关键词: 公共图书馆, 健康信息服务, 服务质量, 影响因素, 模糊DANP

Abstract: [Purpose/Significance] With the gradual increase of the demand for health information of Chinese residents, public libraries, as an important information inquiry institution in China, incorporate health information services into their development plan, which is of great significance to improve the health information literacy of Chinese residents. Through literature research, this paper finds that most of the existing studies focus on the analysis of the current service situation and the optimization of the service mode, while there are few studies on the influencing factors of the health information service quality of public libraries. Therefore, by constructing the indicator system of the influencing factors of the health information service quality of public libraries, and applying the fuzzy DANP method to identify and analyze the influencing factors, this paper provides a method of evaluating health information service quality of public libraries. At the same time, by analyzing the context relationship between the key factors affecting the health information service quality of public libraries, it further puts forward targeted optimization strategies, which have certain theoretical and practical significance for effectively improving the comprehensive service quality of health information in public libraries. [Method/Process] By analyzing the context relationship among the three major factors of information ecology theory, i.e. people, information and information environment, this paper constructed an indicator system of the influencing factors from the four dimensions of health information providers, health information recipients, health information and health information environment, and extracted the influencing factors. Twenty-five health informatics experts were invited to score the relationship of the influencing factors, and then the fuzzy DANP method was introduced to quantitatively identify the influencing factors, sort and determine the weight of each factor, and finally put forward targeted health information service quality optimization strategies based on the calculation results and factor characteristics. Fuzzy DANP analysis method not only retains the advantages of DEMATEL analysis method, but also makes up for the situation that the factor weight in DEMATEL analysis method cannot be quantified, so that the research results have certain accuracy and adaptability. [Results/Conclusions] The research found that health information, health information providers, service capabilities and health information environment have a significant impact on the quality of health information service in public libraries, and the cognitive preferences of health information recipients are affeced by other factors. Therefore, public libraries should improve their service level and create an open space and subdivide user groups and provide accurate services. The quality of health information service in public libraries should be improved from three aspects: improving service environment and improving librarians' skills. At the same time, there are also some limitations in the study: first, the subjective interference of expert scoring and the potential error caused by the small number of samples. Second, the indicaotr system still needs to be improved. In the follow-up research, the indicator system will be further optimized and the number of samples will be increased to deeply analyze the factors affecting the quality of health information service in public libraries.

Key words: public library, health information service, service quality, influencing factor, fuzzy DANP