Research Libraries' e-metrics participant feedback about the evolution of measures for networked electronic resources
    • Kyrillidou, M. and Giersch, S. (2004), "Qualitative analysis of Association of Research Libraries' e-metrics participant feedback about the evolution of measures for networked electronic resources" in Library Quarterly, Vol. 74, No. 4, pp. 423-40.
    • (2004) Library Quarterly , vol.74 , Issue.4 , pp. 423-440
    • Kyrillidou, M.1    Giersch, S.2
  • 46
    • 0000922312 scopus 로고
    • A new, more powerful approach to multitrait multimethod analyses - application of 2nd order confirmatory factor-analysis
    • Marsh, H.W. and Hocevar, D. (1988), "A new, more powerful approach to multitrait multimethod analyses - application of 2nd order confirmatory factor-analysis" in Journal of Applied Psychology, Vol. 73, No. 1, pp. 107-18.
    • (1988) Journal of Applied Psychology , vol.73 , Issue.1 , pp. 107-118
    • Marsh, H.W.1    Hocevar, D.2
  • 47
    • 33646347683 scopus 로고    scopus 로고
    • Structure of perceptions of service quality in libraries: A LibQUAL+™ study
    • Thompson, B., Cook, C. and Heath, F. (2003), "Structure of perceptions of service quality in libraries: a LibQUAL+™ study" in Structural Equation Modeling, Vol. 10, No. 3, pp. 456-64.
    • (2003) Structural Equation Modeling , vol.10 , Issue.3 , pp. 456-464
    • Thompson, B.1    Cook, C.2    Heath, F.3


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.