Factorial invariance of LibQUAL+® as a measure of library service quality over time

LibQUAL+® is an instrument purported to measure three dimensions of library service quality: service affect, library as a place, and information control. After changes were made to the instrument in 2003, however, no confirmatory factor analyses have been published in peer-reviewed journals affirming the three-factor structure of LibQUAL+®. These deficiencies were addressed by testing the hypothesized three-factor structure and the stability of that structure over time. Specifically, data from three samples (n = 550; n = 3261; n = 2103) were collected over a five-year period and analyzed using a multi-group confirmatory factor analysis. Results suggest that the theoretical model fit the data across the three samples and demonstrates factorial invariance over time. Multicollinearity between affect of service and information control, however, indicate that service quality may be measured as two dimensions rather than three, providing a more parsimonious explanation of service quality.     

LibQual+® as a predictor of library success: Extracting new meaning through structured equation modeling

The LibQUAL+ instrument serves as an indicator of user satisfaction. While offering clear insights into user satisfaction levels, it lacks interpretability when seeking to judge overall library success. This study aims at adopting LibQUAL+ as a measurement tool to predict library users' intention to patronize the library more in future. A theoretical model is presented to measure the relationships among the three LibQUAL+ service dimensions and the overall library user satisfaction. We estimate the effects of the three service dimensions on two indicators of students' attitudes and beliefs (Overall Satisfaction and Perceived Academic Success) and, in turn, the effects of those two variables on students' anticipated library use. We tested the research model using structural equation modeling. Our study results reveal that the three dimensions, Library as Place, Affect of Service and Information Control have considerably different impact on Satisfaction and Perceived Academic Success. Similarly, the two mediating variables, Satisfaction and Perceived Academic Success, have different impact on the Intention to Use [the] Library More in future. Our work is meant to explain how an effective and widely used measurement tool can become more effective and informative through SEM analysis and to provide a broader model to predicting library success.     

Development and validation of the library ethics scale

Most studies on library ethics are theoretical. No scale has been developed with a valid and reliable psychometric property to measure library staff and users' ethical perceptions or behaviors. This paper describes the development of a brief measure of the Library Ethics Scale (LES) conducted in two consecutive studies. In the first study, based on the literature review and opinions of expert groups, 47 items were developed for the item pool. These items were administered to 521 university library users in Turkey. An explanatory factor analysis indicated a strong two-factor solution. In the second study conducted on 259 participants, these two-factor structures showed good psychometric properties, with 18 items explaining the total variance of 59.074. The Cronbach alpha reliability coefficient was 0.903, and the two sub-dimensions were found to be 0.91, and 0.888, respectively. The LES shows good validity and reliability properties and has potential application in library ethics settings, including library professionals' perceptions and users' perceptions and behaviors.     

图书馆用户需求外溢研究

通过对图书馆用户信息活动的研究,提出图书馆用户需求外溢的概念。图书馆用户需求外溢的产生受到需求无限性、有限性、层次性、图书馆核心价值等内在因素以及图书馆服务能力有限性、图书馆服务之间的差异性、制度变迁下的图书馆公共选择、图书馆环境与用户环境、用户心理等现实因素的共同作用。图书馆用户需求外溢能够促进其进步,提高图书馆整体服务水平与创新能力,加剧图书馆之间对用户需求资源的争夺,使用户需求得到挖掘、放大与满足,对外溢上下游的图书馆起到示范作用,并能加速图书馆之间、图书馆用户之间马太效应的形成。     

Examining the measurement and structural invariance of LibQUAL+® across user groups

The LibQUAL+® instrument measures users' perceptions of library service quality; three factors are evaluated: Affect of Service, Information Control, and Library as Place. Although previous studies have assessed the factorial invariance of LibQUAL+®, factorial invariance by itself is insufficient for score comparability across groups. Stronger levels of measurement invariance need to be established. This study systematically tested the measurement and structural invariance of LibQUAL+® scores in a sample of 1551 undergraduate students, 707 graduate students, and 134 faculty members. Multi-group confirmatory factor analyses showed that full measurement invariance did hold between students and faculty for the complete instrument. Building on the measurement invariance, structural invariance models showed that factor variances were equivalent across user groups, but factor covariances and means differed. Faculty had higher perceptions of Affect of Service and undergraduate students had higher perceptions of Library as Place compared to the other groups.     

移动图书馆用户采纳行为的整合模型实证研究

基于传统信息系统采纳模型,结合心理学和行为科学相关理论,从一般技术因素、特定技术因素、用户心理因素和社会影响因素四个方面构建了一个整合的移动图书馆用户采纳行为的结构方程模型,并且采用SPSS 17．0和PLS结构方程软件对模型和假设进行检验。实证结果表明：感知易用性、感知移动性、用户创新性、感知信任和网络外部性是影响用户采纳移动图书馆的主要因素,而感知有用性、感知货币价值和社会规范对用户采纳移动图书馆的影响不显著。     

基于扎根理论的移动图书馆社群化服务用户参与影响因素研究

[目的/意义]新媒体环境下,以用户原创内容、互动分享关系、自组织活动和参与式服务设计为特点的移动图书馆社群化服务成为图书馆服务的新模式。从用户视角入手,探究移动图书馆社群化服务中用户参与的影响因素,进而构建移动图书馆社群化服务理论模型。[方法/过程]通过半结构化访谈方式对10名受访者进行调查,运用扎根理论方法对访谈资料进行分析和归纳以提炼影响用户参与的因素,并对因素间的作用路径进行分析。[结果/结论]最终归纳出影响用户参与的4个主范畴,即基础服务质量、社群化服务价值、用户社群化关系和参与式服务设计,并以此为基础构建影响因素与作用路径理论模型,帮助从用户角度深入了解移动图书馆社群化服务的构建方向,为移动图书馆未来在资源组织、服务更新等方面完善自身功能提供一定的借鉴。     

Higher-Order Factor Analytic Perspectives on Users' Perceptions of Library Service Quality

The SERVQUAL measure was developed by Parasuraman, Berry, and Zeithaml (SERVQUAL: A multiple-item scale for measuring customer perceptions of service quality. Journal of Retailing, 64, 12–40) to measure perceptions of service quality, originally in the retailing sector. Libraries and other educational institutions, however are also service providers. Librarians, in particular, have recently become increasingly interested in measuring quality of service as the ultimate assessment of library performance, as against more traditional measures of performance such as mere counts of various holdings. The present study explored SERVQUAL score validity in the library service context using data from 596 users representing three user groups and measurement at three times over six years. Second-order factor analysis provided mixed results as regards the psychometric integrity of SERVQUAL scores applied within the library service context.     

基于建构主义的高校图书馆用户自助教育研究

随着数字信息环境的形成,用户自助教育逐渐成为图书馆用户教育的重要形式。文章认为建构主义强调的是学习者知识意义的主动建构,可为高校图书馆用户自助教育的开展提供理论基础。分析建构主义理论指导下高校图书馆用户自助教育的特点,并结合安徽工程科技学院图书馆实际就用户自助教育的实现模式进行探讨,以期对图书馆引导用户进行自助教育、树立自主学习理念起到促进作用。     

A Comparison of Two User Groups

ABSTRACT

The effective use of library resources is critical to the success of international students, a group which is gaining importance in American higher education. These students face unique challenges in their pursuit of higher education in a foreign country which presents both language and cultural barriers. The authors conducted a mail survey of two populations. International students and U.S. students were sent nearly identical surveys designed to compare use patterns, perceptions of the library and its services, and willingness to seek help. A comparison of responses provides insight into both similar and differing behaviors and suggestions for improving service.     

公共图书馆服务创新模型研究

公共图书馆的服务创新能力对其应对社会经济变迁具有重大意义。在简要回顾图书馆服务创新的相关文献基础上,本文从图书馆中高层管理者的角度出发,聚焦用户需求,全面考虑图书馆创新服务的整个过程,构建了公共图书馆服务创新模型,并从新服务创意产生、新服务选择和新服务评价三个阶段详细分析了上述模型,以期推动该领域的理论创新和实践创新。     

技术焦虑对移动图书馆服务质量的影响研究

[目的/意义] 针对信息技术环境下移动图书馆服务质量的问题,探究用户的技术焦虑对移动图书馆服务质量的影响机理,建立技术焦虑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] 以用户参与为中介变量,分析技术焦虑与用户参与、移动图书馆服务质量的作用关系并构建研究模型,通过分析调研数据对模型进行严格的实证检验。[结果/结论] 结果表明,技术焦虑对用户参与存在显著的反向作用,用户参与对移动图书馆服务质量存在显著正向作用,技术焦虑以用户参与为部分中介对移动图书馆服务质量产生反向作用,技术焦虑的个人维度对移动图书馆服务质量的影响比图书馆维度更显著。     

移动图书馆服务质量的感知差异性分析

[目的/意义] 移动图书馆的快速发展引发了学者们对移动图书馆服务质量的广泛关注,从用户感知差异的角度去探讨服务质量有助于提升移动图书馆服务水平。[方法/过程] 使用自建的移动图书馆服务质量观测量表,采用方差分析、象限分析和聚类分析方法,从用户的性别、学科类型、使用经验和机构属性进行差异性分析。[结果/结论] 研究发现用户对服务质量的感知存在差异性,移动图书馆服务应重视以服务推广为核心的服务宣传,并以交互体验改进作为未来服务质量的改进重点。     

图书馆参考咨询网站的用户交互特性关键因素研究

为探讨图书馆数字参考咨询服务的用户交互特性,构建“用户感知图书馆参考咨询网站服务质量”概念模型,找到交互过程质量和服务产出质量之间的联系。提出实证研究方案,即采用主观评估（即专家评估）和客观评估（即用户评估）相结合的两种评价视角,设计图书馆参考咨询网站用户交互指标测度的专家实验和图书馆参考咨询服务产出质量的用户实验。     

基于Kano模型的高校图书馆微信公众号服务内容分类和供给优先序研究

[目的/意义] 高校图书馆微信公众号的服务内容是影响服务质量和用户使用的关键因素，从用户满意度的角度对高校图书馆微信公众号服务内容进行分类和供给优先序研究，可使高校图书馆在有限的条件下，最大限度地提高用户满意度。[方法/过程] 在对42所"双一流"高校图书馆微信公众号的现有服务内容进行系统梳理的基础上，运用用户满意度的前馈控制方法--Kano模型的基本理论，结合用户满意指数和精细化Kano模型，分析各服务内容对用户满意度的影响和影响程度。[结果/结论] 将现有29项服务内容划分为8项高魅力服务内容、10项低魅力服务内容、5项高期望服务内容、2项潜在服务内容、4项无关服务内容，提出各类服务内容的管理策略；通过对用户满意指数分析，结合四象限散点图，确定高校图书馆微信公众号服务内容供给重点，进行优先级顺序，旨在帮助管理者根据图书馆实际情况有先后缓急的提供优质服务内容，从而实现满意度最大化的目标。     

高校图书馆复合式收费信息服务探讨

本文采用实地调查与文献调查相结合的方法,考察了目前高校图书馆所开展信息服务中的有偿部分、收费标准及收费模式,进而探讨了基于事业性收费前提的图书馆有偿信息服务应该采取什么样的有效模式.研究发现,高校图书馆进行收费的服务项目大部分属于竞争性情报类,对象不同标准也不尽相同,从而保障了本校读者需求,也满足了一定程度的社会需求,尤其是在利用特色数据库进行服务的过程中,复合模式起到了重要的平衡作用.     

高校图书馆参与公共文化服务体系影响因素研究

[目的/意义]构建高校图书馆参与公共文化服务体系影响因素模型，为高校图书馆公共文化服务发展提供理论和实践参考。[方法/过程]通过对10所高校26位采访对象的深度访谈，采用扎根理论方法，探索性研究高校图书馆参与公共文化服务体系影响因素，并构建其扎根理论模型。[结果/结论]高校图书馆参与公共文化服务体系影响因素主要包括4个主范畴：高校及其图书馆归因、政府机构归因、公众用户归因、其他归因。其中高校及其图书馆归因是主导性因素，政府机构归因是保障性因素，公众用户归因是驱动性因素，其他归因是制约性因素。在此基础上，提出高校图书馆深度参与公共文化服务体系策略。     

读者服务主导环境下的图书馆文献资源建设经费分配及控制案例研究

有效地把文献资源建设和读者服务工作紧密结合起来,是图书馆界迫切需要解决的问题。本文基于实际案例来分析文献资源建设模式的基础,浅析了阻碍"以服务主导文献资源建设"实施的原因,并重点介绍西交利物浦大学图书馆以读者服务为主导的文献资源建设经费分配与控制成功案例。