Research On Service Quality Evaluation Based On Libqual+^TM In University Mobile Libraries

With the advent of the information age, mobile services have been widely used in various fields and influences people to live and study. In the field of Library and Information, a new service-the mobile library service also be generated and developed. Mobile library service provides the opportunity for users to inquire and Access to library resources, and also provides opportunities for better access to personalized service. As an extension of the digital library and new innovative services, the mobile library service has become a research hotspot in the field of Library and Information. Library subject to customer service, so mobile library service quality evaluation should also be a user’s perspective. But there is some problems:complex mobile terminal operating system, the digital format is not unified resource system and other issues, and so on. So establish a unified college mobile library service quality evaluation system is necessary. It can better improve the quality of library services. Library’s objective is to customer service, then the mobile library service quality evaluation should also be expanded user perspective.Author designs a new college mobile library service quality evaluation model based the LibQUAL+TM model. First, sort the four service dimensions (electronic resources, service effectiveness, librarians, mobile devices and the Internet environment) by importance. Then, decompose the four service dimensions of seventeen problems in order to evaluate the quality of mobile library, explore the impact of different factors on the quality of the mobile library service. The last, make a user survey to Nanjing University mobile library, and make questionnaire analysis of the minimum tolerance value-. the actual experience and the expected value. The conclusions drawn from the analysis is:electronic resources and services are two factors of the most important service dimension; the two are the most crucial factor to evaluate the quality of the mobile library service. The Authors points out the colleges mobile library service existing problems and weaknesses, and put forward corresponding recommendations for improvement. Through theoretical research, model assumptions and empirical analysis, the main conclusions of this paper are as follows:(1) The four service dimensions of impacting on the quality of the mobile library service are electronic resources, service effectiveness, librarians, mobile devices and Internet environment.(2) Through statistical analysis of data, the two dimensions-electronic resources and services has a significant positive impact on college mobile library service quality.