摘要
[目的／意义]关系质量是用来衡量用户与图书馆关系强度的指标。本研究试图构建科学的评价指标体系，对图书馆关系质量进行评价研究，进而有针对性地提出提高图书馆关系质量的管理建议。[方法／过程]针对高校图书馆用户进行问卷调研，利用探索性因子分析，总结图书馆关系质量的构成维度；并对用户感知的关系质量进行描述性统计分析、象限分析和方差分析。[结果／结论]实证研究结果显示，图书馆关系质量是由满意、信任和承诺3个维度组成的，用户对其评价总体上偏向于正面。其中，承诺维度评价最高，信任维度评价最低。对图书馆熟悉和非常熟悉的用户对图书馆关系质量的评价显著高于一般熟悉和不熟悉的用户。为了提高用户对关系质量的感知，图书馆应该建立推行图书馆服务的规范准则，提高图书馆员的服务能力，推动资源导向服务向用户导向服务的转变，加强图书馆与用户的互动。
[ Purpose/significance ] Relationship quality is used to measure the intensity of relationship between user and library. This study attempts to construct a scientific evaluation index system, evaluate the library relationship quality, and then put forward some suggestions to improve it. [ Method/process] In this study, a questionnaire survey was con- ducted on users in university libraries. EFA was used to summarize the dimensions of library relationship quality. Descriptive statistical analysis, IPA and variance analysis were conducted for users＇ evaluation of library relationship quality. [ Result/conclusion ] The results of empirical research show that the library＇ s relationship quality is composed of three dimensions： satisfaction, trust and commitment. Users generally tend to be positive in the evaluation of the library relationship quality, which has the highest commitment dimension and the lowest trust dimension. The users who are familiar with the library are significantly higher evaluation of the library relationships quality than users who are unfamiliar users. Therefore, in order to enhance users＇ perception of relationship quality, libraries should set up services guarantee,improve librarians＇ service capabilities, promote transformation of resource oriented services to user oriented services, and strengthen the interaction between the library and users.
作者
齐向华
Qi Xianghua(College of Economics and Management, Shanxi University, Taiyuan 03000)
出处
《图书情报工作》
CSSCI
北大核心
2018年第12期30-38,共9页
Library and Information Service
基金
国家社会科学基金一般项目“图书馆服务质量、关系质量与用户忠诚的关系研究”(项目编号:15BTQ021)研究成果之一
关键词
图书馆
关系质量
满意
信任
承诺
library
relationship quality
satisfaction
trust
commitment
