A proposed scale for measuring the quality of social media services: An E‐S‐QUAL approach. Issue 1 (2014) - Kim, Hae Min
ABSTRACT: The purpose of this study is to modify a scale to evaluate the service quality of libraries' social media. Libraries have adopted social media services to interact with their users and share information. However, we know little about how the users perceive the quality of social media services. There are no criteria or tools that have been developed for assessing the service quality of non‐profit institutions' use of social media from a user perspective. To address the gap, this study adopted the E‐S‐QUAL instrument developed by Parasuraman et al. (2005 ) and modified it through a focus group interview for libraries' application. Four dimensions and two endogenous constructs were modified to reflect three features: online information processing, information services by libraries, and social media as platforms. This modified scale will be used in research to test its applicability to measure user‐perceived service quality of library social media services. The results of this study will be of interest to researchers seeking to develop service quality assessment instruments and useful to managers to enhance the value of the services.