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The Dimensions of Service Quality at College Computer Center: Scale Development and Validation

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Multidisciplinary Social Networks Research (MISNC 2015)

Part of the book series: Communications in Computer and Information Science ((CCIS,volume 540))

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Abstract

In this study, a multi-stage scale development procedure was conducted in order to identify and disclose the factor structure for assessing the service quality of college computer center that is lacking in the literature. The result shows that the service quality of college computer center contains five factors: Tangibles, Responsiveness, Contact, Access, and Security. These five dimensions not only can be used to control the attention paid by users for continuously improving service quality, but also will fulfill the research gap in the service quality literature of college computer center. We believe that this research outcome provides an effective and robust evaluation tool to both college computer centers for conducting appropriate service quality assessment to benefit the general users, and researchers for further investigating service quality issues in college computer center, as we see the LibQual scale to college library in the literature.

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Author information

Authors and Affiliations

  1. Department of Information Management, I-Shou University, No.1, Sec. 1, Syuecheng Rd., Dashu District, Kaohsiung City, 84001, Taiwan, R.O.C.

    Yu-Lung Wu

  2. Department of Information Management, National University of Kaohsiung, 700, Kaohsiung University Rd., Nanzih District, Kaohsiung, 811, Taiwan, R.O.C.

    Yu-Hui Tao

  3. Department of Information Applied English, I-Shou University, No.1, Sec. 1, Syuecheng Rd., Dashu District, Kaohsiung City, 84001, Taiwan, R.O.C.

    Deniel-Y. Chang

  4. Department of Information Engineering, I-Shou University, No.1, Sec. 1, Syuecheng Rd., Dashu District, Kaohsiung City, 84001, Taiwan, R.O.C.

    Ting-Mu Huang

Authors
  1. Yu-Lung Wu
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  2. Yu-Hui Tao
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  3. Deniel-Y. Chang
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  4. Ting-Mu Huang
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Corresponding author

Correspondence to Ting-Mu Huang .

Editor information

Editors and Affiliations

  1. National University of Kaohsiung, Kaohsiung City, Taiwan

    Leon Wang

  2. Matsuyama University, Matsuyama, Japan

    Shiro Uesugi

  3. National University of Kaohsiung, Kaohsiung City, Taiwan

    I-Hsien Ting

  4. Osaka University, Osaka, Japan

    Koji Okuhara

  5. National University of Kaohsiung, Kaohsiung City, Taiwan

    Kai Wang

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© 2015 Springer-Verlag Berlin Heidelberg

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Wu, YL., Tao, YH., Chang, DY., Huang, TM. (2015). The Dimensions of Service Quality at College Computer Center: Scale Development and Validation. In: Wang, L., Uesugi, S., Ting, IH., Okuhara, K., Wang, K. (eds) Multidisciplinary Social Networks Research. MISNC 2015. Communications in Computer and Information Science, vol 540. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-662-48319-0_31

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  • DOI: https://doi.org/10.1007/978-3-662-48319-0_31

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  • Publisher Name: Springer, Berlin, Heidelberg

  • Print ISBN: 978-3-662-48318-3

  • Online ISBN: 978-3-662-48319-0

  • eBook Packages: Computer ScienceComputer Science (R0)

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