{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2025,10,21]],"date-time":"2025-10-21T00:39:26Z","timestamp":1761007166020,"version":"build-2065373602"},"reference-count":24,"publisher":"Wiley","issue":"1","license":[{"start":{"date-parts":[[2015,4,24]],"date-time":"2015-04-24T00:00:00Z","timestamp":1429833600000},"content-version":"vor","delay-in-days":478,"URL":"http:\/\/onlinelibrary.wiley.com\/termsAndConditions#vor"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["Proc of Assoc for Info"],"published-print":{"date-parts":[[2014,1]]},"abstract":"<jats:title>ABSTRACT<\/jats:title><jats:p>The purpose of this study is to modify a scale to evaluate the service quality of libraries\u2019 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\u2010profit institutions\u2019 use of social media from a user perspective. To address the gap, this study adopted the E\u2010S\u2010QUAL instrument developed by Parasuraman et al. () and modified it through a focus group interview for libraries\u2019 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\u2010perceived 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.<\/jats:p>","DOI":"10.1002\/meet.2014.14505101104","type":"journal-article","created":{"date-parts":[[2015,4,24]],"date-time":"2015-04-24T17:19:02Z","timestamp":1429895942000},"page":"1-4","source":"Crossref","is-referenced-by-count":2,"title":["A proposed scale for measuring the quality of social media services: An E\u2010S\u2010QUAL approach"],"prefix":"10.1002","volume":"51","author":[{"given":"Hae Min","family":"Kim","sequence":"first","affiliation":[{"name":"College of Computing &amp; Informatics Drexel University  3141 Chestnut Street Philadelphia PA"}]},{"given":"Danuta A.","family":"Nitecki","sequence":"additional","affiliation":[{"name":"University Libraries, Drexel University  3300 Market Street Philadelphia PA"}]}],"member":"311","published-online":{"date-parts":[[2015,4,24]]},"reference":[{"key":"e_1_2_6_2_1","doi-asserted-by":"publisher","DOI":"10.1016\/j.jbusres.2009.02.018"},{"key":"e_1_2_6_3_1","doi-asserted-by":"crossref","unstructured":"Alanezi M. 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Liangliang C. &Fubin L.(2009).E\u2010S\u2010QUAL: Its applicability in evaluating E\u2010government web sites service quality.International Symposium on IEEC 515\u2013518.","DOI":"10.1109\/IEEC.2009.114"},{"key":"e_1_2_6_10_1","doi-asserted-by":"publisher","DOI":"10.1108\/09604520610639964"},{"key":"e_1_2_6_11_1","unstructured":"Kotler P. &Armstrong G.(2013).Principles of Marketing(15th ed.). Pearson Education."},{"key":"e_1_2_6_12_1","unstructured":"Le Gac M. A. O.(2010).Twittering libraries: How and why New Zealand public libraries use micro\u2010blogging. (Master thesis). Victoria University of Wellington New Zealand."},{"key":"e_1_2_6_13_1","first-page":"335","article-title":"Online service quality in social commerce websites","volume":"2012","author":"Lee J.","year":"2012","journal-title":"iCETS"},{"key":"e_1_2_6_14_1","doi-asserted-by":"crossref","unstructured":"Li Y. L. Si H. X. &Zhao X. 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