基于扎根理论的高校图书馆微信服务用户满意度影响因素分析

Grounded Theory-based Analysis of Factors Affecting Users' Satisfaction of University Libraries' WeChat Service

[目的/意义]旨在提升高校图书馆微信服务水平。[方法/过程]以扎根理论为主要研究方法,通过文献梳理、实际访谈、数据编码等研究步骤,对图书馆微信服务用户满意度的因素进行分析,并提出完善微信服务的建议。[结果/结论]研究表明:影响微信服务用户满意度的因素包括平台功能、线上咨询、信息推送和特色服务。其中,平台功能是影响用户满意度的功能因素,信息推送是影响用户满意度的资源因素,线上咨询和特色服务是影响用户满意度的服务因素。建议高校图书馆优化微信平台的功能设置;丰富推送内容,增强互动体验;完善线上咨询服务;突出微信平台的特色服务。

[Purpose/significance]The paper is to promote the level of university libraries’WeChat service.[Method/process]The paper takes the grounded theory as the main research method,analyzes the users’satisfaction of libraries’WeChat service through literature review,practical interviews,data encoding and other research processes,and then proposes some advices to improve WeChat service.[Result/conclusion]The results show that the factors affecting the users’satisfaction include platform function,online consultation,information push and characteristic services.Among them,the platform function is the functional factor affecting users’satisfaction,information push is the resource factor,online consultation and characteristic service are the service factors.For university libraries,it suggests to optimize function set of WeChat platform,enrich the pushed content and enhance interactive experiences,improve online consulting services,and highlight characteristic services of WeChat platform.