图书馆用户信任对忠诚的影响研究  

Research on the Influence of Library User Trust on Loyalty

作　　者：齐向华[1] Qi Xianghua

机构地区：[1]山西大学经济与管理学院

出　　处：《图书馆学研究》2020年第13期76-83,共8页Research on Library Science

基　　金：国家社会科学基金一般项目“图书馆服务质量、关系质量与用户忠诚的关系研究”(项目编号:15BTQ021)的研究成果之一。

摘　　要：用户信任是维系用户与图书馆关系的核心纽带。研究采用结构方程分析方法,分析图书馆用户信任的组成因素,并探索不同因素对忠诚的影响程度。研究结果表明,图书馆用户信任由认知信任和情感信任两个因素组成,情感信任建立在认知信任基础上,认知信任对忠诚的影响效果要大于情感信任。图书馆可以通过强化馆员服务能力、强调以用户为中心服务理念的落实来提高用户的认知信任和情感信任,从而提高用户忠诚度。User trust is the core link that maintains the relationship between users and libraries.This research uses SEM to analyze the constituent factors of library user trust and explore the impact of different factors on loyalty.Research indicates that library user trust consists of two dimensions:cognitive trust and emotional trust.Emotional trust is based on cognitive trust.The effect of cognitive trust on loyalty is greater than emotional trust.Libraries can enhance users’ cognitive trust and emotional trust by strengthening the service capabilities of librarians and emphasizing the implementation of the user-centric service concept,so as to increase user loyalty.

关 键 词：图书馆 认知信任 情感信任 总体信任 用户忠诚 

分 类 号：G252[文化科学—图书馆学]