如何提升移動圖書館服務質量,更好地滿足用戶需求已成為圖書館急需解決的問題之一。文章通過實地訪談獲取用戶對移動圖書館服務質量的感知評價,基于扎根理論歸納核心范疇,構建移動圖書館服務質量評價模型;設計調查問卷,面向高校學生獲取樣本數據,并進行實證分析。研究發現:移動圖書館服務質量影響因素分為環境質量(包括網絡環境、界面設計、社會影響)、交互質量(包括交互渠道、專業能力)、信息質量(包括豐富性)和檢索質量(包括個性化、有用性)。

How to improve the quality of library mobile services and adequately meet the needs of users has become the foremost challenges for libraries. This paper obtains users’ evaluations of mobile library services by field interviews,summarizes their viewpoints based on grounded theory,and constructs an evaluation model of user perceptions. A survey questionnaire is designed to obtain sample data from university students and an empirical analysis has been conducted. The factors affecting the perceived quality of library mobile services are identified as follows: environmental quality(including network facility, interface design and social impact),interaction quality(including interaction channels and professional capabilities),information quality(including personalization and relevancy),and search quality(including comprehensiveness).