摘要
[目的/意义]针对当前移动图书馆服务质量评价的不足,提出一种新的移动图书馆服务质量评价体系,引导移动图书馆提供有针对性、高质量的信息服务。[方法/过程]基于文献研究和专家访谈,结合高校移动图书馆服务特征,构建4个准则维度和13个子维度的高校移动图书馆服务质量多维度评价体系。采用网络分析法(ANP)对各级影响因素的相对重要性权重进行估计。通过问卷调查收集数据,对西安某高校移动图书馆服务质量进行分层次的模糊综合评判,多角度评估该校移动图书馆服务质量水平。[结果/结论]结果表明,信息质量是最重要的准则维度,有用性和丰富性是最为关键的子准则维度。运用ANP和模糊综合评判方法构建高校移动图书馆服务质量评价体系和权重估计具有较好的适用性,同时也可为提升移动图书馆服务质量水平提供借鉴。
[ Purpose/significance] This paper establishes a mobile library service quality evaluation model for the current service quality evaluation in mobile libraries in China, and guides mobile libraries to provide targeted, high-quality information services. [ Method/process ] Based on literature reviews and experts interviews, and taking the characteristics of university mobile library services into account, the paper designed the hierarchical structure of factors affecting universi- ty mobile library service quality, which consisted of four primary factors and thirteen secondary factors. We used analytic network process （ANP） to determine the relative importance weights of these hierarchical factors. Then an empirical study was conducted through questionnaires by hierarchical fuzzy comprehensive evaluation on university mobile library service quality. [ Result/conclusion ] It turns out that information quality is the most important factor, usefulness and richness are most critical sub factors. And the application of ANP and fuzzy comprehensive evaluation could effectively establish the service quality evaluation modeland determine weights of university mobile libraries. It also provides advice to the service providers so that they can improve the university mobile library service quality.
出处
《图书情报工作》
CSSCI
北大核心
2015年第21期68-75,共8页
Library and Information Service
关键词
高校移动图书馆
服务质量影响因素
ANP
模糊综合评判
university mobile library service quality influence factors ANP fuzzy comprehensive evaluation
