摘要
借助大众点评网的在线评论数据发现影响公共图书馆用户满意度的关键因素,分析影响公共图书馆用户满意度的原因,对提升公共图书馆社会声誉具有重要意义。文章利用内容分析和情感倾向分析相结合的方法,探析用户对公共图书馆服务内容的关注度和满意度,识别到影响用户对图书馆满意度的六类核心要素,即学习共享空间、图书馆组织活动、文献服务、图书馆内外环境、图书馆管理条例、公共图书馆分馆。在对比分析各要素不同关注度、满意度的基础上,从学习空间再造、开展多样化组织活动、调整文献资源、制订适宜的管理条例等方面给出提升公共图书馆用户满意度的针对性发展策略。
The article identifies the key factors influencing users’satisfaction in public libraries with the help of online review data from dianping.com.This is key to enhancing the social reputation of public libraries.The article uses content analysis and sentiment classification to explore users'concerns and satisfaction with the content of public library services.The authors identify six core factors that influence users'satisfaction with libraries,namely learning and sharing space,library-organized activities,documentation services,internal and external environment,management regulations,and library branches.On this basis,the author provides targeted strategies to improve users’satisfaction with public libraries in terms of re-engineering learning spaces,conducting diverse activities,adjusting documentary resources,and developing appropriate management regulations.
出处
《图书馆研究与工作》
2023年第5期50-57,共8页
Library Science Research & Work
关键词
公共图书馆
用户满意度
在线评论
内容分析
情感倾向分析
public library
users’satisfaction
online review
content analysis
sentiment classification
