| 移动图书馆服务质量的感知差异性分析 |
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| 引用本文： | 郑德俊,王硕.移动图书馆服务质量的感知差异性分析[J].图书情报工作,2016,60(21):6-16. |
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| 作者姓名： | 郑德俊 王硕 |
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| 作者单位： | 南京农业大学信息管理系 南京 210095 |
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| 基金项目： | 本文系国家社会科学基金项目“基于用户感知的移动图书馆服务质量评价及提升策略研究”（项目编号：13BTQ026）研究成果之一。 |
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| 摘 要： | 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。
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| 关 键 词： | 移动图书馆 服务质量 用户感知 差异性 |
| 收稿时间： | 2016-08-28 |
Differences in Service Quality Perceptions of Mobile Library |
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| Zheng Dejun,Wang Shuo.Differences in Service Quality Perceptions of Mobile Library[J].Library and Information Service,2016,60(21):6-16. |
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| Authors: | Zheng Dejun Wang Shuo |
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| Institution: | Department of Information Management, Nanjing Agricultual University, Nanjing 210095 |
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| Abstract: | 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. |
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| Keywords: | mobile library service quality user perception differences |
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