Digital library service quality assessment model
journal contributionposted on 2014-05-01, 00:00 authored by Masitah Ahmad, Jemal AbawajyJemal Abawajy
With the introduction of digital library services, the quality of service (QoS) has become paramount importance for evaluating the performance of the digital library service provisioning. Various models and frameworks have been proposed to evaluate digital library QoS. However, the prevalent research concentration in QoS for digital library is on the dimensions of the perspective of users’ perception. In this paper, we address the same research problem from a different dimension which is from the perspective of the digital service providers. To this end, we propose a new model suitable for evaluating the performance of digital library services. We argue that the level of QoS provided by the digital service providers have direct impact on the perception and satisfaction of the digital service end-users.