图书馆服务质量三维度对用户满意的影响机制研究  

Research on Influence Mechanism of Library Service Quality Three Dimensions on Users Satisfaction

作　　者：马庆国[1] 王凯[1] 汪轶[1] 

机构地区：[1]浙江大学管理学院,浙江杭州310058

出　　处：《情报科学》2008年第10期1563-1566,共4页Information Science

基　　金：国家自然科学基金项目(70772048)

摘　　要：采用ARL(美国研究图书馆协会)2004年发布的图书馆服务质量维度划分新标准和最新版LibQUAL+TM量表测量图书馆服务质量,并证明该量表在中国背景下仍具有令人满意的信度和效度。通过对226份样本数据的实证研究发现,图书馆服务质量是用户满意的决定因素,并且其三个维度对用户满意影响力度的大小顺序依次是:整体环境、信息控制和服务效果。这一结论将有助于图书馆在资源有限的情况下,有侧重的、有针对性的改进服务质量,从而提升用户满意度。Based on the construct of library service quality and LibQUAL＋TM scale put forward by ARL in 2004, library service quality is measured and satisfactory reliability and validity of the scale are confirmed. Data analysis upon 226 samples indicates that users＇ satisfaction is influenced by service quality, and among the three dimensions of library service quality, library as place owns the strongest influence, and then information control, and the service effect the last. These conclusions will benefit libraries in reaching higher satisfaction by improving service quality definitely with the limit of resources.

关 键 词：图书馆服务质量 用户满意 LIBQUAL+TM 影响机制 

分 类 号：G250[文化科学—图书馆学]