E-service quality in libraries: Exploring its features and dimensions

Although the digital environment has played an important role in the transformation of more library services into e-services, no published survey instrument focuses exclusively on examining library e-service quality. This article presents such an instrument and reports on a pilot study that applied it to university students. The primary objective is the development of an instrument that will enable libraries to investigate e-service quality locally. Active listening to customers, as this study emphasizes, provides two-way communication between the library and its users. Further research needs to explore the features and dimensions identified in e-SERVQUAL for libraries. (c) 2005 Elsevier Inc. All rights reserved.