数字图书资源服务质量维度析取研究:基于SERVQUAL工具的运用

Research on the Quality of Digital Library Resources Service Dimensions

基于SERVQUAL分析工具,通过对206名数字图书馆读者的调研,得出读者对数字资源服务质量的4个期望象限,随后通过SPSS进行因子排序,析取数字图书资源服务质量维度。研究发现,便捷访问、数字资源丰富度、网站链接等是读者最为关注的维度,而网站美学、个性化维度并非读者的主要期望。通过与传统图书馆服务的对比,资源丰富程度都是作者最为关注的维度。

Based on the SERVQUAL analysis tool,through the investigation of 206 digital library readers,this paper obtains four expectation quadrants of readers for the service quality of digital resources,then,carries out factor ranking through SPSS to extract the service quality dimension of digital book resources.The study finds that easy access,richness of digital resources and website links are the most important concerns of readers,while website aesthetics and personalization dimensions are not the main expectations of readers.By comparing with traditional library services,resource richness is all expectations that authors are most concerned about.