移动图书馆服务质量优化模式的构建研究

[目的/意义]针对优化工作涉及因素的复杂性,构建一个合适的移动图书馆服务质量优化模式,能够有效地指导优化实践。[方法/过程]借助问卷调查,对服务质量、用户满意度和用户持续使用意愿之间的影响关系进行实证分析,发现用户与移动图书馆平台交互过程中所形成的服务质量认知和情感体验影响价值认同,进而影响用户满意度和持续使用意愿。[结果/结论]在实证分析结果基础上,构建移动图书馆服务质量优化"飞行"模式,即以需求来引领,发挥服务质量在提升用户满意度和促进用户持续使用上的主体作用,并经由培训和推广助力用户扩大服务质量认知和增强情感联结。

A Study on Constructing the D-Squat Model to Optimize the Service Quality of M-Library

[Purpose/significance] Constructing a suitable service optimization model for mobile library can effectively guide the complex realities.[Method/process] Through analyzing the data acquired by questionnaire survey, we found the cognition and emotion factors jointly influence the value identification for M-library platform. Then it affects the user satisfaction and continuous usage behavior.[Result/conclusion] Based on the interrelationship among these elements, this paper proposes the D-Squat Model to optimize the service quality of M-Library. This model is led by demands. And the service quality plays dominant role in the model. Meanwhile, advertising and training is the rocket-booster for enhancing the cognition and emotion factors.