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合肥市城市阅读空间服务质量评价研究

【作者】 代军

【导师】 周瑛; 王莲;

【作者基本信息】 安徽大学, 图书情报(专业学位), 2020, 硕士

【摘要】 2017年6月,合肥市政府审核通过了《合肥市城市阅读空间建设实施方案》,目标是2017年,建成首批20个以上的城市阅读空间,发挥示范引领作用;到2020年,要建成100个左右的城市阅读空间,构建市、区、街道、社区四级纵向贯通、横向互动的阅读服务体系和运营网络,形成15分钟阅读圈。在国家政策和地方政策的双重支持下,合肥市城市阅读空间得以快速的发展。随着合肥市城市阅读空间不断建设,以及在用户对城市阅读空间模式、质量、层次等需求日益多元化这样的一个背景下,影响合肥市城市阅读空间服务质量的因素也趋向复杂,适时的对合肥市城市阅读空间服务质量进行评价,可以让合肥市城市阅读空间能够对自身服务的现状和存在的问题有一个较为清晰的了解,为及时改进工作提供依据。本文以合肥市城市阅读空间服务质量为研究对象,在阅读和分析合肥市城市阅读空间相关文献的基础上,结合对合肥市城市阅读空间的用户访谈实际情况,基于扎根理论获得了影响合肥市城市阅读空间服务质量的相关因素。在建立影响因素理论模型之后,利用层次分析法确定各指标权重,从而构建出4个一级指标和18个二级指标的合肥市城市阅读空间服务质量评价指标体系。各指标及权重如下:4项一级指标权重:服务内容(0.4826)、整体建设(0.2613)、内部环境(0.1857)和馆员队伍(0.0704)。18项二级指标及权重:图书资源(0.1899),运营管理(0.1377),增值服务(0.1187),信息服务(0.0984),位置布局(0.0791),图书管理(0.0670),阅读环境(0.0614),个性化服务(0.0414),推广活动(0.0340),功能分区(0.0308),服务态度(0.0264),总体数量(0.0244),服务能力(0.0227),建筑面积(0.020),硬件设备(0.0163),服务意识(0.0154),开放时间(0.0102),专业素养(0.0059)。然后通过问卷调查和分析调查结果得出:目前合肥市城市阅读空间的服务质量整体处于较满意水平,用户满意度较好,但仍有个别指标用户满意度不高,服务质量仍有提高空间。最后,根据分析结果结合实际情况提出了提升合肥市城市阅读空间服务质量的可行性建议,目的是帮助合肥市城市阅读空间有针对性的改进自身服务并提高读者的满意度。

【Abstract】 In June 2017,the Hefei Municipal Government reviewed and approved the "Hefei City Urban Reading Space Construction Implementation Plan",with the goal of building the first batch of more than 20 urban reading spaces in 2017,to play a leading role in demonstration;by 2020,it will be completed About 100 urban reading spaces,constructing a four-level vertical,horizontal,and horizontally interactive reading service system and operating network at the city,district,street,and community,forming a 15-minute reading circle.With the dual support of national and local policies,Hefei’s urban reading space has developed rapidly.With the continuous construction of urban reading space in Hefei City and the increasing diversification of users’ demand for urban reading space mode,quality and level,the factors affecting the quality of urban reading space service in Hefei City are also becoming more complex and timely.Evaluation of the service quality of Hefei city reading space can enable Hefei city reading space to have a clearer understanding of the status quo and problems of its own services,and provide a basis for timely improvement.This article takes the quality of Hefei city reading space service as the research object,based on reading and analyzing the relevant documents of Hefei city reading space,combined with the actual situation of user interviews with Hefei city reading space,based on the grounded theory,the influence of Hefei city is obtained.Related factors of reading space service quality.After establishing the theoretical model of influencing factors,the analytic hierarchy process was used to determine the weight of each index,so as to construct the Hefei City Reading Space Service Quality Evaluation Index System with 4 first-level indexes and 18 second-level indexes.The indicators and weights are as follows: 4 first-level indicator weights: service content(0.4826),overall construction(0.2613),internal environment(0.1857)and librarian team(0.0704).18 secondary indicators and weights: book resources(0.1899),operation management(0.1377),value-added services(0.1187),information services(0.0984),location layout(0.0791),book management(0.0670),reading environment(0.0614),Personalized service(0.0414),promotion activities(0.0340),functional zoning(0.0308),service attitude(0.0264),overall number(0.0244),service capacity(0.0227),construction area(0.020),hardware equipment(0.0163),service Consciousness(0.0154),opening hours(0.0102),professional literacy(0.0059).Then through a questionnaire survey and analysis of the survey results,it is concluded that the overall service quality of the urban reading space in Hefei is at a relatively satisfactory level,and user satisfaction is good,but there are still some indicators that user satisfaction is not high,and there is still room for improvement in service quality.Finally,according to the analysis results combined with the actual situation,the feasibility suggestions for improving the quality of Hefei city reading space service are put forward.The purpose is to help Hefei city reading space to improve its services and increase reader satisfaction.

  • 【网络出版投稿人】 安徽大学
  • 【分类号】TU984.2;G252.17
  • 【下载频次】137
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