价值重于满意:图书馆服务质量模型的验证与启示

Value Overweight Satisfaction: The Validation of Library Service Quality Model and Its Implications

在回顾国内外服务质量模型相关研究的基础上,建立了一个以服务质量四维度为源头、以读者价值和满意度为媒介、以读者行为意向为结果的结构方程模型。针对连续两年度的实证数据分析表明:服务质量在模型中起基础性作用,通过直接和间接方式同时影响读者续用意向;读者价值在模型中处于关键地位,是读者行为意向的风向标;图书馆实践可能出现"读者满意陷阱"。研究结果同时引申出若干图书馆服务质量实践建议,并指出进一步研究方向。

Based on the review of service quality model theory,with the antecedents of service quality,a structural equation model for predicting readers’behavioral intention including mediator variable between reader value and satisfaction was proposed.Two successive survey results showed that service quality had significant effect on readers＇behavioral intention by direct and indirect ways.It also revealed that reader value was predictive indicator to readers＇behavioral intention and Reader Satisfaction Trap was found in the practice of library.The suggestions of practice on library service quality and future research direction were mentioned in the end of paper.