移动图书馆服务平台的服务质量优化实证

The Optimization on Service Quality of Mobile Library Platform

[目的 /意义]移动图书馆服务平台的感知质量优化,关系到未来移动图书馆的发展。本文力图为服务质量优化决策提供实例支持,促进移动图书馆服务平台优化改进的有形化。[方法 /过程]参考ITIL管理框架,结合移动图书馆服务平台的生命周期,类比构建了感知质量的优化框架,并以ML-1移动图书馆APP客户端为实证对象,提出一些数理指标来分析移动图书馆平台的用户、技术实现人员、管理决策人员对优化认知的判断,验证优化框架的实施过程。[结果 /结论]论文构建出一个层层递进的移动图书馆服务平台用户感知质量优化框架,依托实证分析结果,证实服务质量优化实施方案的有效性。

[ Purpose/significance] It is very important for future developments to continually improve the quality of mobile library platforms. This article intends to provide a case reference for service quality optimization decision, and make tangible improvements in mobile library platforms.[ Method/process ]On the basis of ITIL, the paper constructs an optimization framework which corresponds to mobile library platform life cycle. Based on ML-1 mobile library application, the paper proposes a Mathematical Indicator to analyze the evaluation data from users, technical staff and managers, and to verity the implementation process of optimization framework. [ Result/conclusion] The paper constructs a progressive and user-perceived quality optimization framework for mobile library service platform. Ultimately, the article verifies the effec- tiveness of the implementation of the service quality optimization based on empirical results.