图书馆电子服务质量影响因素实证分析

An Empirical Analysis on Influencing Factors of Library E-Service Quality

利用文献法、专家判断法和焦点小组法收集和筛选了用户感知图书馆电子服务的指标项目,、在对这些项目进行信度分析、t检验和相关分析之后,利用探索性因子分析,柚取了影响图书馆电子服务质量的3个影响因素,按其重要程度排序,分别为个性化服务、易用性和隐私/实现性,其中,图书馆电子服务的易用性是吸引用户的关键因素,而个性化服务是保持用户忠诚度的关键因素。

We collect and screen the items of users＇ perception about library e-services by literature reviewing, expert judgment and focus group method. After doing reliability analysis, t-test and correlation analysis, ex- ploratory factor analysis is carried out in order to extract dimensions. We get three influence factors. Ranking by importance, they are personalized service, ease of use and privacy / fulfillment. At last, this paper points out that the ease of use is the key to attract users, and personalized service is the key factor to maintain the user loyalty.