基于多元服务需求的图书馆用户类型划分研究  

A Study on the Classification of Library Users Based on Needs for Multiple Library Services

作　　者：孟高慧 何家瑜 刘畅[1] MENG Gaohui;HE Jiayu;LIU Chang(Department of Information Management,Peking University,Beijing,100871)

机构地区：[1]北京大学信息管理系,北京100871

出　　处：《图书情报知识》2024年第6期41-53,共13页Documentation,Information & Knowledge

摘　　要：[目的/意义]面向跨多类图书馆的多元服务的大规模用户群体展开类型划分及预测研究,从宏观层面为国内图书馆的精准服务建设提供借鉴。[研究设计/方法]使用问卷调查法收集用户特征数据,得到了广泛覆盖学术图书馆、公共图书馆、专业图书馆等多类图书馆的用户的7,314份问卷。采用聚类分析以依据多元服务需求特征划分用户类型,运用差异检验对比各类用户的个人、行为和服务满意度特征,并使用回归分析构建个人和行为特征对用户类型的预测模型。[结论/发现]依据多元服务需求将图书馆用户划分为阅读型、设施型、广需型、活动型、休闲型五类,发现不同类型用户的个人、行为和服务满意度特征存在明显区别,并建立了依据用户的外部特征预测其服务需求类型的模型。[创新/价值]有助于弥补跨多类图书馆的多元服务的用户类型划分研究的不足,在实现精准服务、加强主动服务、改进服务体验、细化服务宣传及优化整体布局多个方面助力国内图书馆服务建设。[Purpose/Significance]This paper targets large-scale user group of multiple services across various libraries to carry out a study on the classification and prediction of user types,aiming to provide references for the precise service construction of domestic libraries from a macro-perspective.[Design/Methodology]The questionnaire survey method was used to collect users'characteristics profile,which yielded 7,314 questionnaires from users across various libraries,including academic,public,and specialized libraries.Cluster analysis was used to classify user types based on their multi-service need characteristics.Difference tests were conducted to compare the personal,behavioral and service satisfaction characteristics of users of different types,and regression analysis was used to construct a prediction model for user types based on personal and behavioral characteristics.[Findings/Conclusion]Based on their multi-service need characteristics,this paper categorizes library users into five service need types:reading-oriented users,facility-oriented users,broad-need users,activity-oriented users,and leisure-oriented users.It is found that there are significant differences in the personal,behavioral,and service satisfaction characteristics among different types of users.We have successfully constructed a model for predicting users'service need types based on their external characteristics.[Originality/Value]This paper helps to bridge the gap in the research on the classification of user groups of multiple services across various libraries,and supports the service construction of domestic libraries in various aspects such as realizing precise services,strengthening proactive services,improving service experiences,refining service promotion,and optimizing the overall layout.

关 键 词：图书馆服务 用户类型划分 精准服务 聚类分析 预测模型 

分 类 号：G252[文化科学—图书馆学]