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postgraduate thesis: A study on service quality gap in remote service delivery with mobile devices among academic libraries in Hong Kong

TitleA study on service quality gap in remote service delivery with mobile devices among academic libraries in Hong Kong
Authors
Issue Date2015
PublisherThe University of Hong Kong (Pokfulam, Hong Kong)
Citation
Tsui, C. [徐俊偉]. (2015). A study on service quality gap in remote service delivery with mobile devices among academic libraries in Hong Kong. (Thesis). University of Hong Kong, Pokfulam, Hong Kong SAR. Retrieved from http://dx.doi.org/10.5353/th_b5611574
AbstractMany libraries have developed their own mobile library services (MLS)in these days. However, only a few pieces of research had been conducted on the service quality evaluation of MLS, especially in Hong Kong. This is an exploratory study conducted to design a framework for evaluating the service quality of MLS, and give suggestions to improve the quality of MLS provided by the University of Hong Kong Libraries. The literature review was focused on the connecting area between service quality gap, mobile learning and library service. A mixed research method was employed and both quantitative and qualitative surveys were conducted to evaluate the users’ expectations and perceptions of MLS. Six interviews with purposefully selected high usage library users were conducted to explore the criteria that could be adapted to MLS evaluation. An evaluation framework, which including three service quality dimensions and seven key criteria, was developed based on the interview result and literature review. After that, the framework was used to develop a questionnaire with twenty-three core items, which could be used to evaluate the users’ expectations and perceptions of MLS. Twenty-seven completed questionnaires were received from the HKUL’s MLS users by the end of data collection period. Some service quality gaps had been revealed after analyzing the data, followed by four suggestions were given for closing the gaps. Based on the framework of this study, an MLS evaluation model was proposed. The findings of this study will provide an insight to MLS evaluation. The developed model is quite comprehensive and might be useful for those interested in MLS quality.
DegreeMaster of Science in Library and Information Management
SubjectAcademic libraries - Technological innovations - China - Hong Kong
Dept/ProgramLibrary and Information Management
Persistent Identifierhttp://hdl.handle.net/10722/221277

 

DC FieldValueLanguage
dc.contributor.authorTsui, Chun-wai-
dc.contributor.author徐俊偉-
dc.date.accessioned2015-11-17T23:11:48Z-
dc.date.available2015-11-17T23:11:48Z-
dc.date.issued2015-
dc.identifier.citationTsui, C. [徐俊偉]. (2015). A study on service quality gap in remote service delivery with mobile devices among academic libraries in Hong Kong. (Thesis). University of Hong Kong, Pokfulam, Hong Kong SAR. Retrieved from http://dx.doi.org/10.5353/th_b5611574-
dc.identifier.urihttp://hdl.handle.net/10722/221277-
dc.description.abstractMany libraries have developed their own mobile library services (MLS)in these days. However, only a few pieces of research had been conducted on the service quality evaluation of MLS, especially in Hong Kong. This is an exploratory study conducted to design a framework for evaluating the service quality of MLS, and give suggestions to improve the quality of MLS provided by the University of Hong Kong Libraries. The literature review was focused on the connecting area between service quality gap, mobile learning and library service. A mixed research method was employed and both quantitative and qualitative surveys were conducted to evaluate the users’ expectations and perceptions of MLS. Six interviews with purposefully selected high usage library users were conducted to explore the criteria that could be adapted to MLS evaluation. An evaluation framework, which including three service quality dimensions and seven key criteria, was developed based on the interview result and literature review. After that, the framework was used to develop a questionnaire with twenty-three core items, which could be used to evaluate the users’ expectations and perceptions of MLS. Twenty-seven completed questionnaires were received from the HKUL’s MLS users by the end of data collection period. Some service quality gaps had been revealed after analyzing the data, followed by four suggestions were given for closing the gaps. Based on the framework of this study, an MLS evaluation model was proposed. The findings of this study will provide an insight to MLS evaluation. The developed model is quite comprehensive and might be useful for those interested in MLS quality.-
dc.languageeng-
dc.publisherThe University of Hong Kong (Pokfulam, Hong Kong)-
dc.relation.ispartofHKU Theses Online (HKUTO)-
dc.rightsCreative Commons: Attribution 3.0 Hong Kong License-
dc.rightsThe author retains all proprietary rights, (such as patent rights) and the right to use in future works.-
dc.subject.lcshAcademic libraries - Technological innovations - China - Hong Kong-
dc.titleA study on service quality gap in remote service delivery with mobile devices among academic libraries in Hong Kong-
dc.typePG_Thesis-
dc.identifier.hkulb5611574-
dc.description.thesisnameMaster of Science in Library and Information Management-
dc.description.thesislevelMaster-
dc.description.thesisdisciplineLibrary and Information Management-
dc.description.naturepublished_or_final_version-

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