The Attributes of Electronic Service Quality (e-SQ) among Academic Librarians

This paper examines the level of electronic service quality (e-SQ) attributes among academic librarians in the Malaysian public universities which have an established automated library system. Six attributes of the e-SQ were determined from the analysis of related e-SQ theories. The 162 academic librarians respondents involved in this study were from nine public universities in West Malaysia. The findings of the research indicate that all the attributes have high level of mean, of which the two highest attribute are Reliability and Security. Thus, the research shows that the academic librarians of the Malaysian public universities are aware of the importance of e-SQ in their job since the overall attributes at the high level. (C) 2012 Published by Elsevier Ltd.