| 王燕,王妍,陈梦琦.高校图书馆微信公众平台综合服务效能评价指标体系构建与启示[J].数字图书馆论坛,2025,21(9):82~90 |
| 高校图书馆微信公众平台综合服务效能评价指标体系构建与启示 |
| Construction of Comprehensive Service Effectiveness Evaluation Indicator System for University Library WeChat Official Accounts and Implications |
| 投稿时间：2025-03-02 |
| DOI：10.3772/j.issn.1673-2286.2025.09.009 |
| 中文关键词: 高校图书馆；智慧图书馆；微信公众平台；综合服务效能；评价指标体系 |
| 英文关键词: University Library; Smart Library; WeChat Official Account; Comprehensive Service Effectiveness; Evaluation Indicator System |
| 基金项目: |
| 作者 | 单位 | | 王燕 | 北京邮电大学图书馆 | | 王妍 | 北京邮电大学图书馆 | | 陈梦琦 | 北京邮电大学计算机学院 |
|
| 摘要点击次数: 45 |
| 全文下载次数: 58 |
| 中文摘要: |
| 在智慧图书馆服务生态体系中，以微信公众平台为代表的新媒体平台正逐渐成为驱动图书馆服务创新与用户交互的关键枢纽。构建一个科学且可行的评价指标体系，对微信公众平台的服务效能进行量化评估，对于促进高校图书馆新媒体平台的智慧化建设和高质量运营具有重要意义。本文以E-S-QUAL模型为理论基础，结合高校图书馆的核心任务，创新性地从综合服务效能的视角出发，构建包括效率性、履行性、系统可用性、传播性、移情性5个维度的高校图书馆微信公众平台综合服务效能评价指标体系；运用层次分析法为指标权重赋值，并选取教育部认可的42所“双一流”高校开展实证研究。研究发现，系统可用性与移情性权重较大，成为衡量高校图书馆微信公众平台综合服务效能的关键因素，这也说明当前高校图书馆微信公众平台的建设重心已从信息发布平台转向智慧服务终端。该指标体系具备较强的科学性与适用性，可为高校图书馆微信公众平台的服务效能提升提供科学的参考依据。 |
| 英文摘要: |
| Within the service ecosystem of the smart library, new media platforms, represented by the WeChat official accounts (WOAs), are emerging as pivotal hubs for driving service innovation and user interaction in libraries. Constructing a scientific and feasible evaluation indicator system to quantitatively assess the service effectiveness of these platforms is of great significance for promoting the intelligent development and high-quality operation of new media platforms in university libraries. Grounded in the E-S-QUAL model and aligned with the core mission of university libraries, this study innovatively proposes a comprehensive service effectiveness evaluation indicator system for university library WOAs. The system is constructed around five dimensions: efficiency,fulfillment, system availability, outreach, and empathy. The analytic hierarchy process is employed to assign weights to the indicators, and an empirical study is conducted on the WOAs of 42 “double first-class” universities recognized by the Ministry of Eduation. The findings reveal that system availability and empathy carry the highest weights, emerging as critical factors in measuring the comprehensive service effectiveness of university library WOAs. This suggests a strategic shift in the focus of university library WOAs from an information dissemination platform to a smart service terminal. The proposed indicator system demonstrates strong scientific validity and practical applicability, providing a scientific reference for enhancing the service effectiveness of university library WOAs. |
|
查看全文
查看/发表评论 下载PDF阅读器 |
| 关闭 |
