论文部分内容阅读
[目的 /意义]移动图书馆的快速发展引发了学者们对移动图书馆服务质量的广泛关注,从用户感知差异的角度去探讨服务质量有助于提升移动图书馆服务水平。[方法 /过程]使用自建的移动图书馆服务质量观测量表,采用方差分析、象限分析和聚类分析方法,从用户的性别、学科类型、使用经验和机构属性进行差异性分析。[结果 /结论]研究发现用户对服务质量的感知存在差异性,移动图书馆服务应重视以服务推广为核心的服务宣传,并以交互体验改进作为未来服务质量的改进重点。
[Purpose / Significance] The rapid development of mobile libraries has aroused widespread concern of scholars on the service quality of mobile libraries. Exploring the quality of service from the perspective of user perception differences helps to improve the service level of mobile libraries. [Method / Process] Using the self-built mobile library service quality observational scale, the variance analysis, quadrant analysis and cluster analysis were used to analyze the differences from the user’s gender, subject type, experience and institutional attributes. [Results / Conclusion] The study found that users have different perceptions of service quality. Mobile library services should pay attention to service promotion with service promotion as the core, and take interactive experience improvement as the focus of future service quality improvement.