基于扎根理论的公共数字文化服务用户满意度影响因素研究  

Research on Influencing Factors of User Satisfaction of Public Digital Cultural Services Based on Grounded Theory

作　　者：曹国凤[1] 洪文梅[2] 韦瑛 CAO Guofeng;HONG Wenmei;WEI Ying

机构地区：[1]顺德职业技术学院,广东佛山528300 [2]佛山市图书馆,广东佛山528000

出　　处：《图书情报导刊》2021年第1期12-17,共6页Journal of Library and Information Science

基　　金：2020年度佛山市社科规划项目“佛山公共数字文化服务效能评估与提升路径研究”(项目编号:2020-GJ005)。

摘　　要：探讨了公共数字文化服务用户满意度的影响因素,运用扎根理论方法对38位访谈对象的原始访谈资料进行了编码并构建了用户服务满意度影响因素理论模型,发现影响因素包括用户归因、服务主体归因、社会环境归因3个主范畴,其中用户归因、服务主体归因分别是直接影响用户满意度的内、外部驱动因素,社会环境归因是间接影响用户满意度的情境驱动因素,在此基础上,探讨了用户满意度的影响成因及提升对策。This paper discusses the factors influencing the user satisfaction for public digital cultural service,and using the method of grounded theory,codes the original interview data of 38 interviewees and constructs a theoretical model of influencing factors of user service satisfaction,finding that the influencing factors include three main categories of user attribution,service subject attribution and social environment attribution,and among them,the user attribution and service subject attribution are the internal and external driving factors that directly affect user satisfaction,and the social environment attribution is a situational driving factor that indirectly affects user satisfaction,and on this basis,probes into the causes and strategies of promoting user satisfaction.

关 键 词：公共数字文化服务 扎根理论 用户满意度 影响因素 

分 类 号：G252[文化科学—图书馆学]