摘要
图书馆用户感知价值是忠诚的决定因素,文章试图构建图书馆用户感知价值的测评工具,并深入探讨图书馆用户感知价值各组成维度对用户满意和忠诚的影响。通过用户调研,采用探索性因子分析和结构方程分析方法,结果表明,图书馆用户感知价值由馆员服务价值、资源服务价值、情感价值、社会价值和感知成本5个维度组成,它们对用户忠诚的影响程度从大到小依次为:情感价值、社会价值和资源服务价值;馆员服务价值和感知成本对用户忠诚的影响不显著。据此,文章提出了通过提升用户感知价值以最终提高用户忠诚度的具体建议。
The perceived value of library users is the determining factor of loyalty.This paper attempts to construct a instrument for evaluating the library user perceived value,and explores the influence of the various component dimension of library user perceived value on satisfaction and loyalty.Through the questionnaire survey of users,using EFA and SEM method,the results show that the library user perceived value consists of five dimensions:librarian service value,resource service value,emotional value,social value and perceived cost,and their influence on user loyalty is in the descending order of emotional value,social value and resource service value;librarian service value and perceived cost have no significant influence on user loyalty.Based on this,this paper proposes some specific suggestions to improve user loyalty by enhancing user perceived value.
作者
齐向华
Qi Xianghua(College of Economics and Management,Shanxi University)
出处
《图书馆》
CSSCI
北大核心
2021年第6期72-79,86,共9页
Library
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)的研究成果之一。
关键词
图书馆
感知价值
满意度
忠诚度
Library
Perceived value
Satisfaction
Loyalty
