河南省高校移动图书馆服务用户满意度研究

发布时间：2018-04-18 20:01

本文选题：高校 + 移动图书馆服务　；参考：《郑州大学》2017年硕士论文

【摘要】：大数据、云存储、移动客户端等技术的快速发展,以及移动阅读、开放式学习等文化教育理念的形成,影响并指引着高校移动图书馆的发展路线和服务规模,而用户对其服务质量评价和满意度感知则是衡量其服务价值和未来发展前景的决定性因素。因此,本文以高校移动图书馆的实际发展需求和研究现状为思考起点,围绕移动图书馆服务提供和使用的整个过程,基于用户感知的角度分析河南省高校移动图书馆服务用户满意度的影响因素及其逻辑关系,据此提出高校移动图书馆服务质量和用户满意度提升的具体策略。本文研究的移动图书馆服务是指通过手机短信、WAP页面和移动图书馆A PP所提供的图书馆移动服务的统称,以移动图书馆服务研究现状和用户满意度理论为基础,研究河南省高校移动图书馆服务用户满意度的提升路径问题,内容包括:第一,以对河南省高校移动图书馆服务的发展现状的网络调研与内容分析为出发点,初步阐述了用户满意度感知的维度;第二,应用质性研究法中的访谈法和扎根理论研究法进行了数据收集、分析与理论归纳,提炼并构建高校移动图书馆用户满意度影响因素关系模型;第三,根据前文的研究结论,提出河南省高校移动图书馆服务用户满意度提升的优化策略。研究结论如下:第一,河南省高校移动图书馆开通数量等方面正逐年提高,在服务宣传与落实、服务功能、系统稳定性与易用性、反馈处理等方面存在不足,初步得到用户满意度感知主要体现在高校图书馆和移动图书馆本身两个维度上;第二,用户满意度的影响因素包括图书馆归因范畴、竞争环境归因范畴和用户归因范畴。图书馆归因范畴中,移动图书馆一方面通过自身的服务提供和服务宣传,成为其用户满意度的影响因素,另一方面该范畴通过影响用户归因范畴中的某些因素间接影响着用户对移动图书馆服务的客观评价和满意度体验。用户归因范畴中,用户心理、生理、用户能力、行为习惯、便利条件等因素是影响其对移动图书馆服务满意度感知的内在主观动因。竞争者的市场策略和服务水平直接影响其服务策略制定和用户满意度;第三,基于以上分析提出了河南省高校移动图书馆服务效益和用户满意度的提升策略及其实现保障。
[Abstract]:The rapid development of big data, cloud storage and mobile client technology, as well as the formation of cultural and educational concepts such as mobile reading and open learning, have influenced and guided the development route and service scale of mobile libraries in colleges and universities.The evaluation of service quality and the perception of satisfaction are the decisive factors to evaluate the service value and future development prospects.Therefore, this paper starts with the actual development needs and research status of mobile libraries in colleges and universities, and revolves around the whole process of providing and using mobile library services.Based on the user perception, this paper analyzes the influencing factors and their logical relationships of the service satisfaction of the mobile library in colleges and universities in Henan province, and then puts forward the specific strategies for improving the service quality and the user satisfaction of the mobile library in colleges and universities.The mobile library service studied in this paper refers to the general name of mobile library service provided by WAP page and PP, which is based on the research status of mobile library service and the theory of user satisfaction.This paper studies the path of improving the satisfaction degree of university mobile library service in Henan Province. The contents include: first, the starting point is the network investigation and content analysis of the development status of the mobile library service in Henan Province.The dimensions of user satisfaction perception are preliminarily expounded. Secondly, the data collection, analysis and theoretical induction are carried out by using the interview method and the rooted theory research method in the qualitative research method.Abstract and construct the relationship model of user satisfaction degree of university mobile library. Thirdly, according to the previous research conclusions, the paper puts forward the optimization strategy of improving the customer satisfaction degree of university mobile library service in Henan province.The research conclusions are as follows: first, the number of mobile libraries in Henan Province is increasing year by year, and there are some shortcomings in service propaganda and implementation, service function, system stability and ease of use, feedback processing, etc.First, the perception of user satisfaction is mainly reflected in the two dimensions of university library and mobile library. Secondly, the influencing factors of user satisfaction include library attribution category, competitive environment attribution category and user attribution category.In the category of library attribution, on the one hand, the mobile library, through its own service provision and service propaganda, becomes the influencing factor of its user satisfaction.On the other hand, this category indirectly affects the objective evaluation and satisfaction experience of mobile library services by influencing some factors in the user attribution category.In the category of user attribution, such factors as user psychology, physiology, user ability, behavior habits, convenience conditions and so on are the internal subjective factors that affect the satisfaction perception of mobile library services.The market strategy and service level of competitors directly affect their service strategy formulation and customer satisfaction. Thirdly, based on the above analysis, this paper puts forward the promotion strategy of service efficiency and user satisfaction of Henan University Mobile Library and its realization guarantee.
【学位授予单位】：郑州大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：G252;G258.6

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