基于用户感知的高校移动图书馆服务质量评价与提升研究

发布时间：2018-03-31 04:32

本文选题：用户感知　切入点：LibQUAL+TM　出处：《江苏大学》2017年硕士论文

【摘要】：随着移动化、信息化的发展,智能手机和平板电脑等移动设备的兴起使得图书馆用户对移动图书馆服务的使用越来越频繁,而高校用户对于移动信息服务的需求和标准逐渐增加,与此同时由于用户的要求越来越高,服务质量标准也随之增加,优化高校移动图书馆服务质量以满足用户感知需求成为了热点。因此,本研究从用户感知视角,本着定性与定量相结合的原则,围绕高校移动图书馆服务质量评价进行深入研究。首先,阐述了国内外图书馆服务质量现状,提出本文的研究方法和研究内容。基于大量文献分析,对相关概念和基础理论进行阐述,为本研究构建高校移动图书馆服务质量评价模型奠定基础。其次,以基于用户感知的LibQUAL+TM模型为基础,通过文献研究、小组讨论、专家访谈等形式构建了高校移动图书馆服务质量评价初始量表,利用预调研数据对初始量表进行量化修正,从而形成了正式量表。然后,对本文建立的正式量表进行实证检验。利用正式调研数据进一步评估量表,通过相关性分析和信效度检验,结果验证了本文构建的四个维度显著相关,相关密切程度也较高,同时量表具有较好的信度和效度;运用结构方程模型方法来检验评价模型,结果表明,该评价模型具有较好的拟合效果,构建的维度和指标适合评价我国高校移动图书馆服务质量。最后,对测量模型维度和指标进行权重分析,并运用IPA分析法分析其重要性和满意度,结果表明用户对信息资源、移动设备与网络环境层面的满意度较高,并认为图书馆员和服务效果层面比较重要,根据分析结果提出了相应策略和建议。
[Abstract]:With the development of mobile and information technology, the rise of mobile devices, such as smart phones and tablets, makes library users use mobile library services more and more frequently. However, the demand and standard of mobile information service for college users are increasing gradually. At the same time, due to the higher and higher requirements of users, the standard of service quality also increases. It has become a hot point to optimize the service quality of university mobile library to meet the needs of users' perception. Therefore, from the perspective of user perception, this study is based on the principle of combining qualitative and quantitative analysis. First of all, this paper expounds the present situation of library service quality at home and abroad, puts forward the research methods and contents of this paper, based on a large number of literature analysis, The related concepts and basic theories are expounded to lay the foundation for this study to construct the service quality evaluation model of university mobile library. Secondly, based on the LibQUAL TM model based on user perception, through literature research, group discussion, In the form of expert interview and other forms, this paper constructs the initial scale of service quality evaluation of mobile libraries in colleges and universities, and uses the pre-survey data to make a quantitative revision to the initial scale, thus forming a formal scale. Using the formal survey data to further evaluate the scale, through correlation analysis and reliability test, the results show that the four dimensions constructed in this paper are significantly correlated, and the correlation degree is also high. At the same time, the scale has good reliability and validity, the structural equation model method is used to test the evaluation model, the results show that the evaluation model has better fitting effect. The dimensions and indicators constructed are suitable for evaluating the service quality of mobile libraries in colleges and universities in China. Finally, the weight analysis of the dimensions and indicators of the measurement model is carried out, and the importance and satisfaction of the measurement model are analyzed by using the IPA analysis method. The results show that the users are interested in the information resources. The satisfaction degree of mobile device and network environment is high, and the librarian and service effect level are considered to be more important. According to the analysis results, the corresponding strategies and suggestions are put forward.
【学位授予单位】：江苏大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：G258.6;G250.76

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