移动图书馆服务质量与读者满意度、忠诚度关系研究

摘要

Based on the current national reading satisfaction is not high, the current situation of poor loyalty, this paper analyzes the causes from the perspective of service quality. Through literature study, group discussion and expert interview, from the four aspects of the service information, service environment, service interactions, and service results to build the relation model between the mobile library service quality and the relationship of reader satisfaction and loyalty . Using teachers and students of Nanjing University, Southeast University and Jiangsu University as research object to really certificate analysis to verify its rationality and scientific nature results show that the above four dimensions have positive impact on readers’ satisfaction, but only the service environment and service interaction have positive impact on readers loyalty.%文章针对目前我国国民整体阅读满意度不高、忠诚度欠佳的现状，从服务质量的角度分析其原因。通过文献研究、小组讨论和专家访谈，从服务信息、服务环境、服务交互和服务结果四个方面构建了移动图书馆服务质量与读者满意度、忠诚度之间的关系模型，并以南京大学、东南大学和江苏大学三所高校师生为研究对象进行调研，对调研结果进行实证分析，以验证其合理性、科学性。结果表明，上述四个维度均对读者满意度产生正向影响，但只有服务环境和服务交互对读者忠诚度产生正向影响。