高校图书馆用户信任测评模型构建与实证研究
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摘要
用户信任模型是用来衡量用户与图书馆之间的信任程度。本研究试图构建科学的评价指标体系,对图书馆用户信任度进行评价研究,进而有针对性地提出提高图书馆用户信任的管理建议。针对高校图书馆用户进行问卷调研,利用探索性因子分析,总结图书馆信任的构成维度;并对用户感知的信任程度进行描述性统计分析。实证研究结果显示,图书馆用户信任是由能力、情感和认知3个维度组成的,用户对其评价总体上偏向于正面。其中,情感维度评价最高,认知维度评价最低。为了提高用户对信任的感知,图书馆应该完善图书馆的制度建设,识别并挖掘用户的需求,改变图书馆员固有形象,提高图书馆员综合素质,加强图书馆与用户的互动。
The user trust model is used to measure the degree of trust between users and libraries.This research attempts to construct a scientific evaluation index system,evaluate the trust worthiness of library users,and then propose management suggestions to improve the trust of library users.According to the questionnaire survey of university library users,the exploratory factor analysis is used to summarize the constituent dimensions of library trust,and the descriptive statistical analysis of user perceived trust degree is carried out.The results of empirical research show that library users' trust is composed of three dimensions:ability,emotion and cognition.Users' evaluation is generally positive.Among them,the emotional dimension is the highest and the cognitive dimension is the lowest.In order to improve users' perception of trust,libraries should establish and improve the system construction of libraries,identify and mine the needs of users,change the inherent image of librarians,improve the overall quality of librarians,and strengthen the interaction between libraries and users.
The user trust model is used to measure the degree of trust between users and libraries.This research attempts to construct a scientific evaluation index system,evaluate the trust worthiness of library users,and then propose management suggestions to improve the trust of library users.According to the questionnaire survey of university library users,the exploratory factor analysis is used to summarize the constituent dimensions of library trust,and the descriptive statistical analysis of user perceived trust degree is carried out.The results of empirical research show that library users' trust is composed of three dimensions:ability,emotion and cognition.Users' evaluation is generally positive.Among them,the emotional dimension is the highest and the cognitive dimension is the lowest.In order to improve users' perception of trust,libraries should establish and improve the system construction of libraries,identify and mine the needs of users,change the inherent image of librarians,improve the overall quality of librarians,and strengthen the interaction between libraries and users.
引文
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[3]赵波.基于读者信任理论的图书馆服务探析[J].兰台世界,2012(26):85-86.
[4]李琪.追求读者信任的图书馆工作[J].科教文汇(上旬刊),2011(1):188-190.
[5]张丹,陈浩义,孙丽艳.高校图书馆读者信任危机修复过程研究[J].图书馆建设,2014(7):65-68,64.
[6]罗时鑫.口碑沟通对购买决策的影响研究——以大学生为例[D].杭州:浙江大学,2007:38.
[7]沈生进.高校图书馆读者初始信任探析[J].农业图书情报学刊,2010(6):140-142.
[8]Mcallister D J.Affect-and Cognition-Based Trust as Foundations for Interpersonal Cooperation in Organizations[J].Academy of Management Journal,1995,38(1):24-59.
[9]Swan J E,Bowers M R,Richardson L D.Customer Trust in the Salesperson-Quantitative Methods for Research Synthesis[J].Journal of Business Research,1999(2):93-107.
[10]Mcknight,Harrison D,Choudhury,et al.The Impact of Initial Consumer Trust on Intentions to Transact with a Web Site:A Trust Building Model[J].Journal of Strategic Information Systems,2002,11(3):297-323.
[11]杨琪.大学生用户与图书馆关系质量量表的构建[D].太原:山西大学,2016:15.
[12]Mcknight D H,Choudhury V,Kacmar C.Developing and Validating Trust Measures for e-Commerce:An Integrative Typology[J].Information Systems Research,2002,13(3):334-359.
[13]杜辉.高校图书馆信息用户忠诚策略研究[D].长春:东北师范大学,2011:22.
[14]董丽,吴冬曼,周虹,等.基于LibQUAL+～(TM)的图书馆服务质量评估方法研究和实践分析[J].数据分析与知识发现,2006(3):76-81.
[15]张庆林,史慧颖,范丰慧,等.西南地区少数民族大学生民族认同内隐维度的调查[J].西南大学学报(人文社会科学版),2007(1):67-70.
[16]中国图书馆学会.中国图书馆员职业道德准则[M].北京:北京图书馆出版社,2003.
[2]金玉芳,董大海.消费者信任影响因素实证研究——基于过程的观点[J].管理世界,2004(7):93-99,156.
[3]赵波.基于读者信任理论的图书馆服务探析[J].兰台世界,2012(26):85-86.
[4]李琪.追求读者信任的图书馆工作[J].科教文汇(上旬刊),2011(1):188-190.
[5]张丹,陈浩义,孙丽艳.高校图书馆读者信任危机修复过程研究[J].图书馆建设,2014(7):65-68,64.
[6]罗时鑫.口碑沟通对购买决策的影响研究——以大学生为例[D].杭州:浙江大学,2007:38.
[7]沈生进.高校图书馆读者初始信任探析[J].农业图书情报学刊,2010(6):140-142.
[8]Mcallister D J.Affect-and Cognition-Based Trust as Foundations for Interpersonal Cooperation in Organizations[J].Academy of Management Journal,1995,38(1):24-59.
[9]Swan J E,Bowers M R,Richardson L D.Customer Trust in the Salesperson-Quantitative Methods for Research Synthesis[J].Journal of Business Research,1999(2):93-107.
[10]Mcknight,Harrison D,Choudhury,et al.The Impact of Initial Consumer Trust on Intentions to Transact with a Web Site:A Trust Building Model[J].Journal of Strategic Information Systems,2002,11(3):297-323.
[11]杨琪.大学生用户与图书馆关系质量量表的构建[D].太原:山西大学,2016:15.
[12]Mcknight D H,Choudhury V,Kacmar C.Developing and Validating Trust Measures for e-Commerce:An Integrative Typology[J].Information Systems Research,2002,13(3):334-359.
[13]杜辉.高校图书馆信息用户忠诚策略研究[D].长春:东北师范大学,2011:22.
[14]董丽,吴冬曼,周虹,等.基于LibQUAL+～(TM)的图书馆服务质量评估方法研究和实践分析[J].数据分析与知识发现,2006(3):76-81.
[15]张庆林,史慧颖,范丰慧,等.西南地区少数民族大学生民族认同内隐维度的调查[J].西南大学学报(人文社会科学版),2007(1):67-70.
[16]中国图书馆学会.中国图书馆员职业道德准则[M].北京:北京图书馆出版社,2003.