价值共创视角下图书馆信息资源建设的用户满意度研究

发布时间：2018-03-04 12:47

本文选题：价值共创　切入点：图书馆　出处：《山东大学》2017年硕士论文　论文类型：学位论文

【摘要】：当前,信息数量骤增,要在庞杂的信息中建设满足用户需求的信息资源体系,图书馆就需要及时掌握用户需求的变化。在实践中,图书馆运用了 Web2.0交互平台,通过社交网络、即时通信软件实现了与用户的交流互动,使得信息资源建设更能满足用户需求。图书馆满意度的研究逐渐走向"以用户为中心",本文旨在研究图书馆信息资源建设的用户满意度。在图书馆信息资源建设实践中,用户已经开始通过图书馆提供的开放平台表达自己的资源需求,图书馆也会邀请用户参加书展,让用户挑选喜欢的图书。资源建设早已不是仅仅依靠馆员来进行,用户也已参与其中。所以,研究信息资源建设的满意度,就值得关注用户的个人素质是否对满意度产生影响。本文从价值共创视角出发,分析影响图书馆信息资源建设用户满意度的因素,并加以实证分析。文章首先对相关理论进行了概述,介绍了价值共创理论和顾客满意度理论,梳理了图书馆信息资源满意度的研究现状。然后,结合研究现状和信息资源建设价值共创模型,设计满意度的影响因素,包括图书馆设备、信息资源、馆员素质、馆员服务、用户素养,并设计了调查问卷。本文对公共图书馆和高校图书馆进行了信息资源建设的满意度调查,通过网络调查、纸质问卷两种方式让用户打分。本文利用SPSS16.0对问卷数据进行了实证分析,得出结论:图书馆设备、信息资源、馆员素质、用户素养进入用户满意度的回归模型,馆员服务变量未进入逐步回归模型。在此基础上,本文提出建议:开展多种形式的价值共创活动,解决资源荐购处理效率低、通告服务不到位、乱架错架等问题;加强图书馆设备的建设与维护,解决图书馆硬件设备检修不到位、软件设施维护不及时的问题;完善信息资源体系,解决信息资源类别少、分配不合理的问题;加强馆员培训和用户培训,增强馆员服务能力和用户信息素养。
[Abstract]:At present, the quantity of information is increasing rapidly. In order to build the information resource system to meet the needs of users, libraries need to grasp the changes of users' needs in time. In practice, libraries use Web2.0 interactive platform and social network. Instant messaging software enables communication and interaction with users. This paper aims to study the user satisfaction of library information resource construction. In the practice of library information resource construction, the research of library satisfaction is gradually moving towards "user-centered", the purpose of this paper is to study the user satisfaction of library information resource construction. Users have begun to express their resource needs through the open platform provided by the library, and the library will invite users to the book fair to allow them to select the books they like. The construction of resources is no longer a matter of relying on librarians alone. Therefore, to study the satisfaction degree of information resource construction, it is worth paying attention to whether the personal quality of the user has an impact on the satisfaction degree. This paper analyzes the factors that affect the customer satisfaction of library information resources construction, and makes an empirical analysis. Firstly, this paper summarizes the relevant theories, introduces the theory of value creation and customer satisfaction. This paper combs the research status of the satisfaction degree of library information resources, and then combines the research status quo and the value of information resources construction to create a model, and designs the influencing factors of satisfaction, including library equipment, information resources, librarian quality, librarian service, etc. This paper makes a survey on the satisfaction of information resources construction in public libraries and university libraries. The paper uses SPSS16.0 to analyze the questionnaire data, and draws the conclusion: library equipment, information resources, librarian quality, user literacy enter the regression model of user satisfaction. The variable of librarian service has not entered the stepwise regression model. On this basis, this paper puts forward some suggestions: to carry out various forms of value creation activities, to solve the problems of low efficiency of resource recommendation and purchase, lack of notice service, and misarrangement of shelves and so on; To strengthen the construction and maintenance of library equipment, to solve the problems that the maintenance of library hardware equipment is not in place and the maintenance of software facilities is not in time, to perfect the information resource system, to solve the problems of fewer categories and unreasonable distribution of information resources; Strengthen librarian training and user training, enhance librarian service ability and user information literacy.
【学位授予单位】：山东大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：G253

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