图书馆云服务质量的影响因素研究

Research on the Influencing Factors of Library Cloud Service Quality

在云计算环境下,图书馆引入云计算的思想,构建了诸如OCLC WMS等图书馆云平台,向用户提供通过浏览器就可以获得图书馆领域所有资源、数据和其他信息服务的图书馆云服务。然而图书馆云服务本身就是一项复杂的、综合的信息服务,这些信息服务是以组合服务的形式、由一群服务提供商共同提供的。在这种复杂的组合环境里,图书馆云用户的服务质量难以有保障。文章在现有图书馆服务质量研究的工具及信息交流过程、服务质量理论的基础上,将定性的焦点小组访谈方法及定量的社会化统计分析方法结合起来,探讨图书馆云服务质量的影响因素,以利于人们寻找保障用户使用图书馆云的服务质量的相关措施。

Under the cloud computing environment, library introduces the concept of cloud computing, constructs library cloud platform like OCLC WMS, and provides library cloud service for users, which can access resources, data and other information services of library through the browser. In fact, the library cloud service is a complex and comprehensive information service, which is provided by many other service providers in the form of composite services. In the complex environment, it is difficult to ensure the quality of service for library users. Based on the current research instruments, information communication process and theories for quality of service in library, this paper tries to discuss the influencing factors of library cloud service quality by using both the qualitative method of focus group interviews and quantitative method of social statistical analysis, which in order to help people find the relevant measures to ensure the service quality of library cloud for users.