基于层次分析法的高校图书馆网站用户满意度评价指标体系构建研究

The Construction of Evaluation Index System of User Satisfaction of University Library Websites Based on Analytic Hierarchy Process

【目的/意义】为了进一步探索、丰富和完善高校图书馆网站评价指标要素,构建兼具科学性和适用性的用户满意度评价指标体系,促进图书馆网站服务模式创新和优化,有效提高图书馆网站用户满意度。【方法/过程】在梳理构建原则和特征的基础上,利用专家打分法进行满意度评价指标筛选并确立评价指标,运用层次分析法对回收的专家数据进行分析,对图书馆网站评价的重点指标开展量化研究和权重计算,着重突出研究样本科学性和代表性,推进评价指标体系要素均衡分布。【结果/结论】构建起一套包括五个一级指标和二十二个二级指标的高校图书馆网站用户满意度评价指标体系,并得出高校图书馆网站的友好性和用户的参与性对提升用户满意度至关重要的结论。【创新/局限】结合专家专业评价与层次分析方法构建更为完善科学的评价指标体系,因篇幅所限尚未展开对满意度评价指标体系的实证研究。

【Purpose/significance】In order to further explore,enrich and improve the evaluation index elements of the university library website,build a user satisfaction evaluation index system with both scientificity and applicability,promote the innovation and optimization of the library website service model,and effectively improve the satisfaction of library's website.【Method/process】On the basis of sorting out the construction principles and characteristics,use the expert scoring method to screen and establish the evaluation indicators of satisfaction,and use the analytic hierarchy process to analyze the recovered expert data,and to evaluate the key indicators of the library website.Carry out quantitative research and weight calculation,focus on highlighting the scientific nature and representativeness of research samples,and promote the balanced distribution of elements of the evaluation index system.【Result/conclusion】A set of user satisfaction evaluation index system of university library website including five first-level indicators and 22 second-level indicators was constructed,and the friendliness of university library website and user participation were obtained critical to improving user satisfaction.【Innovation/limitation】Combining expert professional evaluation and AHP to build a more complete and scientific evaluation index system,due to space limitations,no empirical research has been carried out on the satisfaction evaluation index system.