Service Quality Evaluation Of Mobile Library APP Based On User Perception

With the rapid development of mobile information technology and the popularity of mobile terminal,APP has been widely applied in the information service,for its convenience,personalization,resources integration,and the advantages of the rich user experience.APP is the remarkable feature of the mobile information age.In APP services team,not only companies,governments,research institutions,museums and other kinds of cultural transmission mechanism has successively joined,as a public service institutions,library also no exception.At present,library is gradually turned their attention from the mobile APP applications to mobile APP service quality based on user perception.But,the research on the services quality of mobile library APP is still in the initial exploration stage,the recognition of mobile APP library service quality factors,development of an effective mobile APP library service quality evaluation scale,puting forward the corresponding mobile APP library service quality improvement strategy is necessary.Accordingly,after conducting a investigation that about the reaserchs of service quality,combining the characteristics of mobile library APP and user demand structure,this study identified the mobile APP library service quality influence factors be function quality,technical quality,and customer care quality;and holding an interview with experts and registered users,adopting multi-dimensional and hierarchical evaluation methods,this paper build an evaluation framework that contains three main dimensions and multiple observation points,and developed an initial assessment scale that contains 34 assessment item;After that,this paper prepared a pre-assessment questionnaire based on the initial measurement scale scale,and selected mobile library users in Nanjing as an object for the pre-research.Then,after using techniques of item analysis and exploratory factor analysis,27 evaluation items were abstracted,and they were classified into 7 sub-dimensions that includs service content breadth and depth of the contents of the service,mobile adaptability,easy to use,security and stability,interactivity,and personalized.According to the results of the pre-survey,a nationwide formal research was carried out with the formal measurement questionnaire that including 27 items.Based on confirmatory factor analysis,reliability analysis,and validity analysis,this study verified the rationality and validity of the formal measurement scale scale.In addition,this study carried out an empirical research on three "985" universities and a public library for service of mobile library APP,using the questionnaire that prepared by the formal measurement scale.By analyzing service quality of mobile library APP that was investigated,this paper found the problems existing in "functional quality","technical quality",and "customer care quality",that there are shortcomings in the depth of the contents of the "service","mobile fitness","stability","interactive" and "individuation".Based on the above problems,this paper proposed some service promotion strategies that mainly cotain:managers should attach importance to provide hierarchical services,increase the service that close to user life,set the real-time reference consultation entrance,build user interaction community;Platform builder should emphatically introduce innovative extension services,improve the system fault tolerance mechanism,enhance the ability of matching user needs intelligently;with the help of the mobile APP interface,Library managers and platform builder can make propaganda for safety knowledge,Upgrade system or the supplementary protection software regularly,and set up the safety feedback channels to solve security problems.