Evaluation of service quality in web information systems: A case of Hacettepe University libraries

Internet is becoming a part of our lives and the technological developments change the awareness of the users, which increases the importance of service sector. Today, it is important to discuss the subject of service quality evaluation by considering technology and to evaluate the electronic services with a user perception. With this case study, which aims to evaluate the web site of Hacettepe University Libraries (HÜK) according to the perception of the users, an on-line questionnaire has been conducted among the users of HÜK by using an E-QUAL scale including 22 questions with "Information quality", "Usability" and "Service interaction" dimensions. Data is obtained form 250 users and the viewpoints of users on library web services were examined. In addition, the demographical information including age, field of study etc. of the users and their opinions on the web site were also evaluated. According to the factor analysis results applied to the obtained data, the users of HÜK web site perceive the dimensions of service quality as Information quality and trust, Usability, Design and empathy. The users attach the most importance to Information quality and trust. Within the frame of E-QUAL service quality dimensions, the ones attached the least importance are Usability and Service interaction dimensions of the original scale. These items are classified under the dimension of Design and empathy according to the new dimension groups obtained as a result of our work. Although the most important subjects for users are not related to the web site design as part of service quality dimension, the dimensions meeting the expectations at least are Design and empathy. No influence of the ages of HÜK web site users on their attachment of importance on the service quality dimension, of equipments used and of the work/study field on their performance evaluation towards these dimensions has been determined. However, the users' administrative, academic or student status make a statistically significant difference on performance evaluations. Accordingly, the students evaluate the performance of HÜK more positively than the administrative and academic staff in terms of Information quality and trust and Design and empathy dimensions. In general, while the HÜK website appears to have a positive image in users' perception; it does not seem to meet users' expectations entirely when considered in terms of service quality dimensions.