E-SERVICE QUALITY DIMENSIONS AND THEIR EFFECTS ON E- CUSTOMER SATISFACTION IN E-JOURNAL SERVICES AT TUNKU TUN AMINAH LIBRARY, UNIVERSITI TUN HUSSEIN ONN MALAYSIA

ZOLKOPLI, NUR SYAMIMI IZZATI (2017) E-SERVICE QUALITY DIMENSIONS AND THEIR EFFECTS ON E- CUSTOMER SATISFACTION IN E-JOURNAL SERVICES AT TUNKU TUN AMINAH LIBRARY, UNIVERSITI TUN HUSSEIN ONN MALAYSIA. Other thesis, UNIVERSITI TUN HUSSEIN ONN MALAYSIA.

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Abstract

E-service quality is an e-customer satisfaction survey used by academic libraries worldwide and is also the model of quality measurement that is applied in this study. The purpose of this paper is to identify the relationship between e-service quality dimensions and e-customer satisfaction of e-journal services at Tunku Tun Aminah Library. It also attempts to determine which dimension of e-service quality affects e-customer satisfaction in e-journal services the most. The study was carried out using a survey methodology. The survey instrument was a questionnaire adopted from a quality impact survey based on SERVQUAL dimensions. First objective of the research is to identify the relationship between e-service quality and e-customer satisfaction of e-journal services provided by Tunku Tun Aminah Library. The second objective of the research revealed that assurance is the factor that influences e-customer satisfaction with the e-journal services the most. The study is limited to the students that is currently pursuing Master’s degree from the Faculty of Technology Management and Business. This paper will be accommodating for Tunku Tun Aminah Library improvement and progress of the library e-journal services other e-services. The results shows that there is a relationship between e-service quality dimensions assurance and empathy and e-customer satisfaction. Plus, the results also showed that assurance has the most influence on e-customer satisfaction. This study promotes to the growing body of knowledge on e-service quality measures in academic libraries.

Item Type: Thesis (Other)
Subjects: H Social Sciences > H Social Sciences (General)
Z Bibliography. Library Science. Information Resources > Z719 Libraries (General)
Divisions: Faculty of Technology Management and Business > Department of Production and Operation Management
Depositing User: Mr. Te Chuan Lee
Date Deposited: 05 Mar 2018 10:22
Last Modified: 05 Mar 2018 10:22
URI: http://ethesis.uthm.edu.my/id/eprint/313

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