基于ANP-Fuzzy模型的高校移动图书馆服务质量评价研究  

Research on the Building of Quality Evaluation Model of University Mobile Library Service Based on ANP- Fuzzy Model

作　　者：武瑞原[1] 许强[2] 

机构地区：[1]河北机电职业技术学院图书馆,邢台054000 [2]西安电子科技大学经济与管理学院,西安710126

出　　处：《情报杂志》2016年第5期155-160,共6页Journal of Intelligence

摘　　要：[目的/意义]针对现有移动图书馆服务质量评价模型不足,结合网络分析法提出一种新的服务质量评价体系,以期提高移动图书馆服务质量水平。[方法/过程]基于用户感知服务质量界定移动图书馆服务质量内涵,构建了环境质量、信息质量等4个准则维度以及13个二级指标的高校移动图书馆服务质量评价网络结构模型,并阐述各指标之间的相互作用关系。然后建立超矩阵对各级因素相对重要性权重进行估计,并检验了指标权重分布合理度。通过调查问卷收集数据,在信度与效度分析基础上,利用模糊综合评判法对某高校移动图书馆服务质量进行分层次综合评判。[结果/结论]信息质量和结果质量是最重要的准则维度,有用性和丰富性是最为关键的二级指标。运用ANP方法构建高校移动图书馆服务质量评价体系和模糊综合评判方法估计指标权重具有一定可行性。[Purpose / Signification]This article establishes a service quality evaluation model for current service quality evaluation in mobile library in China,and guides mobile library to provide high- quality information services. [Method / Process]From the perspective of user perceived service and analytic network process,the paper designs network structure model of factors affecting university mobile library service quality,which consists of four primary factors and thirteen secondary factors. And the paper calculated the relative weights of the importance of evaluation indexes by constructing super matrix with ANP. Then an empirical study was conducted through questionnaires by hierarchical fuzzy comprehensive evaluation on the basis of reliability and validity analysis. [Result / Conclusion]The results show that information quality and result quality are most important factors,usefulness and richness are most critical sub factors. And the application of ANP and fuzzy comprehensive evaluation could effectively establish service quality evaluation model and determine w eights of university mobile library.

关 键 词：移动图书馆 服务质量 指标体系 ANP 模糊综合评判 

分 类 号：G250[文化科学—图书馆学]