摘要
【目的/意义】了解我国公共图书馆数字化服务现状,分析影响读者对数字化服务满意度的因素,助力我国公共文化服务领域数字化、网络化和智能化建设。【方法/过程】爬取十家公共图书馆的用户在线评论,构建数字化服务词典,根据数字化服务词典匹配得到数字化服务评价语料库,再使用Senta_BiLSTM模型对数字化服务语料库进行情感分类,根据分类结果进一步归纳总结出目前公共图书馆数字化服务满意度情况及影响因素。【结果/结论】构建了公共图书馆数字化服务的四大功能类目,分析影响用户对这四项数字化服务满意度的五种因素,总结了各项数字化服务下读者正负向满意度的影响路径,为进一步探索公共图书馆数字化建设进展提供了科学参考。【创新/局限】本研究构建了公共图书馆数字化服务词典,探究了公共图书馆数字化服务的用户满意度情况和影响因素。但数据样本选择存在一定的局限性,同时本研究仅关注了数字化服务读者用户群体,研究对象也存在一定局限性。
【Purpose/significance】To understand the current status of e-service in public libraries,and analysis factors influencing readers’satisfaction of e-services.【Method/process】Online review data of 10 public libraries were crawled,and an e-service dictionary was constructed.An e-service review corpus were established via matching the dictionary with online reviews.The Senta_BiLSTM model was employed to analysis the e-service review sentiment,and the reviews were categorized based on the sentiment.The factors impacting e-service satisfaction were extracted.【Result/conclusion】Four categories of public library e-service were constructed,and the factors positively or negatively impact satisfaction of e-service in public libraries were identified.The conclusions can shed light on the digitalization construction strategy for public libraries.【Innovation/limitation】This study constructed the public library eservice dictionary,and explored user satisfaction toward e-service.However,public library e-service dictionary construction might be impacted by subjective perceptions of researchers,and only ten public libraries were selected.More cases and data can be included in the future to enrich public library e-service dictionary.
作者
龙嵛葭
王萍
LONG Yujia;WANG Ping(School of Information Management,Central China Normal University,Wuhan 430079,China)
出处
《情报科学》
北大核心
2023年第5期91-98,共8页
Information Science
基金
国家社科基金重大项目“新时代我国文献信息资源保障体系重构研究”(19ZDA345)。
关键词
公共图书馆
数字化服务
满意度
情感分析
数字化转型
public libraries
e-service
satisfaction
sentiment analysis
digital transformation
