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User Perception Towards Service Quality Evaluation of University Libraries in Sri Lanka

研究创新点第5-13页
中文摘要第13-16页
Abstract第16-19页
1 Introduction第20-42页
    1.1 Background and significance of the study第20-31页
        1.1.1 Service quality第21-24页
        1.1.2 Service quality evaluation第24-31页
    1.2 Problem Statement第31-33页
    1.3 Objectives第33-34页
    1.4 Methodology第34-38页
    1.5 Innovation of the research第38-39页
    1.6 Structure of the dissertation第39-42页
2 Literature Review第42-64页
    2.1 Environment of university library第43-47页
        2.1.1 Affect of service (AS)第44-45页
        2.1.2 Information control (IC)第45-46页
        2.1.3 Library as place (LP)第46-47页
    2.2 Service quality measurement of university libraries第47-49页
    2.3 Service quality evaluation第49-60页
    2.4 Service quality evaluation in university libraries in Sri Lanka第60-64页
3 Overview of service quality and LibQUAL第64-100页
    3.1 Service quality evaluation overview第64-88页
        3.1.1 Technical and functional quality model第64-66页
        3.1.2 Gap analysis model第66-71页
        3.1.3 Attribute service quality model第71-74页
        3.1.4 Synthesized model of service quality第74页
        3.1.5 SERVPREF第74-75页
        3.1.6 Ideal value model of service quality第75-76页
        3.1.7 Evaluated performance and normed quality model第76-77页
        3.1.8 PCP attribute model第77-78页
        3.1.9 Retail service quality and perceived value model第78-79页
        3.1.10 Service quality, customer value, and customer satisfaction model第79-80页
        3.1.11 Antecedents and mediator model第80-81页
        3.1.12 Internal service quality model第81-88页
    3.2 Overview of LibQUAL第88-100页
        3.2.1 Historical development of LibQUAL第89-91页
        3.2.2 Attributes of the LibQUAL第91-98页
        3.2.3 Suitability of LibQUAL for current study第98-100页
4 Research methodology第100-120页
    4.1 Questionnaire survey第100-103页
    4.2 Interview survey第103-104页
    4.3 Web survey第104-105页
    4.4 Data collection第105-112页
    4.5 Data analysis第112-118页
        4.5.1 Frequency analysis第113页
        4.5.2 Descriptive analysis第113-114页
        4.5.3 Gap analysis第114-118页
    4.6 Data interpretation第118-120页
5 Survey of service quality in university libraries in Sri Lanka第120-166页
    5.1 General survey of sampled libraries:Librarians' perspective第121-132页
        5.1.1 Affect of service第122-124页
        5.1.2 Information control (IC)第124-131页
        5.1.3 Library as place (LP)第131-132页
    5.2 Main survey:User perspective第132-166页
        5.2.1 Respondents' profile第132-140页
        5.2.2 The level of perceived services in libraries第140-145页
        5.2.3 Users' minimum expectations of the library services第145-148页
        5.2.4 Users desired expectations of the library services第148-152页
        5.2.5 Service adequacy gap score (SAGS), Service superiority gap score (SSGS)and Zone of Tolerance score (ZOT)第152-159页
        5.2.6 User satisfaction第159-160页
        5.2.7 Information literacy outcome quality第160-162页
        5.2.8 Users' difficulties第162-166页
6 Conclusion and recommendations第166-180页
    6.1 Conclusion第166-171页
        6.1.1 Conclusion: Affect of service (AS)第167-168页
        6.1.2 Conclusion: Information control (IC)第168-169页
        6.1.3 Conclusion: Library as place (LP)第169-171页
    6.2 Recommendations第171-180页
        6.2.1 Recommendations for advancement of Affect of service (AS) of theuniversity libraries in Sri Lanka第172-175页
        6.2.2 Recommendations for advancement of information control (IC) of theuniversity libraries in Sri Lanka第175-177页
        6.2.3 Recommendations for improvement of Library as place (LP) in universitylibraries in Sri Lanka第177-180页
References第180-192页
Appendix Ⅰ第192-200页
Appendix Ⅱ第200-205页
List of Publications第205-206页
Acknowledgements第206-207页

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