关键词: 移动图书馆服务质量, 信息质量, 环境质量, 交互质量, 结果质量, 多层次测度量表

Abstract:

Based on extensive literature review, this study defines the connotation of mobile library service quality with the perspective of perceived performance of service, and combined with research group discussion and expert depth interview, the authors develop a multilevel scale to measure mobile library service quality, which consists of four dimensions: information quality, environment quality, interaction quality and outcome quality. Then the authors validate the scale structure through item analysis, reliability test, correlation analysis and validity test by using 191 valid questionnaires which collected from eight “985” universities in Beijing, Shanghai, Nanjing and Wuhan. Empirical results indicate that the multilevel measurement scale has good internal consistency and validity, finally we acquire a mobile library service quality measurement scale including 33 items, it can be an effective tool for the measurement and evaluation of mobile library service quality, and also provide advice to improve the service quality of native mobile library.

Key words: Mobile library service quality, Information quality, Environment quality, Interaction quality, Outcome quality, Multi-level measurement scale