Research on the evaluation of e-service quality in libraries

摘要

Based on the research of theories and practices related to quality evaluation of electronic services (e-services) from both home and abroad and through multiple rounds of surveys and analyses,this article proposed an evaluation indicator system for Chinese libraries.A survey was carried out on the e-services of Shanxi Provincial Library by using SERVQUAL model.Based on the survey data,the article evaluated and analyzed the quality of Shanxi Provincial Library's e-services by means of quadrant analysis,and put forward solutions and suggestions accordingly.