Evaluation and improvement on service quality of Chinese university libraries under new information environments.

Abstract

The rapid development of information technology in the recent years has added a range of new featuresto the traditional information environment, which has a profound impact on university library services and users. The Quality of Service parameter in library services has reached a broader consensus,which directly reflects customer satisfactions and loyalty. Exploring the evaluation frameworks for service quality in university libraries cannot be undermined in this context. Besides, existing evaluation frameworks of service quality of university library services are also facing numerous challenges due to their imperfections. Thus,there is an urgency and necessity to explore and enhance the efficiencies of the evaluation frameworks of service quality. To this end, this thesis conducts a systematic analysisof evaluation frameworks with a motivation of identifying the core components that needs enhancements for achieving effective service quality in Chinese university libraries through empirical methods. Furthermore, the inferences extracted from the analysis has been exploited to provide suitable recommendations for improving the service quality of university libraries.