Research Into The Digital Reference Service User Satisfaction Of Native Library And Information Institutions

This dissertation includes three sections. The first section is theoretical study. Basing on the theory of the digital reference service and customer satisfaction, it discusses the definitions and evaluation methods of Digital Reference Service (?)astomer satisfaction. Then it is model research. According to the analysis of the first section, the American Customer Satisfaction Index Model, the types and characteristics of the digital reference service, this section puts forward two evaluation models, including asynchronous and real-time consulting service user satisfaction evaluation models. The last section is empirical research. Basing on sample data, it has used structural equation modeling to estimate and validate the two models, compared the mechanisms of asynchronous and real-time consulting service user satisfaction.The main conclusions of this paper are as follows. User expectation has a direct positive effect on perceived quality, perceived value and user satisfaction, and it affects user satisfaction most in the asynchronous model and real-time model. Perceived quality has a direct positive effect on perceived value and user satisfaction in both models. Perceived value has a direct positive effect on user satisfaction in the asynchronous model. However, it is not significant in real-time model. User satisfaction has a direct positive effect on user loyalty in real-time model. However, it is not significant in asynchronous model.According to the above conclusions, the paper suggests the domestic library and information institutions should publicize the service, integrate information resources, construct the advisory team, build an excellent service platform and train users to effectively increase Digital Reference Service customer satisfaction and loyalty, and then enhance the competitiveness of the library and information institutions.