专题:基于智能协同的多点区域性网借平台研究

公共图书馆图书网借服务平台用户满意度影响因素研究:基于广佛地区的实证分析

  • 韦景竹 ,
  • 邝静雯 ,
  • 张桐瑞
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  • 中山大学信息管理学院, 广州 510006
韦景竹,教授,博士生导师,E-mail:weijzhu@mail.sysu.edu.cn;邝静雯,硕士;张桐瑞,博士研究生。

收稿日期: 2024-08-30

  修回日期: 2024-11-30

  网络出版日期: 2025-05-28

基金资助

本文系国家社会科学基金重点项目“智慧公共文化服务及云平台优化研究”(项目编号:18AZD036)和国家文化和旅游科技创新工程项目“基于智能协同的多点区域性网借平台研究”研究成果之一。

Impact Factors of User Satisfaction with the Public Library Online Book Borrowing Platform: Empirical Evidence from Guangzhou and Foshan

  • Wei Jingzhu ,
  • Kuang Jingwen ,
  • Zhang Tongrui
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  • School of Information Management, Sun Yat-sen University, Guangzhou, 510006
Wei Jingzhu, professor, doctoral supervisor, E-mail: weijzhu@mail.sysu.edu.cn; Kuang Jingwen, master; Zhang Tongrui, doctoral candidate.

Received date: 2024-08-30

  Revised date: 2024-11-30

  Online published: 2025-05-28

Supported by

This work is supported by the key program of the National Social Science Fund of China titled “Research on the Optimization of Smart Public Cultural Services and Culture Cloud Platforms” (Grant No. 18AZD036) and the National Cultural and Tourism Science and Technology Innovation Project titled “Research on Multi-point Regional Network Book Borrowing Platform Based on Intelligent Collaboration”.

摘要

[目的/意义] 从管理者和用户双重视角探究公共图书馆图书网借服务平台用户满意度影响因素,有利于提升图书网借服务质量、吸引用户持续使用平台。[方法/过程] 以期望确认理论、信息系统成功模型和用户满意度模型为基础,通过深度访谈挖掘用户满意度影响因素,运用问卷调查探究平台质量、图书质量、服务质量、个人因素、社会影响对用户满意度的影响。[结果/结论] 广佛地区424份问卷样本表明,个人因素、平台质量直接影响用户满意度;图书质量、服务质量通过用户感知影响用户满意度,个人因素和社会影响通过用户期望影响用户满意度。研究构建基于双重视角的公共图书馆图书网借服务平台用户满意度模型,是对图书馆服务与文化系统用户满意度理论的拓展,为公共文化服务智慧化转型中的图书网借服务精准化改进及用户体验优化提供路径指引。

本文引用格式

韦景竹 , 邝静雯 , 张桐瑞 . 公共图书馆图书网借服务平台用户满意度影响因素研究:基于广佛地区的实证分析[J]. 图书情报工作, 2025 , 69(11) : 26 -39 . DOI: 10.13266/j.issn.0252-3116.2025.11.003

Abstract

[Purpose/Significance] Exploring the factors influencing user satisfaction with the public library online book borrowing platform from the perspectives of libraries and users is beneficial for improving the service quality and attracting users to use the platform continuously. [Method/Process] Based on the expectation-confirmation theory, information system success model, and user satisfaction model, the impact factors of user satisfaction were identified through in-depth interviews and literature research. A questionnaire survey was adopted to analyze the impacts of platform quality, book quality, service quality, personal factors, and social influence on user satisfaction. [Result/Conclusion] The analysis on the 424 responses in Guangzhou and Foshan indicates that personal factors and platform quality directly impact user satisfaction. Book quality and service quality impact user satisfaction through user perception, while personal factors and social influence impact user satisfaction through user expectation. The study constructs a user satisfaction model for the online book borrowing platform of public libraries based on a dual perspective. This serves as an extension of the theory of user satisfaction with library services and cultural systems, and provides practical guidance for the improvement of online book borrowing services to enhance user experience in the public cultural service intelligent transformation context.

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