基于微信公众号的大学图书馆知识服务质量评价研究

Research on the Evaluation of Knowledge Service Quality of the Platform of WeChat of University Library

[目的/意义]在分析图书馆知识服务评价研究现状后,对大学图书馆微信公众号知识服务质量进行实证测度为其优化知识服务提供实践参考。[方法/过程]基于SERVQUAL模型确立评价指标,选取了吉林大学、重庆大学以及国防科技大学的图书馆微信公众号作为实证对象进行知识服务质量用户满意度的调研,运用MUSA模型与标杆管理计算并获得3个大学图书馆微信公众号知识服务质量的测度结果。[结果/结论]根据测度结果,分析了3个实证对象知识服务质量的优势、劣势、薄弱环节以及需要优先改善的地方,并提出了优化知识服务的措施。

[Purpose/Meaning]After analyzing the status quo of library knowledge service evaluation research,the empirical evaluation of Knowledge Service Quality of the platform of WeChat of University Library provides a practical reference for its optimization knowledge service.[Method/Process]Based on the SERVQUAL model to establish evaluation indicators,the platforms of WeChat of Jilin University、Chongqing University and National University of Defense Technology were selected as the empirical objects to conduct research on the users satisfaction of knowledge service quality,using MUSA model and benchmarking management to calculate and got the results of the quality of the knowledge service of the platforms of WeChat of the three university libraries.[Results/Conclusion]According to the evaluation results,the advantages,disadvantages,weak links and the areas that needed priority improvement of knowledge service quality of the three empirical objects were analyzed and the measures to optimize the knowledge service were proposed.