摘要
图书馆微信公众平台的用户满意度研究可为培养和维持高质量、长期稳定的用户关系提供帮助。通过文献综述和用户调研,文章构建图书馆微信公众平台用户体验测评量表,根据321份重要性测评问卷验证量表可靠性,采用Shapley值算法识别181份满意度测评问卷的图书馆微信公众平台用户体验重要、次要和一般满意维度,为图书馆微信公众平台的改进提供依据。根据Shapley值分析结果,图书馆微信公众平台用户体验的改进应重点从心理愉悦度、感官接受度、内容吸引度和使用受益度四个维度进行,并提出改进策略。
Research on user satisfaction of library WeChat public platforms can help to cultivate and maintainalong -term successful customer relationship. Through literature review and user research,a user experienceevaluation scale of WeChat public platform is constructed. Based on 321 evaluation questionnaires,the reliabilityof the scale is then verified. The Shapley value method is used to identify the most important,secondary andgeneral satisfaction dimensions and provide the basis for improvement. From Shapley analysis result,it isconsidered that the improvement of user experience of WeChat public platforms in libraries should focus on fourdimensions,i.e. psychological pleasure,sensory acceptance,content appeal and use benefits. This paper alsoproposes the corresponding improvement strategies.
出处
《图书馆论坛》
CSSCI
北大核心
2018年第3期133-140,共8页
Library Tribune
基金
国家社科基金项目"基于用户感知的移动图书馆质量评价及提升策略研究"(项目编号:13BTQ026)
江苏省高等学校大学生实践创新训练计划项目"嵌入社交平台的移动图书馆研究--以微信公众号为例"(项目编号:201510307011Y)研究成果
