A Study of the Use Satisfaction on the Service Quality of the Library Website from the Physical Information Needs’ Concepts –An Example of the China Medical Hospital Library

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Title:	A Study of the Use Satisfaction on the Service Quality of the Library Website from the Physical Information Needs’ Concepts –An Example of the China Medical Hospital Library
Authors:	Cheng, Li-Mei
Contributors:	Department of Computer Science and Information Engineering
Keywords:	clinician physician;information needs;library websites;website quality
Date:	2005
Issue Date:	2009-11-18 13:13:25 (UTC+0)
Publisher:	Asia University
Abstract:	The popularization of information technology has promoted two-way communication. Therefore, the information service provided by library is changed to be more convenient. Hence, more and more libraries introduce electronic resources, build library websites, and establish information communication gateways by using the internet to extend library services. However, most library websites are based on the needs and criteria of the librarians, but library users’ opinions and needs were seldom considered. It is important to know if the website information matches user’s demands, and if the information is up-to-date. As a result, an emphasis on users’ satisfaction toward Customer Relationship Management becomes the key to library services in the new millennium. To maintain the sustainable use of library websites, it is important to understand the readers’ perceptions of the website quality. The purpose of this study is to conduct a user survey to improve website quality, and the research methods include literature analysis and questionnaire survey. The case is the library website of China Medical University Hospital, and the sample includes all the doctors on the campus. The questionnaire is based on an instrument “users’ perception of website quality” developed by Aladwani and Palvia (2002) and other empirical studies related to information demand. It is expected to improve website quality and readers’ information literacy through this survey, and then make recommendations for other library websites. This study delivered the questionnaire manually by the researcher to ensure a better return rate from December 1st to 31st, 2004. Totally 568 questionnaires were distributed and 349 returned by January 15th, 2005, with a return rate of 61.4﹪. The data was analyzed by SPSS for Windows English version 11.5, and descriptive statistics, independent-sample ‘t-tests, ANOVAs, and regression analysis were conducted. The data revealed the following results: 1.It was very common for doctors to utilize the Internet to search for information. The library itself was not the only way for them to gather information. 2.The motivation for the doctors to gather information included getting updated information, conducting research and facilitating teaching. They emphasized the ease of use of the information retrieving process, and they usually asked librarians to help with troubles during their search. These doctors encountered difficulty to get full-text information and they thought the Internet connection was too slow. 3.The medical information service provided by the library generally satisfied doctors’ needs. It helped with clinical work quality and enhanced the continual education of medical workers. The most frequently used service was database search, but other guidance information was not frequently used. The library is recommended to use interactive contents to improve the website efficacy. 4.The doctors held high satisfaction toward the general quality of library website. Male doctors and physician in charge had higher satisfaction than female. Doctors in charge had higher satisfaction than residents. There was no difference in satisfaction among different education levels. Among the four aspects of the website quality, the doctors were most satisfied with the content aspect, and were least satisfied with website technology. The design factor had the most influence on website quality, especially to young doctors. Several recommendations are raised according to the results from the study: 1.The library should plan to introduce electronic resources and increase full-text information. 2.The library should use the Internet to build interactive interface, to plan personalized information service. 3.The library should conduct requirement assessment for the doctors and meet readers’ demands. 4.The library should emphasize the professional development of library employees to improve their skills and abilities. 5.The library should hold educational courses about the utilization of Internet resource. 6.The library should emphasize the issues of computer hardware and Internet environments. 7.The library should emphasize website interface to improve website quality.
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