The Instrument for Evaluating the Academic Library E-Service Quality

Abstract

New electronic services and their quality evaluation constitute an important field of research and challenge in the modern libraries. The aim of this article is to present an instrument for the evaluation of e-service quality in academic libraries. The instrument eUTLib Qual is based on the theoretical analyses of the existing models of (e-)service quality and their suitability in the context of academic libraries, and on the results of a qualitative and quantitative studies, conducted in the University of Tartu Library, Estonia.