基于CCSI的公共图书馆信息资源服务满意度评价体系构建研究  

The Construction of Public Library Information Resource Service Satisfaction Evaluation System Based on the CCSI Model

作　　者：刘健[1,3] 王雨菡 LIU Jian;WANG Yuhan(Library of Dalian University of Foreign Languages,Dalian 116044,China;School of Software,Dalian University of Foreign Languages,Dalian 116044,China;Library and Information Research Center,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 [3]大连外国语大学图书情报研究中心,辽宁大连116044

出　　处：《情报科学》2024年第4期155-166,共12页Information Science

摘　　要：【目的/意义】为了进一步丰富国内关于图书馆满意度评价的相关研究成果,构建科学的图书馆信息资源服务满意度评价体系,提升公共图书馆信息资源服务的质量和效率,提高信息资源服务满意度。【方法/过程】本研究以构建评价体系为重点,以公共图书馆信息资源服务为研究对象,基于CCSI模型综合运用文献调研法、专家问卷法以及熵权法等,构建公共图书馆信息资源服务体系,并利用结构方程模型检验理论模型和研究假设。【结果/结论】构建起一套基于CCSI模型的包括7个一级指标和24个二级指标的公共图书馆信息资源服务满意度评价指标体系,通过实证研究,证明信息服务、资源服务、馆员服务、读者感知、读者期望对于公共图书馆信息资源服务有着显著的正向相关关系,但网站服务对满意度不具有显著影响。【创新/局限】本文利用经典社会科学研究方法构建科学评价的指数模型,通过结构方程模型对该模型进行评价,对构建新型评价模型和体系展开了新的探索,但抽取样本覆盖面、均衡性和代表性等方面还有待加强。【Purpose/significance】To further enrich the domestic research results on library satisfaction evaluation,a scientific evaluation system of library information resource service satisfaction is constructed to improve the quality and efficiency of public library information resource services and enhance the satisfaction of information resource services.【Method/process】This study focuses on constructing an evaluation system,taking the information resource services of public libraries as the research object.Based on the CCSI model,it comprehensively uses literature research methods,expert questionnaire methods,and entropy method,among others,to construct a public library information resource service system and uses the structural equation model to test the theoretical model and research hypotheses.【Result/conclusion】A set of public library information resource service satisfaction evaluation index system based on the CCSI model,including 7 first-level indicators and 24 second-level indicators,was constructed.Through empirical research,it is found that information services,resource services,librarian services,reader perceptions,and reader expectations have a significant positive correlation with public library information resource services,but website services do not have a significant impact on satisfaction.【Innovation/limitation】This paper uses classical social science research methods to construct a scientific evaluation index model,evaluates this model through a structural equation model,and opens up a new exploration for constructing a new evaluation model and system.However,the coverage,balance,and representativeness of the extracted samples need to be strengthened.

关 键 词：公共图书馆 满意度评价 顾客满意度模型 专家评价 指标体系 结构方程模型 

分 类 号：G252.0[文化科学—图书馆学]