Library and Information Service >
Differences in Service Quality Perceptions of Mobile Library
Received date: 2016-08-28
Revised date: 2016-10-17
Online published: 2016-11-05
[Purpose/significance] The rapid development of mobile library prompts that scholars pay more attention to the quality of service of mobile library. It is helpful to improve the quality of mobile library services by discussing the differences in user's perception about service quality. [Method/process] Based on self-built mobile library service quality observation scale, this article analyzes the differences from the view of gender differences, the type of discipline, experience and institutional attributes of users. [Result/conclusion] There are many differences in service quality perceptions of mobile library service. We should pay more attention to service announcements which the core is the service promotion, and consider interactive experience as a future improvement focus to improve the quality of service.
Key words： mobile library; service quality; user perception; differences
Zheng Dejun , Wang Shuo . Differences in Service Quality Perceptions of Mobile Library[J]. Library and Information Service, 2016 , 60(21) : 6 -16 . DOI: 10.13266/j.issn.0252-3116.2016.21.001
[1] HEY J, SANDHU J S, NEWMAN C, et al. Designing mobile digital library services for per-engineering and technology literacy[J]. International journal of engineering education,2007,23(3):441-453.
[2] 叶莎莎,杜杏叶.移动图书馆用户需求理论研究[J].图书情报工作,2014,58(16):51-56.
[3] 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,2015(1):47-55.
[4] 许强,李海英,李恩科,等.高校移动图书馆服务质量影响因素探究——基于ANP-模糊综合评判法[J].图书情报工作,2015,59(21):68-75.
[5] 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,2015,38(3):59-62,48.
[6] 郑德俊,轩双霞,沈军威.用户感知的移动图书馆服务质量测评模型构建[J].大学图书馆学报,2015(5):83-92.
[7] 张艳芳,过仕明,谭凤茹.基于LibQUAL+的移动图书馆服务质量评价模型构建研究——以哈尔滨师范大学移动图书馆为例[J].情报科学,2014,32(12):98-104.
[8] ROTH A,TURNBOW D,GOLDMAN C,et al.Building a scalable mobile library orientation activity with Edventure Builder[J]. Library hi tech,2016,34(1):36-44.
[9] PU Y H,CHIU P S,CHEN T S,et al. The design and implementation of a mobile library APP system[J]. Library hi tech,2015,33(1):15-31.
[10] GRABOWSKY A,WRIGHT M. Connecting with health science students and faculty to facilitate the design of a mobile library website[J]. Medical reference services quarterly,2013,32(2):151-162.
[11] CHEN T S,PU Y H,CHIU P S,et al.Development and evaluation of the mobile library service system success model:a case study of Taiwan[J].Electronic library,2015,33(6):1174-1192.
[12] ZHANG M, SHEN X L, ZHU M X, et al. Which platform should I choose? Factors influencing consumers' channel transfer intention from web-based to mobile library service[J]. Library hi tech,2016,34(1):2-20.
[13] GOH, T T. Exploring gender differences in SMS-based mobile library search system adoption[J]. Educational technology & society,2011,14(4):192-206.
[14] 施国洪,赵庆,夏前龙.基于整合Kano模型与IPA分析的移动图书馆服务质量提升策略[J].情报资料工作,2015(6):73-78.
[15] 赵扬,高婷.移动图书馆服务质量控制流程设计与应用[J].图书情报工作,2015,59(1):33-39.
[16] 张焕敏,陈琴锋,魏群义,等.国内十所高校移动图书馆用户需求调查实践探析[J].图书馆理论与实践,2015(3):61-65.
[17] 陈添源. 移动图书馆用户市场细分实证研究[J].图书情报工作,2016,60(1):37-44.
[18] FLINT D J, WOODRUFF R B, GARDIAL S F. Customer value change in industrial marketing relationships:a call for new strategies and research[J]. Industrial marketing management, 1997, 26(2):163-175.
[19] 施谊,杨顺勇.上海世博会社会影响感知的性别差异分析[J].华东经济管理,2011(4):1-4.
[20] 胡秀梅,贾哲. 基于差异显著性检验的图书馆服务质量评估方法探析[J]. 图书情报工作, 2012, 56(1):78-81.
[21] 施国洪,曾丽,陈敬贤.基于象限分析法的图书馆服务质量模型的差异性分析——SERVQUAL和LIBQUAL+TM在中国图书馆的应用[J].图书馆建设,2010(5):43-46.
[22] 金更达.图书馆服务质量评价实现探讨[J].大学图书馆学报,2002(3):49-54.
[23] 高春玲,卢小君,郑永宝.基于个体特征的用户移动阅读行为的差异分析——以辽宁师范大学师生为例[J].图书情报工作,2013,57(9):70-74.
[24] 王逸鸣,封世蓝.新媒介环境下大学生阅读行为差异性分析——以北京地区六所重点高校为例[J].中国编辑,2015(3):33-38.
[25] 万映红,李江,崔亮亮.银行互动渠道的顾客价值维度差异性分析[J].预测,2006,25(1):42-46,71.
[26] 吴明隆.问卷统计与分析实务——SPSS操作与应用[M].重庆:重庆大学出版社,2010:332-356.
[27] 张秀芬. 新时期公共图书馆用户分析[J].科技情报开发与经济,2013,23(24):58-80,57. 作者贡献说明:郑德俊:提出研究思路,修改论文; 王硕:论文的初步写作和数据分析。
/
| 〈 |
|
〉 |
