eUtlibQual

the instrument for evaluating e-service quality of academic library

Abstract

The aim of this article is to present the instrument for the evaluation of e-service quality in academic library, based on the case study – service quality monitoring in the University of Tartu Library, Estonia. The article offers practical help to researchers and practitioners for e-service quality evaluating and improvement. The proposed approach allows gathering necessary information to focus strategic planning on services important for users and to efficiently allocate the library‟s resources.