基于SEM的图书馆自助服务用户满意和使用研究——以自助还书系统为例

A Study on Library Self- service User Satisfaction and Use Based on SEM——the Case of Selfreturn System

文章以信息系统成功模型为基础建立图书馆自助服务用户满意和使用模型,以自助还书系统为例,使用问卷收集数据,用结构模型方程拟合研究模型,检验研究假设。结果显示,系统质量对用户满意度的影响最大,其次是信息质量,影响最小是服务质量。用户满意度对行为意向有着较强影响,行为意向有较大可能转化为实际使用。服务方式偏好对用户自助服务的满意度和使用有着较强的影响。提出保证自助服务系统正常使用,确保自助服务系统的安全性,切实保护用户隐私,培养用户使用习惯等图书馆自助服务发展建议。

This paper sets up a self-service satisfaction and use model based on information system success model.Then takes self-return system as example,uses a questionnaire to collect data,applies structure equation model to fit model and test hypotheses. System Quality has greatest impact on user satisfaction, followed by the information quality, the last is service quality. User satisfaction has strong influence on behavioral intention,behavioral intention is more likely to become actual use. Preference for the use self-service has a strong impact on user＇s self-service satisfaction and use. At last,it brings forward some suggestions on the development of library self-service, such as： ensure self-service system normal use, ensure the security of self-service systems,effectively protect users＇ privacy,train user to become accustomed to using self-service.