高校图书馆e微笑服务对用户满意度的影响分析

Analysis of the Impact of Service with an E-Smile on Customer Satisfaction in Academic Libraries

本文基于高校图书馆传统微笑服务与e微笑服务特征的差异比较分析,结合实时在线互动情景建立模型,并假设e微笑强度对用户满意度具有显著作用。通过对319份样本数据进行路径分析,结果显示高校图书馆e微笑服务影响用户满意度,进一步通过AMOS多群组分析发现,学历越高,用户感知e微笑强度对服务质量评价影响和服务质量评价对用户满意度影响效果越明显;使用频率越高,用户感知e微笑强度对服务质量评价影响效果越明显。

This paper is based on the comparative analysis of the difference between the traditional smile service and the e-smile service characteristics of the university library,and establishes the model with the real-time interactive scene,and assumes that the e-smile intensity has a significant effect on the customer’s satisfaction.Through319sample data,the results show that the university library e-smile service affects the user satisfaction,and further through the AMOS multi-group analysis found that the higher the education,the user perceived e-smile intensity on the impact of quality of service evaluation,quality of service evaluation.The effect of user satisfaction is more obvious;The higher the frequency of use,the more obvious the effect of user perception e-smile intensity on service quality evaluation.