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本文通过使用美国公共图书馆服务的一手调研数据,并借鉴ACSI用户满意度评价模型,提出基于用户认知的公共图书馆服务满意度概念模型。从用户期望、用户行为与用户满意的角度探讨和分析美国公共图书馆服务现状,结合美国公共图书馆服务用户满意度结构方程模型结果,从图书馆基础服务、数字服务、图书馆宣传、用户个性服务等方面提出建议,以促进国内公共图书馆用户服务的创新与发展。
By using the first-hand research data of public library services in the United States and drawing on the ACSI user satisfaction evaluation model, this paper proposes a conceptual model of public library service satisfaction based on user’s cognition. From the perspective of user expectation, user behavior and user satisfaction, the status quo of public library services in the United States is discussed and analyzed. Combined with the results of structural equation modeling of US public library service user satisfaction, from the basic services of libraries, digital services, library publicity, Services and other aspects of the proposal to promote domestic public library user service innovation and development.