摘要
首先在借鉴经典顾客满意指数模型-ACSI模型的基础上,结合图书馆数字参考咨询服务本身的特点,构建了一个图书馆数字参考咨询服务满意度模型—LDRS-CSI模型。然后,设计调查问卷收集数据,对模型进行了验证。研究结果表明:LDRS-CIS理论模型与实际样本数据适配度很好;度量结构变量的观测变量的设计很合理。除感知质量外,用户预期和感知价值都会显著影响用户满意;用户满意并不一定致使用户忠诚。
This paper firstly constructs a customer satisfaction model of the library digital reference service-LDRS-CSI,which is based on the classical customer satisfaction index-ACSI and the characteristics of the library digital reference service.The paper then designs questionnaires to collect data and validate the model.The results show that the designed model fits the actual data well;observed variables measuring latent variables are reasonable.Except perceived quality,user expectations and perceived value significantly affect the customer satisfaction;customer satisfaction does not necessarily lead to customer loyalty.
出处
《情报杂志》
CSSCI
北大核心
2011年第5期178-182,186,共6页
Journal of Intelligence
