Investigating e-service quality criteria for university library: a focus group study

Abstract

In the age of self-service technologies, library specialists need to understand what criteria are used by customers to evaluate library services. This study contributes to the literature by identifying the major e-service evaluation criteria from the point of view of users of the largest university library in Estonia. Focus groups were used to identify the most significant criteria of e-service quality, and participants brought out 15 quality criteria. The list of criteria is explained and discussed.