乡村公益儿童图书馆服务满意度评价  

Evaluation of Service Satisfaction in Rural Public Welfare Children’s Libraries

作　　者：葛缨[1,2,3] 王虹茹 刘杰 何吉波 夏璐 苏文亮 罗杰[3] 苏佳斌 

机构地区：[1]重庆文理学院重庆市情绪与心理健康重点实验室系暨用户体验与人机交互技术联合研究所,教育创新研究院,重庆 [2]福州大学人文社会科学学院,福建 福州 [3]贵州师范大学心理学院,贵州 贵阳 [4]重庆第二师范学院教师教育学院暨西部儿童脑与认知科学研究院,重庆 [5]南京师范大学心理学院,江苏 南京 [6]福建省霞舒助学公益服务中心,福建 南安

出　　处：《服务科学和管理》2024年第5期514-524,共11页Service Science and Management

摘　　要：为了探讨国外经典量表的中国文化适用性,探究乡村公益儿童图书馆服务满意度评价,本研究选取福建泉州各乡村公益儿童图书馆的乡村儿童读者220名,以SUS量表为效标效度工具,对CxPi量表、NPS量表进行相关信效度检验。另外选取乡村儿童读者285名,调查其对乡村公益儿童图书馆的服务满意度评价。结果显示:1) 经过验证后的中文版本CxPi量表和NPS量表在中国具有一定的文化适用性;2) 乡村公益儿童图书馆的服务整体满意度处于较高水平,借阅服务的满意度高于活动服务,还有持续优化与提升的空间。In order to explore the Chinese cultural applicability of foreign classical scales and investigate the satisfaction levels of children using rural public welfare children’s libraries, the study selected 220 rural children readers from rural public children’s libraries in Quanzhou, Fujian Province. The SUS scale was employed as a criterion for validity to assess the reliability and validity of the CxPi and NPS scales. Furthermore, 285 additional rural children readers were recruited to participate in a service satisfaction evaluation survey for these libraries. The results show that: 1) The Chinese versions of the CxPi and NPS scales have been verified for cultural applicability in China. 2) The overall service satisfaction with rural public children’s libraries is at a relatively high level, and the satisfaction with borrowing services exceeds that of activity services, which necessitates ongoing optimization and enhancement.

关 键 词：乡村公益儿童图书馆 用户体验测评 适用性检验 服务满意度 

分 类 号：G25[文化科学—图书馆学]