摘要 文章在分析用户感知视角下图书馆智慧服务质量形成要素与过程的基础上,应用扎根理论,通过实证研究,推导出用户感知视角下图书绾智慧服务质量影响因素为环境感知因素、服务感知因素、技术感知因素、效能感知因素。利用因子分析法,检验了质量影响因素模型结构的维度与效度。基于质量影响因素,构建了图书馆智慧服务质量感知层次框架与质量感知体系模型。四因素通过功能、情景、结构、策略路径,分别作用于图书馆智慧服务平台及用户终端显示功能的优化、服务情景的深化、系统与技术结构的强化、服务策略的细化,共同推动图书馆智慧服务质量提升,为图书馆智慧服务质量评价体系的建立提供理论框架,指导图书馆智慧服务实际工作开展。 based on the analysis of the elements and processes of the formation of library smart service quality from the perspective of user perception,this research applies grounded theory and empirical research to deduce that the quality influencing factors of library smart service from the perspective of user perception are environmental perception factors,service perception factors,technology perception factors,and efficiency perception factors.Using factor analysis,the dimensionality and validity of the model structure of quality influencing factors are tested.based on the quality influencing factors,the author constructs a library smart service quality perception hierarchy framework and a quality perception system model.The four factors play a role through function,context,structure,and strategic path,and they act on the optimization of the library's intelligent service platform and user terminal display functions,the deepening of service scenarios,the strengthening of the system and technical structure,and the refinement of service strategies.They jointly promote the improvement of library smart service quality,provide a theoretical framework for the establishment of a library smart service quality evaluation system,and guide the practical work of library smart services.
机构地区 中山大学南方学院图书馆
出处 《图书馆学研究》 北大核心 2021年第3期59-70,共12页 Research on Library Science
基金 2020年国家社会科学基金项目“文化信视域下的经典阅读研究”(项目编号:20BTQ009)研究成果之一。
关键词 用户感知 智慧服务 智慧图书馆 服务质量 质量影响因素 user perception smart service smart library service quality quality influencing factors
分类号 G25 [文化科学—图书馆学]
