图书馆信息服务读者满意度影响因素研究

Factors Affecting Reader Satisfaction of Library Information Service

[目的/意义]以国家图书馆为例,对读者信息服务满意度进行研究,以期为图书馆相关创新服务工作提供借鉴。[方法/过程]构建图书馆信息服务对读者满意度影响的概念模型,通过调查,收集202份有效问卷,利用结构方程模型对概念模型进行验证分析。[结果/结论]读者满意度可通过“馆藏资源”、“资源获取”、“图书馆服务”、“服务保障”、“环境设施”六个维度进行有效测量,这六个维度都对读者满意度有显著的正面影响,其中读者对国家图书馆的“环境设施”满意度最高,依次是“图书馆服务”、“服务保障”、“资源获取”、“馆员服务能力”,读者对国家图书馆的“馆藏资源”满意度最低。并且通过因子载荷确定各维度的权重,最终计算出读者对国家图书馆信息服务满意度的具体数值。基于分析结果,分别从六个维度提出建议。

[Purpose/significance]Taking the National Library as an example to study the reader satisfaction of library information service,this study provides reference for related innovation services.[Method/process]A conceptual model of the impact of library information service on reader satisfaction was constructed,202 valid questionnaires were collected through investigation,and the conceptual model was verified and analyzed by structural equation model.[Result/conclusion]Reader satisfaction can be effectively measured from the six dimensions of library resources,resource acquisition,librarians’service ability,library services,service guarantees and environmental facilities,all of which have a significant positive impact on reader satisfaction.The readers’satisfaction with the environmental facilities is the highest,followed by library service,service guarantees,resource acquisition and librarians’service ability.Readers’satisfaction with the library resources is the lowest.The weight of each dimension is determined by the factor load,and the specific value of readers’satisfaction with the national library information service is finally calculated.Based on the analysis results,suggestions are given from these six dimensions.