公共图书馆服务质量与读者行为意愿研究——以浙江图书馆为例

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1、浙江大学硕士学位论文公共图书馆服务质量与读者行为意愿研究AbstractAsasignificantplatformofprovidingpublicservice，thepubliclibraryisattractingllloreandmorepeople’sattention．Whileservicequalityhasbeentaken勰Rrlimportantcriterionofscalingthepubliclibrary’sefficiencyandmanagementlevel，researchersandsurpervisorsi

2、nthisareasareattentiontoscaleitproperlyandeffectively．However,comparetothedevelopedcountries，thedevelopmentlevelofOUrcountry’Spubliclibrariesarerelativelylow．Forexample，thespaceoftheacoamordati帆isrelativelynarrow,thereadingcircumstanceisrelativelynotgood,thelevelofthelibrarians

3、’serviceueedtobeenhanced。thecoHectiomofthelibraryisstillinshortage，andSOOn．So，howtoimprovethepublicfibrary’ssel'vicequalityandupgradethereaders’behaviorintentionarebadlyinneed．Withsummarizingtherelevantpastresearchesadequatelyandbasingondeepdiscnssiomwithexperts，thesurpervisors

4、andthereaders，thewriterdesignsthequestionnaireandgradually2anendandp蝴itbypretesting．Viaadequate

5、yanalyzingtherelevantpastresearehesand011thebasisofservicequalitytheory,satisfactiontheory,behaviortheoryandete，thedissertationsystematicallystudiesthemeasurementsandthescaledimentio

6、nsofthepubliclibrary'sservicequality,constructsthe‘'publiclibrary’sservicequality-thereaders’satisfaction-behaviorintention'’rese础model．Then,thedissertationgoes011dataprocessingwithSPSS．combinesquantitativeandqualitativeanalysismethodstodiscnsstheinteractional’relationsamongvar

7、iables．ThedissertationtakesthereadersofZbeJiangLibraryasthedemonstrationresearchobject．Onthebasisofpretest，itadoptslayormethodofsamplingandputouttheformalquestionnaires300shares，avmlablycallback179shares．Viadataprocessingandstastisficalanalyzing,thebasicconclusionsofthedisserta

8、tionisshowedasfollowes：①Thepubliclibrary’Sservicequalityjnthedocumentanalysiscartbesummarizedintothreedimendons：thecollections’service，thelibrarians’serviceandotherservice；②"Thecollections’service'’and‘‘thelibrarians’service'’affectthereaders’perceivedvalue，satisfactionandbehav

9、iorintentionsignificantly,while‘'otherservice’’hasnore