常态化疫情防控背景下24小时自助图书馆服务质量评价体系研究

24-Hour Service Quality Evaluation System of a Self-Service Library under the Background of Normal State of COVID-19 Epidemic Prevention and Control

[目的/意义]分析常态化疫情防控背景下24小时自助图书馆服务质量的影响因素,对其进行全面合理评价。对于自助图书馆应对未来可能发生的公共卫生突发事件具有一定的指导意义。[方法/过程]通过半结构化访谈,运用扎根理论,结合24小时自助图书馆的特点,从文献资源、实体环境、系统功能、交互质量以及管理水平5个维度,选取21项指标构建服务质量评价指标体系,并运用层次分析法确定各项指标权重,形成常态化疫情背景下自助图书馆服务质量综合分数的计算公式。最后选取两所24小时自助图书馆进行实证研究。[结果/结论]在常态化疫情背景下,24小时自助图书馆在保证文献资源质量的基础上,应注重馆内环境,提高管理工作效率,做好日常维护工作。

[Purpose/Significance]To analyze the factors affecting the quality of 24-hour self-service library service under the background of normal state of COVID-19 epidemic prevention and control,and to perform comprehensive and reasonable evaluation.It is of certain guiding significance for self-service libraries to deal with possible public health emergencies in the future.[Method/Process]Through semi-structured interviews,using root theory,combining the characteristics of 24-hour self-service libraries,and from the aspects of literature resources,physical environment,system function,interaction quality and management level,we selected 21 indicators to build service quality evaluation index system,and used hierarchical analysis to determine the weight of various indicators,form a calculation formula of self-service library comprehensive score under the background of normal state of epidemic prevention and control.Finally,two 24-hour self-service libraries were selected for the empirical study.[Results/Conclusions]Under the background of normal state of COVID-19 epidemic prevention and control,and on the basis of ensuring the quality of their information resources,self-service libraries should pay attention to the environment in the libraries,improve management efficiency,and do a good job in daily maintenance.