基于确立满意度评价指标体系的高校图书馆网站用户满意度评价实证研究  

User Satisfaction Evaluation of University Library Websites Based on the Establishment of Satisfaction Evaluation Index System

作　　者：刘健[1] 王小菲 LIU Jian;WANG Xiaofei(Library of Dalian University of Foreign Languages,Dalian 116044,China;School of Software,Dalian University of Foreign Languages,Dalian 116044,China)

机构地区：[1]大连外国语大学图书馆,辽宁大连116044 [2]大连外国语大学软件学院,辽宁大连116044

出　　处：《情报科学》2023年第5期99-106,114,共9页Information Science

摘　　要：【目的/意义】为高校图书馆网站门户改进与建设提供有效评价标准和参考依据。【方法/过程】通过因子分析对已初步构建的高校图书馆网站用户满意度评价指标体系加以验证,从而确立高校图书馆网站用户满意度评价指标体系,进而利用KANO模型、Better-Worse指数用户满意度前馈控制方法对调查数据进行处理和分析。【结果/结论】面向大连地区四所高校图书馆网站用户的满意度评价实证表明,高校图书馆网站的建设现状与用户的期望之间还存在不小的差距。【创新/局限】虽然研究同时结合了用户需求分类和优先排序工具开展高校图书馆网站的满意度评价实证研究,但在抽取样本的适应性和均衡性等方面还有待加强。【Purpose/significance】To provide effective evaluation standards and reference for the improvement and construction of university library website portals.【Method/process】The preliminarily constructed university library website user satisfaction evaluation index system is verified by factor analysis,so as to establish the university library website user satisfaction evaluation index system,and then use the KANO model and the Better-Worse index user satisfaction the survey data is processed and analyzed using a feedforward control method.【Result/conclusion】The empirical evaluation of user satisfaction of the website of four university libraries in Dalian area shows that there is still a big gap between the construction status of university library websites and the expectations of users.【Innovation/limitation】Although the empirical research on the satisfaction evaluation of university library websites is carried out in combination with user demand classification and prioritization tools,the adaptability and balance of sample selection still need to be strengthened.

关 键 词：高校图书馆网站 满意度评价 指标体系 KANO模型 Better-Worse指数 

分 类 号：G250.7[文化科学—图书馆学]