公共图书馆服务的用户体验评价模型及实证研究

发布时间：2018-01-15 16:14

本文关键词：公共图书馆服务的用户体验评价模型及实证研究　出处：《南京大学》2017年硕士论文　论文类型：学位论文

【摘要】：近十年来,由于城市经济文化政治的快速发展,带动了图书馆服务方式、服务内容的巨大变化,目前,我国经济文化相对发达的城市的公共图书馆有了较好的发展环境和发展趋势。本文在对国内外以往相关文献进行回顾、分析的基础上,结合了创新扩散理论(IDT)中的相对优势和相容性这两个构面,和科技接受模式(TAM)中的感知有用性以及感知易用性这两个构面,形成了自己的理论模型与研究假设。根据自己构建的理论模型模型与提出的研究假设,在借鉴国内外相关问卷的基础之上,设计调查问卷,选择了以杭州图书馆为研究的对象,于杭州图书馆发放调查问卷,调查读者对杭州图书馆服务质量的态度,利用SPSS 22.0软件,对数据进行信度和效度检验以及相关分析,证明各变量间的相关性,运用多元回归分析方法对调查数据进行统计分析,得出回归方程,以此探讨杭州图书馆用户体验服务评价。最后分析得出结论,第一,杭州图书馆的相对优势、相容性以及感知易用性会正向影响用户的感知有用性。第二,杭州图书馆的相容性正向影响用户的感知易用性。第三,杭州图书馆的服务质量、社会影响和用户对杭州图书馆的感知有用性、感知价值正向影响读者来杭州图书馆的行为意向。第四,读者认知中,杭州图书馆的感知易用性与读者的行为意向间并无显著的相关性。通过研究,得出杭州图书馆的改进方向,并根据杭州图书馆的研究结果,提出对整个公共图书馆用户体验评价的启示,为我国公共图书馆的服务改进提供借鉴。通过对以上对杭州图书馆用户体验评价的实证研究,我们其实也可以根据得到的结论为我国公共图书馆用户服务提供借鉴,以促进我国公共图书馆用户服务更好的发展。第一,提升公共图书馆的相对优势以提升读者对公共图书馆的认可和依赖性。第二,公共图书馆多开展与读者生活息息相关的活动以提升读者参与度。第三,促进公共图书馆往多功能方向发展以提升公共图书馆的感知价值。第四,提升公共图书馆的社会公共影响力以吸引读者更多的关注度。
[Abstract]:In the past ten years, because of the rapid development of city economy, culture and politics, the library service mode and service content have changed greatly. The public libraries in cities with relatively developed economy and culture in our country have a better development environment and development trend. This paper reviews and analyzes the relevant literatures at home and abroad. This paper combines the two facets of comparative advantage and compatibility in innovation diffusion theory (IDT) and the perceptual usefulness and perceptual ease of use in science and technology acceptance model (TAM). Form its own theoretical model and research hypothesis. According to the theoretical model model and the proposed research assumptions, on the basis of reference to the relevant questionnaires at home and abroad, design the questionnaire. This paper selects Hangzhou Library as the research object, distributes the questionnaire in Hangzhou Library, investigates the readers' attitude towards the service quality of Hangzhou Library, and makes use of SPSS 22.0 software. To test the reliability and validity of the data and correlation analysis, to prove the correlation between the variables, using the method of multiple regression analysis of the survey data for statistical analysis, the regression equation is obtained. Finally, the conclusion is drawn: first, the relative advantages, compatibility and perceived usability of Hangzhou Library will positively affect the perceived usefulness of users. The compatibility of Hangzhou Library positively affects the perceived usability of users. Thirdly, the quality of service, social impact and perceived usefulness of users to Hangzhou Library. Perceived value positively affects readers' behavioral intention to Hangzhou Library. 4th, there is no significant correlation between perceived usability and readers' behavioral intention in readers' cognition. According to the research results of Hangzhou Library, the author puts forward the enlightenment to the user experience evaluation of the whole public library. To provide a reference for the service improvement of public libraries in China. Through the above empirical study on the evaluation of the user experience of Hangzhou Library. In fact, we can also according to the conclusions for our public library user services to provide reference, in order to promote the better development of our country's public library user services. First. To enhance the relative advantages of public libraries to enhance readers' recognition and dependence on public libraries. Second, public libraries to carry out activities closely related to the life of readers in order to enhance the participation of readers. To promote the multifunctional development of public libraries in order to enhance the perceived value of public libraries. 4th, to enhance the social and public influence of public libraries in order to attract more attention of readers.
【学位授予单位】：南京大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：G258.2;G252

【相似文献】