高校图书馆微信公众号用户消极使用行为影响因素研究

Research on Influencing Factors of Passive Usage Behaviors of University Libraries’ WeChat Official Accounts Users

[目的/意义]探究高校图书馆微信公众号用户消极使用行为的影响因素,为改进服务质量、优化使用体验和提升用户活跃度等提供有价值的意见和建议。[方法/过程]借鉴信息过载、信息系统成功模型及媒介系统依赖理论的相关研究成果,构建图书馆微信公众平台用户消极使用行为模型,并通过问卷调查和结构方程模型进行验证。[结果/结论]信息过载正向影响用户不满意度,信息质量、服务质量及依赖均负向影响用户不满意度,不满意度正向影响用户的忽略和取关行为,依赖负向影响用户的忽略行为和取关行为;不满意度对忽略行为影响程度大于取关行为,而依赖对取关行为的影响程度大于忽略行为。

[Purpose/significance]The paper is to explore the influencing factors of passive usage behaviors of university library’s We Chat official accounts users, so as to provide valuable suggestion for improving service quality, optimizing usage experience and enhancing user activity. [Method/process]The paper develops a user’s passive behaviors model based on the research results of information overload, information system success model and media system dependence theory, and verifies it by questionnaire survey and structural equation model. [Result/conclusion]Information overload has a positive impact on user dissatisfaction, information quality, service quality and dependency have a negative impact on user dissatisfaction;dissatisfaction has a positive impact on user’s behaviors of ignoring and unfollow, and dependency has a negative impact on user’s behaviors of ignoring and unfollow;the dissatisfaction has a greater impact on the behavior of ignoring than unfollow, while dependency has a greater impact on behavior of unfollow than ignoring.