The Research On The Influence Of The University Library Service Scene On The Relationship Quality

The university library is not only the teaching and scientific research services,but also the physical space of leisure,which is a very important part of the university.The development of library directly affects the cultivation of competitive edge.Up to now,the library as a "place" has gradually been attached importance.It has certain influence on the relationship between Library and users.The development of the library should be revolved around service users.And the relationship quality is very important to improve library loyalty.Based on these,the impact of service scene on the relationship quality has a certain significance.In recent years,the relationship between service quality and relationship quality were studied by experts and scholars.It is concluded that the quality of service has a positive influence on relationship.Servicescape is an indispensable element in it,it should be related to the relationship quality.But this kind of research literature is very rare,especially in the field of library.In this paper,we referenced the Lib QUAL+ scale and other research results on service scene,as well as the theory of relationship quality.Constructed the hypothesis model of Library Service scene and relationship quality.Through empirical research on the generation of library service scene and relationship quality scale.Then the questionnaire was designed and the data were recovered.The structure of the questionnaire was analyzed by reliability analysis and factor analysis by Excel and SPSS 19.0.After that,the correlation analysis was used to determine the relationship between them,and the regression analysis was used to verify the hypothesis by SPSS 19.0.Finally,the model is established and further verified by path analysis with AOMS 21.0.The empirical results show that:(1)Library service scene includes two dimensions: physical environment and social factors.(2)the library relationship quality includes three dimensions: satisfaction,trust andcommitment.(3)The physical environment and social factors as 2dimensions of service scene,have key and positive influences on relationship quality and its dimensions.Based on the above conclusions,the paper puts forward some practical suggestions on the development of management strategies,which can help managers to improve the library relationship quality.Finally,the limitations of this paper are discussed,the future research directions are also given.