计算机科学
服务(商务)
钥匙(锁)
德尔菲法
独创性
知识管理
服务质量
排名(信息检索)
信息系统
大学图书馆
绩效指标
过程管理
业务
营销
计算机安全
社会学
定性研究
工程类
情报检索
图书馆学
社会科学
人工智能
电气工程
出处
期刊:Library Hi Tech
[Emerald (MCB UP)]
日期:2022-02-15
卷期号:41 (3): 788-806
被引量:8
标识
DOI:10.1108/lht-07-2021-0218
摘要
Purpose WeChat official account (WCOA) is an emerging and important platform for academic library services, which greatly accelerates the development of this field. This article aims to identify key evaluation indicators for users' satisfaction of the Academic Library WeChat Official Account (ALWCOA) as a reference for future improvements. Design/methodology/approach Based on the updated DeLone and McLean (D&M)’s model and Delphi method, an evaluation system of ALWCOA satisfaction was constructed. Then 212 university students were recruited to fill out a questionnaire on evaluation indicators. The grey relational analysis (GRA) and Pareto's principle were employed to analyze the questionnaire and select key evaluation indicators. Findings An ALWCOA service satisfaction evaluation system with three evaluation dimensions and 15 evaluation indicators was constructed, and three key evaluation indicators were identified, including service responsiveness, information timeliness and system security. Practical implications This article provides a strategy for assessing ALWCOA service satisfaction, as well as insights for improving of ALWCOA service. Specifically, academic libraries should pay more attention to improving service responsiveness, information timeliness and system security. Originality/value This article innovatively applied the updated D&M model in academic library service. Additionally, it facilitates the development of research fields, such as academic library services, microservices and user service evaluation, and provides a case study to better understand the WCOA.
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