公共图书馆文化服务质量与满意度实证研究  

An Empirical Study of Quality and Readers Satisfaction on Public Libraries' Cultural Services

作　　者：卢章平[1] 苏文成[2] 

机构地区：[1]江苏大学图书馆 [2]江苏大学管理学院

出　　处：《图书馆论坛》2015年第9期67-76,共10页Library Tribune

基　　金：国家社会科学基金项目"网络环境下图书馆的生存环境与功能定位的变革研究"(项目编号:12BTQ007)研究成果之一

摘　　要：文章选择偏最小二乘路径建模法(PLSPM)对公共图书馆文化服务影响因素及其与读者价值、满意度、忠诚度间的关系进行建模研究。研究发现,文献资源与设备直接影响着读者服务价值感知,馆内环境会对读者忠诚度产生积极影响,而文化服务的设计、与读者需求的融合对读者满意度的影响最为显著。文章提出公共图书馆应在读者需求获取、策划设计、资源管理、环境布置、宣传推广、观念创新等方面寻求服务质量的突破。This paper uses SmartPLS software for studying influential factors on public libraries＇ cultural services and their relations to readers＇ value perception, satisfaction and loyalty with partial least squares path modeling method （PLSPM）. The results show that library literature resources and technical facilities can directly affect the readers＇ value perception and library environment has a positive impact on the readers＇ loyalty. At the same time, the service design and the needs of readers＇ have significant impacts on reader＇s satisfaction. In conclusion, by using internet survey and in-depth interviews, the study suggests that public libraries should focus on the readers demands, services design innovation, resource management, environmental arrangement and promotionto seek for cultural service quality enhancement.

关 键 词：PLS 公共图书馆 文化服务 质量感知 读者满意度 

分 类 号：G258.2[文化科学—图书馆学] G252