The role of youths’ perceived information literacy in their assessment of youth information and counselling services

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Abstract

Introduction. This paper presents an empirical research on whether young people’s perceived information literacy influences their perceived service quality of a youth information and counselling agency. There is a considerable paucity of studies focusing on youths’ perceived information literacy and how it influences their perceived ease of access, reliability, and responsiveness of a youth information and counselling service. Therefore, this study is an effort to focus on and improve our understanding of how perceived information literacy affects youths’ perception of youth information services’ quality.
Method. An online survey was distributed and 3,287 responses of young people between fifteen and twenty-nine years old were collected from sixteen different countries across Europe. The survey questionnaire was pre-tested by five experts in the field, academic professionals, as well as youth information service workers. The SERVQUAL model including constructs (access, reliability, and responsiveness) was used to devise a theory-based conceptual model. Additionally, we used perceived information literacy as an antecedent construct in our proposed model.
Analysis. To analyse the collected data, we applied structural equation modelling (SEM) to investigate the effect of perceived information literacy and constructs of the SERVQUAL model on perceived service quality.
Results. SEM results show that perceived information literacy has a strong influence on perceived ease of access, perceived reliability, and perceived responsiveness, and through these constructs has an indirect effect on perceived service quality.
Conclusions. Results show a clear alignment with existing literature in the areas of youth perceived information literacy and information services. The proposed framework contributes to the scholarly discussion on youth information services and youth perceived information literacy. The theoretical and practical implications are discussed.
Original languageEnglish
JournalInformation Research
Publication statusAccepted/In press - 7 May 2021
MoE publication typeA1 Journal article-refereed

Keywords

  • young people
  • information services
  • youth information

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