| Affected by various information service platforms and network information resources,the advantage of resources in quantity as a library of information service organizations is gradually fading,and the relationship with users is also challenged.For libraries,in the increasingly competitive information service environment,users are becoming an increasingly important strategic resource.Establishing long-term and stable relationships with users is fundamental to the survival and development of libraries.Relationship quality is an important indicator used to measure the relationship between users and libraries.The librarians' service ability is an important factor affecting the quality of library services,and it is the embodiment of the library's core competitiveness,which is crucial to the development of the benign relationship between users and libraries.However,previous studies have paid more attention to the construction and evaluation of librarians' professional competence from the perspective of library organization.There are relatively few studies on user perspectives.What factors are included in the service ability of university librarians from the perspective of users? How the impact of the ability on relationship quality is the focus of this research.Therefore,this research attempts to analyze a large number of relevant literatures from the perspective of users,combine the characteristics of university libraries,construct an evaluation scale for the service ability of librarians,and explore the influence of librarians' service ability on relationship quality,construct the theoretical model of the influence relationship,and design the questionnaire.The questionnaires were surveyed by the users of the university library,and 406 valid questionnaires were collected from the formal survey.The statistical tools SPSS 20.0 and AMOS17.0 were used for Quantitative statistical analysis such as descriptive statistical analysis,reliability and validity test,correlation variables andstructural equation modeling analysis,and combined with quadrant analysis method,this paper analyses the evaluation effect of university librarians' service ability,the influence of university librarians' service ability on relationship quality,as well as the dimensions of service ability and the ipmportance of corresponding measurement indicators evaluation.The empirical research results show that the scale of the university librarians' service ability constructed has good reliability and validity,the quality of relationship quality scale has been verified,and the theoretical model of the impact of university librarians' service ability on relationship quality has also been verified and based on the impact mechanism between the two,in conjunction with quadrant analysis diagram,it provides targeted strategies and suggestions for management of users relationship in university library,and provide meaningful reference value for the improvement of the relationship quality.The main conclusions of the reserach are as follows:(1)the university librarians' service ability includes 18 measurement indicators in three dimensions: service attitude,professional level,appearance and manners,and it has been verified by empirical evidence;(2)the library relationship quality includes 15 measurement indicators in three dimensions :satisfaction,trust and commitment have been empirically verified;(3)the university librarians' service ability is significantly positively correlated with the library relationship quality,and the different dimensions of librarians' service ability have different effects on different dimensions of library relationship quality.Service attitude,professional level,appearance and manners have a significant positive impact on users satisfaction,and the degree of impact is in turn professional level,service attitude,appearance and manners;professional level,appearance and manners have a significant positive impact on users trust,and the degree of influence is decreasing in turn;professional level,appearance and manners have a significant positive impact on users commitment,the degree of influence increases in turn;service attitude has nosignificant impact on user trust and commitment;(4)quadrant analysis shows that professional level has the greatest impact on the library relationship quality,especially the trust;appearance and manners has the greatest impact on commitment;but the users have the lowest score on service attitude.When the university library manages the relationship with the user in the future,it can take targeted improvement measures according to the actual situation to improve the relationship quality. |
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