图书馆电子服务质量评价研究

Research on Library E-service Quality Evaluation

文章分析了网络环境对用户感知图书馆电子服务质量的影响,指出因为图书馆电子服务中交互质量的改变,用户感知服务质量的路径、机理和内容也随之改变。而图书馆电子服务质量的研究尚处于初级发展阶段,学者们对其构成要素和模型的研究远未取得共识。目前的研究主要分为两类:基于SERVQUAL理论基础的电子服务质量评价研究和围绕ARL的DigiQUAL所进行的研究。最后指出图书馆电子服务质量评价研究可能的发展方向为:实证研究、理论体系构建和服务差距分析。

This paper analyzes the influence of network environment on the users＇ perception of library e-service quality, and points out that because of the change of interactive quality of library e-service, the path, mechanism and content of the users＇ perception of service quality has also changed. However, the study of library e-service quality is still in the primary stage of develop- ment, the scholars＇ research on its component elements and models is far from consensus. The current research is mainly divided into 2 categories： e-service quality evaluation research based on SERVQUAL theoretical basis and around ARL＇s DigiQUAL. Finally, the paper points out the possible development trends of library e-service quality evaluation research, that is, the empirical study, the construction of the theoretical system and the analysis of service gap.