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The aim of this paper is to construct a model of cost efficiency and service effectiveness for a university e-library to allocate e-resources cost and to attain quality of service enhancement and cater to the needs of readers with existing e-resources.

The paper establishes an assessment model for the cost efficiency and service effectiveness of a university e-library in Taiwan. It then proceeds with an empirical study and analysis of related data collected from e-libraries of 16 universities. A discussion of the results of the study and suggestions for the adjustment of the university e-libraries follows.

The paper combines two models of cost efficiency and service effectiveness for the first time to analyze and consider the output results created by the input cost of university e-libraries in Taiwan and their utilization by readers.

The paper builds a figure for the relationship of e-library cost efficiency and service effectiveness at 16 universities in Taiwan and then divides it into four types.

This paper establishes an appropriate model of university electronic library performance indicators to evaluate the electronic libraries in Taiwan. Resources referred to in the process of establishing an initial model of performance indicators include the performance indicators for electronic libraries found in the EQUINOX system; the balanced scorecard concept, designed and implemented in Germany to evaluate the performance of the three largest university and research libraries; and the approach outlined in the ALA's standard for college libraries. Moreover, the Delphi method, the persistent mailing of questionnaires and interviewing of specialists, was applied to obtain the various opinions of library specialists, head librarians at university libraries, and other staff members working in university electronic libraries in Taiwan. Through this process a practical model of electronic library performance indicators, was established appropriate to the needs of Taiwan which will be acceptable to the majority of Taiwan's university libraries.

This article aims to construct a performance evaluation system for the e‐library in universities in Taiwan. The paper uses actual university cases as the target for analysis for in‐depth research so as to provide an evaluation reference.

This article reviewed the library performance evaluations found in the literature of the UK, Germany, USA and Taiwan and constructed primary performance evaluation indicators. The Delphi Method was then used to summarize the opinions of experts in completing the construction of a performance evaluation model for e‐library. With all the factors of e‐library, user satisfaction and input of libraries as the basis, Analytic Hierarchy Process is used to illustrate the problems and combine the two to establish the hierarchy structure for the performance evaluation of this research. The weights of all indicators within hierarchies are calculated and then the weight of the overall hierarchies are worked out.

The e‐library plays two important roles: data searching and academic study.

Using relevant e‐business data collected from libraries in six universities, combining indicator weight and Technique for Order Preference by Similarity to Ideal Solution (TOPSIS), this paper considers the distance of the universities from positive and negative Ideal Solutions as the evidence for ranking and demonstrate the overall performance of e‐libraries in all universities – providing future improvement directions for university libraries. The research can also provide important future decision‐making references for libraries and universities to enable better performances.

Increased competition amongst the hotel industry players has challenged managers not to focus their attention exclusively on ways to attract and satisfy their customers, but to invest in customer retention strategies with the potential to ensure superior performance of their hotels. This study aims to determine strategies to retain customers in hotels in Ghana, an emerging market. A cross-sectional survey was employed to collect data from 677 hotel employees in 56 Ghanaian licensed hotels. Based on SmartPLS, study findings indicate that customer satisfaction, loyalty and retention embedded in the tangibility and reliability dimensions of the lodging quality index are important for customer retention among hotels in Ghana.