关键事件技术与主成分分析法在高校图书馆服务质量评价中的应用

Application of Critical Incident Technique and Principal Component Analysis in the Assessment of University Library Service Quality

文章采用关键事件技术以定性研究的方式搜集读者的感知经历,分析情境化的数据信息,进而提炼有价值的关键因子。由于关键事件技术存在用户主观性偏差、关键因子影响力不明确的局限,继而运用主成分分析法以定量研究的方式从图书馆专业人员的角度对关键因子实施客观加权。最后透过象限图直观展现两种方式的分析结果,有针对性地分析影响读者满意度的服务质量改善点,为图书馆服务质量的综合管理与提升提供支持。

This paper uses the critical incident technique and the qualitative study method to collect users＇ perceived experiences, analyze the situational data, and extract the valuable critical factors. Due to the limitations of the critical incident technique such as subjective bias of users and uncertain influence of critical factors, the paper uses the principal component analysis method and the qualitative study method to objectively assign the weight of critical factors from the perspective of library professionals. Finally, the paper displays the analysis results of the 2 methods intuitively in the quadrant diagram, analyzes the im- provement of the service quality pertinently which influences the reader＇s satisfaction, and provides support for the comprehensive management and improvement of library service quality.