收稿日期: 2015-07-24
修回日期: 2015-08-12
网络出版日期: 2015-09-05
基金资助
本文系国家社会科学基金项目"移动图书馆服务质量影响因素与提升策略研究"(项目编号:13BTQ029)研究成果之一。
Effect Mechanism of Technical Readiness on Mobile Library Service Quality
Received date: 2015-07-24
Revised date: 2015-08-12
Online published: 2015-09-05
[目的/意义]针对新信息环境下移动图书馆服务质量的问题,建立技术准备度(TR)对移动图书馆服务质量影响的中介模型,引导图书馆更好地开展移动信息服务,提高服务质量。[方法/过程]引入感知有用性和感知易用性作为中介变量,分析TR与PU、PEU、移动图书馆服务质量间的作用关系并构建研究模型,通过分析调研数据对其进行实证检验。[结果/结论]结果表明,感知有用性和感知易用性在乐观主义和不安全感对移动图书馆服务质量影响机制中起中介作用;感知易用性在创新精神和不舒适感对移动图书馆服务质量影响机制中起中介作用;驱动型因子对移动图书馆服务质量的影响比抑制型因子更显著。
赵庆 , 施国洪 , 邵世玲 . 技术准备度对移动图书馆服务质量的影响机制研究[J]. 图书情报工作, 2015 , 59(17) : 33 -40 . DOI: 10.13266/j.issn.0252-3116.2015.17.005
[Purpose/significance]This paper establishes a mechanism model between TR and mobile library service quality for mobile library service quality in new information environment, to guide the libraries to develop mobile information services and improve services quality better.[Method/process]Introducing perceived usefulness and perceived ease, and analyzing relationship between TR and PU, PEU, mobile library service quality, regression analysis is proceed to check its scientificity. [Result/conclusion]The result shows that optimism and insecurity will affect mobile library service quality mediated by PU and PEU; innovativeness and discomfort will affect mobile library service quality mediated by PEU; motivators have more effect than Inhibitors on mobile library service quality.
Key words： TR; PU; PEU; mobile library service quality
[1] Lin J S C, Chang C.The role of technology readiness in self-service technology acceptance [J]. Managing Service Quality, 2011,21(4):424-444.
[2] Parasuraman A. Technology Readiness Index (TRI) A multiple-item scale to measure readiness to embrace new technologies[J]. Journal of Service Research, 2000, 2(4): 307-320.
[3] Parasuraman A, Colby C L. Techno-ready marketing: How and why your customers adopt technology[M]. New York:The Free Press, 2007.
[4] Meuter M L, Ostrom A L, Roundtree R I. Self-service technologies: Understanding customer satisfaction with technology-based service encounters [J]. Journal of Marketing,2000, 64(3):50-64.
[5] Demirci A E, Ersoy N F.Technology readiness for innovative high-tech products:How consumers perceive and adopt new technologies[J].The Business Review,2008,11(1):302-308.
[6] Elliott K, Meng G, Hall M.The influence of technology readiness on the evaluation of self-service technology attributes and resulting attitude toward technology usage[J]. Services Marketing Quarterly, 2012,33(4):311-329.
[7] Walczuch R, Lemmink J, Streuken S S. The effect of service employees’technology readiness on technology acceptance[J]. Information & Management,2007,44(2):206-215.
[8] Liljander V, Gillberg F, Gummerus J, et al. Technology readiness and the evaluation and adoption of self-service technologies[J].Journal of Retailing and Consumer Service,2006,13(3):177-191.
[9] 王利君. 基于LibQUAL+TM的高校移动图书馆服务质量评价研究[D].南京:南京大学,2013.
[10] 廖璠, 许智敏. 基于LibQual°构建高校移动图书馆服务质量评价指标体系——运用德尔菲法的调查分析[J]. 情报理论与实践, 2015(3):59-62.
[11] 赵杨. 基于多维度多层次法的数字图书馆移动服务质量评价模型构建[J].情报理论与实践,2014(4):86-91.
[12] 夏前龙, 施国洪. 基于AHP-模糊综合评判方法的图书馆移动信息服务质量影响因素探析[J]. 情报学报, 2014, 33(8): 860-871.
[13] Kiran K, Diljit S.Modeling Web-based library service quality [J]. Library & Information Science Research, 2012, 2(5): 184-196.
[14] 甘利人,李莉,谢兆霞. 图书馆网站用户满意度模型的构建与应用[J]. 情报学报,2010,29(1):159-168.
[15] Grönroos C. A service quality model and its marketing implications[J]. European Journal of Marketing, 1984,18(4):36-44.
[16] Lu Y, Zhang L, Wang B. A multidimensional and hierarchical model of mobile service quality[J]. Electronic Commerce Research and Applications, 2009, 8(5): 228-240.
[17] Balog A. Testing a multidimensional and hierarchical quality assessment model for digital libraries[J].Studies in Informatics and Control,2011, 20(3):233-246.
[18] Lin J S C, Hsieh P L. The role of technology readiness in customers’ perception and adoption of self-service technologies[J]. International Journal of Service Industry Management, 2006, 17(5): 497-517.
[19] Parasuraman A, Grewal D. The impact of technology on the quality-value-loyalty chain: A research agenda[J]. Journal of the Academy of Marketing Science, 2000,28 (1):168-174.
[20] Parasuraman A, Colby C. Correlates and consequences of consumer attitudes toward new technologies: Implications for marketing technology-based service[EB/OL].[2015-07-01].http://citeseer.ist.psu.edu/showciting?cid=13087370.
[21] Zeithaml V A, Parasuraman A, Malhotra A. Service quality delivery through Web sites: A critical review of extant knowledge[J]. Journal of the Academy of Marketing Science,2002, 30(4): 362-376.
[22] Lin C H, Shih H Y, Sher P J. Integrating technology readiness into technology acceptance: The TRAM model [J]. Psychology & Marketing, 2007,24(7): 631-657.
[23] 邓李君, 杨文建. 大学生使用移动图书馆的行为持续性的影响因素分析及对策研究——基于扩展持续使用模型[J]. 图书馆论坛, 2014, 34(2): 63-68.
[24] 高春玲, 张春景, 郑永宝. 用户使用移动图书馆服务行为调研与分析——以京沪两地为例[J]. 新世纪图书馆, 2013 (2): 42-46.
[25] Davis F D. Perceived usefulness, perceived ease of use, and user acceptance of information technology[J].MISQ,1989,13(3):319–340.
[26] Venkatesh V, Davis F D. A model of the antecedents of perceived ease of use: Development and test[J]. Decision Sciences, 1996, 27(3): 451-481.
[27] Parasuraman A, Charles L C. An updated and streamlined technology readiness Index: TRI 2.0[J].Journal of Service Research,2015,18:59-74.
[28] 夏前龙, 施国洪, 张晓慧. 移动图书馆服务质量的内涵、结构及其测度[J]. 图书情报知识, 2014(1): 47-55.
[29] Zhou Tao, Lu Yaobin, Wang Bin. Integrating TTF and UTAUT to explain mobile banking user adoption[J]. Original Research Article Computers in Human Behavior, 2010,26(4):760-767.
/
| 〈 |
|
〉 |
