常态化疫情防控背景下24小时自助图书馆服务质量评价体系研究

doi:10.13998/j.cnki.issn1002-1248.21-0558

摘要/Abstract

摘要： [目的/意义]分析常态化疫情防控背景下24小时自助图书馆服务质量的影响因素,对其进行全面合理评价。对于自助图书馆应对未来可能发生的公共卫生突发事件具有一定的指导意义。[方法/过程]通过半结构化访谈,运用扎根理论,结合24小时自助图书馆的特点,从文献资源、实体环境、系统功能、交互质量以及管理水平5个维度,选取21项指标构建服务质量评价指标体系,并运用层次分析法确定各项指标权重,形成常态化疫情背景下自助图书馆服务质量综合分数的计算公式。最后选取两所24小时自助图书馆进行实证研究。[结果/结论]在常态化疫情背景下,24小时自助图书馆在保证文献资源质量的基础上,应注重馆内环境,提高管理工作效率,做好日常维护工作。

关键词: 常态化疫情防控, 24小时自助图书馆, 服务质量, 评价体系

Abstract: [Purpose/Significance] To analyze the factors affecting the quality of 24-hour self-service library service under the background of normal state of COVID-19 epidemic prevention and control, and to perform comprehensive and reasonable evaluation. It is of certain guiding significance for self-service libraries to deal with possible public health emergencies in the future. [Method/Process] Through semi-structured interviews, using root theory, combining the characteristics of 24-hour self-service libraries, and from the aspects of literature resources, physical environment, system function, interaction quality and management level, we selected 21 indicators to build service quality evaluation index system, and used hierarchical analysis to determine the weight of various indicators, form a calculation formula of self-service library comprehensive score under the background of normal state of epidemic prevention and control. Finally, two 24-hour self-service libraries were selected for the empirical study. [Results/Conclusions] Under the background of normal state of COVID-19 epidemic prevention and control, and on the basis of ensuring the quality of their information resources, self-service libraries should pay attention to the environment in the libraries, improve management efficiency, and do a good job in daily maintenance.

Key words: normal state of COVID-19 epidemic prevention and control, 24-hour self-service library, quality of service, evaluation system

中图分类号:

G251

马蕴哲, 崔旭, 张小艺. 常态化疫情防控背景下24小时自助图书馆服务质量评价体系研究[J]. 农业图书情报学报, 2022, 34(3): 68-80.

MA Yunzhe, CUI Xu, ZHANG Xiaoyi. 24-Hour Service Quality Evaluation System of a Self-Service Library under the Background of Normal State of COVID-19 Epidemic Prevention and Control[J]. Journal of Library and Information Science in Agriculture, 2022, 34(3): 68-80.

参考文献

[1] 栾海军, 黄展炯, 刘枭, 等. 24小时自助图书馆空间布设适宜性评估理论与实践[J]. 图书馆, 2018(10): 50-54.
LUAN H Q, HUANG Z Q, LIU X, et al.Theory and practice of spatial suitability assessment for 24-hour self-service library[J]. Library, 2018(10): 50-54.
[2] 张琪, 古恒宇, 谢双玉, 等. 武汉市24小时自助图书馆设立的空间效应研究[J]. 人文地理, 2016, 31(5): 80-86.
ZHANG Q, GU H Y, XIE S Y, et al.Study on the spatial effect of Wuhan 24-hour self-service library[J]. Humanities and geography, 2016, 31(5): 80-86.
[3] 夏立新, 白阳, 李成龙. 基于SoLoMo的智慧自助图书馆服务体系研究[J]. 图书情报工作, 2015, 59(4): 32-36, 82.
XIA L X, BAI Y, LI C L.Research on intelligent self-service library service system based on SoLoMo[J]. Library and information work, 2015, 59(4): 32-36, 82.
[4] 鲁方平. 自助图书馆发展模式的比较研究——以温州市图书ATM机与"城市书房"的建设为例[J]. 国家图书馆学刊, 2017, 26(2): 63-68.
LU F P.Comparative study on self-service library development mode - Taking the construction of book ATM and "city study" in Wenzhou as an example[J]. Journal of the national library of China, 2017, 26(2): 63-68.
[5] 郑永田. 24小时自助图书馆: 公共图书馆延伸服务的历史必然[J]. 图书与情报, 2015(6): 10-18.
ZHENG Y T.24 hour self-service library: The historical necessity for public library extension service[J]. Library and information work, 2015(6): 10-18.
[6] 吴克莉. 城市街区24小时自助图书馆用户服务评价——基于983份来自深圳的问卷数据统计[J]. 出版广角, 2019(6): 82-84.
WU K L.Evaluation of 24-hour self-service library user service in urban blocks - Based on 983 questionnaires from Shenzhen[J]. View on publishing, 2019(6): 82-84.
[7] 金莹, 刘艳灵. 城市街区自助书吧用户使用意愿研究——基于重庆城区的调查[J]. 新世纪图书馆, 2020(8): 43-50.
JING Y, LIU Y L.Study on users' willingness to use self-service library in city blocks: Based on the survey of Chongqing urban area[J]. New century library, 2020(8): 43-50.
[8] 韦景竹, 曹树金, 陈忆金. 基于读者需求的城市公共图书馆服务质量评价模型研究——以广州图书馆为例[J]. 图书情报知识, 2015(6): 36-47, 88.
WEI J Z, CAO S J, CHEN Y J.Research on service quality evaluation model of city public library based on user needs - Case study of Guangzhou library[J]. Document, informaiton & knowledge, 2015(6): 36-47, 88.
[9] 尤荻, 梁双陆. 公共图书馆建设项目社会效益后评价体系研究[J]. 图书馆, 2015(10): 102-105.
YOU D, LIANG S L.Social beneift post-evaluation system of public library construction project[J]. Library, 2015(10): 102-105.
[10] 郭顺利, 张向先, 李昆. 基于模糊综合评价的高校图书馆学科服务团队绩效评价研究[J]. 现代情报, 2017, 37(4): 95-102, 123.
GUO S L, ZHANG X X, LI K.Research on the performance evaluation method of university library subject service team based on fuzzy comprehensive evaluation[J]. Modern information, 2017, 37(4): 95-102, 123.
[11] 郭顺利, 张向生, 李中梅. 高校图书馆微信公众平台传播影响力评价体系研究[J]. 图书情报工作, 2016, 60(4): 29-36.
GUO S L, ZHANG X X, LI Z M.Research on the evaluation system of the WeChat official account admin platform of university libraries[J]. Library and information service, 2016, 60(4): 29-36.
[12] 王卫军. 基于可用性的移动图书馆服务能力评价研究[J]. 情报理论与实践, 2016, 39(1): 100-103.
WANG W J.Research on service ability evaluation of mobile library based on usability[J]. Information studies: Theory & application, 2016, 39(1): 100-103.
[13] 夏立新, 孙丹霞, 王忠义. 网络环境下数字图书馆知识服务用户满意度评价指标体系构建[J]. 图书馆杂志, 2015, 34(3): 27-34.
XIA L X, SUN D X, WANG Z Y.Evaluation index system of consumer satisfaction for digital library knowledge service in the network environment[J]. Library journal, 2015, 34(3): 27-34.
[14] 高海涛, 徐凯英, 盛盼盼, 等. 基于AHP-DEA的高校移动图书馆服务质量评价模型研究[J]. 情报科学, 2016, 34(12): 88-91.
GAO H T, XU K Y, SHENG P P, et al.Research on service quality evaluation model of university mobile library based on AHP-DEA[J]. Information science, 2016, 34(12): 88-91.
[15] 吕宁, 韩霄, 赵亚茹. 旅游中小企业经营者创新行为的影响机制——基于计划行为理论的扎根研究[J]. 旅游学刊, 2021, 36(3): 57-69.
LU N, HAN X, ZHAO Y R.The Influencing mechanism of innovation behavior of tourism SMES operators: A grounded study based on planned behavior theory[J]. Tourism tribune, 2021, 36(3): 57-69.
[16] FASSINGER R E.Paradigms, praxis, problems and promise: Grounded theory in counseling psychology research[J]. Journal of
counseling psychology, 2005, 52(2): 156-166.
[17] 常亮. 消费者参与共享经济的行为归因和干预路径——基于扎根理论的分析框架[J]. 贵州社会科学, 2017(8): 89-95.
CHANG L.Behavioral attribution and intervention paths of consumer participation in the sharing economy: An analytical framework based on grounded theory[J]. Guizhou social sciences, 2017(8): 89-95.
[18] 张晗, 毕强, 许鹏程. 图书馆知识发现系统与用户交互模型构建[J]. 情报资料工作, 2018(4): 15-23.
ZHANG H, BI Q, XU P C.Library knowledge discovery system and user interaction model construction[J]. Information and documentation services, 2018(4): 15-23.
[19] 汪应洛. 系统工程[M]. 北京: 机械工业出版社, 2016.
WANG Y L.System engineering[M]. Beijing: Machinery industry press, 2016.
[20] 李璞. 高校高层次人才的评价和管理研究[D]. 成都: 电子科技大学, 2006.
LI P.Research on the evaluation and management of high-level talents in universities[D]. Chengdu: University of electronic science and technology of China, 2006.
[21] 徐阳. 旅游精准扶贫效应研究——以拉萨两区四村为例[D]. 拉萨: 西藏大学, 2018.
XU Y.Study on the effect of targeted poverty alleviation through tourism - Take the two districts and four villages in Lhasa as an example[D]. Lhasa: Tibet university, 2018.
[22] 骆正清. AHPAHP中不一致性判断矩阵调整的新方法[J]. 系统工程理论与实践, 2004, 24(6): 84-92.
LUO Z Q.New method for inconsistency judgment matrix adjust ment in a new method for adjusting inconsistency judgment matrix in AHPAHP[J]. The theory and practice of system engineering, 2004, 24(6): 84-92.
[23] 易程, 李春. 基于ISO11620图书馆绩效指标的层次分析法评价模型研究[J]. 大学图书馆学报, 2010, 28(2): 28-32, 78.
YI C, LI C.Study on the hierarchical analysis evaluation model based on the performance index of ISO11620 library[J]. University library journal, 2010, 28(2): 28-32, 78.