Evaluation of the applicability of E‐S‐QUAL for assessing the service quality of social media: A case study of an academic library’s Facebook service

The purpose of this study is to explore the applicability of the E‐S‐QUAL instrument in the context of libraries’ social media services. As libraries have increased their use of social media such as Facebook and Twitter to interact with users and share information, the evaluation of the services has been emphasized to improve service strategies and meet user needs. However, there are no criteria or tools to measure the service quality of libraries’ social media. To address this gap, this study adopted E‐S‐QUAL and examined its applicability in this study setting. A case study was conducted using a structured questionnaire, utilizing the modified E‐S‐QUAL instrument, on an academic library’s Facebook service. The results showed that the four factor structure of the modified E‐S‐QUAL was confirmed. Items and factors had high internal consistency and convergent and discriminant validity. This study contributes to provide a tool to measure the service quality of libraries’ social media services.