【作者】 蒋知义；

【导师】 成志刚；

【作者基本信息】 湘潭大学 ， 公共管理， 2008， 硕士

【摘要】 随着网络技术和信息技术的不断发展,信息资源对社会发展起到了越来越大的作用。图书馆作为提供信息服务的重要机构,数字资源建设不仅成为其重要工作之一,也已成为评价图书馆信息资源建设绩效的重要标志之一。近几年来,很多图书馆都加快了数字资源建设的步伐,特别是高校图书馆,由于其服务对象为高校的教职员工和在校学生,为了满足科研和学习的需要,图书馆应更加重视数字资源建设工作,建立具有自身特色的数字化信息收藏体系,为科研和教学提供高层次、高效率的信息服务。“用户至上,服务第一”是图书馆的核心价值观,为用户提供高质量的信息服务是图书馆的根本宗旨,而用户满意度指数测评是对这一宗旨的定量评价。本文正是以此为切入点,以我校图书馆的“读书月”活动为平台,开展用户满意度调查活动,依据相关理论构建满意度指数模型,对我校图书馆数字资源用户满意度进行实证分析,在此基础上详尽探讨高校图书馆数字资源建设中提升用户满意度的对策和建议。全文共分五个部分。第一部分,从高校图书馆数字资源评价指标体系的国内外研究现状入手,综合概括了有关高校图书馆数字资源评价的研究成果;第二部分,在对顾客满意的相关理论进行梳理的基础上,分析高校图书馆数字资源的相关概念,阐述高校图书馆数字资源用户满意度的影响因素,为构建满意度指数模型建立理论基础;第三部分,构建高校图书馆数字资源用户满意度指数模型,将顾客满意度引入到高校图书馆数字资源的测评中;第四部分,对高校图书馆数字资源用户满意度指数模型进行实证研究,以湘潭大学图书馆作为研究对象,通过问卷调查收集数据,对调查数据进行综合分析;第五部分,从加强高校图书馆数字资源建设、优化图书馆数字资源管理、以用户满意为视角加强用户调查和评价以及开展数字资源用户培训等四个方面提出高校图书馆数字资源建设的对策。更多还原

【Abstract】 Along with the constant development of information technology and network technology, information resources have played an increasingly important role in social development. Library as an information service institution, the establishment of digital resources has not only gradually become one of the important work of all the works in library, but also one of the important sign of evaluating information resource construction performance. In the recent years, many libraries construct digital resources more quickly. Especially for college libraries, in order to satisfy the need of scientific research and study, they must give more attention on the digital resources establishment, and construct characteristic digital resources system to provide better information service for scientific research, teaching and study."The user highest, the service first" is the core sense of worth of the library, it is libraries’ ultimately tenet to offer information services with high quality, and the evaluation of user’s satisfaction indexes are the quantitative evaluation on this purpose. This paper investigates present situation of digital resources establishment in college libraries, carries through investigate and demonstration study of user’s satisfaction based on the activity of "Reading Month" of our school’s library according as theories of satisfaction index model. The paper consists five sections in which Countermeasures and suggestions to improve user’s satisfaction about college libraries’ digital resources construction are discussed.In the fist section, begins with researches on appraisal index system of college libraries’ digital resources in existence both abroad and at home, the paper comprehensive generalizes it; In the second section, based on reviewing relative theories of customer satisfaction, it makes deep analysis on the concept of college libraries’ digital resources and influencing factors of user’s satisfaction, so as to theorize for Satisfaction Index Model construction; In the third section, this paper introduces customer satisfaction into the evaluation of college libraries’ digital resources and establishes User’s Satisfaction Index Model; In the fourth section, a demonstration study on Index Model for college libraries’ digital resources user’s satisfaction is made in the research. Taking XiangTan University Library the object of study, and analyzes data on the base of questionnaire investigating; In the last section, this article puts forward Countermeasures aiming at advance of college libraries’ digital resources user’s satisfaction from four aspects as enhancing resource construction, optimizing the management of libraries’ digital resources, taking the user’s satisfaction as the visual angle and implementing user’s survey and evaluation and unfolding digital resources using guidance.更多还原