Research On The Satisfaction Of University Library Users' Educational Lectures Based On ACSI Model

Library user education is dynamic.With the birth of digital library,the service mode and object of user education are changing constantly,and its connotation is deepening and expanding.In the era of digital library,users not only include real users,but also attract users with potential demand for library collection resources and services.This article will take the user education lecture of university library as the target content to carry on the research.Lecture is the main form of user education practice in university library and the main part of improving information literacy of teachers and students.However,most of the research on user education lectures in university libraries is still on the theoretical level,especially there is no strict and mature system for the evaluation of user satisfaction of lectures.As the research object,based on the user education lecture origin,practice activities,to the development of user education concept and the characteristics of user education lectures,ways,subject,etc.A detailed analysis of summary,and then with the analysis of American customer satisfaction index(ACSI)model,an important factor of influence on user satisfaction education lectures,preliminary explore the effective feasible method of improve user satisfaction,in order to improve user satisfaction to make a tentative study education lecture.With the help of ACSI and the six characteristics of university library user education lectures,this paper attempts to build an index model to improve the satisfaction of library user education lectures,and proposes an effective exploratory hypothesis based on this model.The model includes six variables which cannot be directly measured:user expectation,perceived quality,perceived value,user satisfaction,user complaint and user loyalty.In the questionnaire,we constructed a total of 21 measurable variables to represent the six latent variables.In the questionnaire,the library user education lecture of Shandong university was taken as the empirical research object,and the reliability and validity of the data were analyzed and verified with SPSS.Finally,AMOS is used to carry out confirmatory factor analysis on the data of Shandong university users' lecture evaluation obtained from the questionnaire survey to ensure the validity of the interpretation between variables.The structural equation model is used to test the matching degree between the user satisfaction model and the satisfaction data of college students' evaluationFirstly,the author conducts reliability and validity tests through SPSS,and then analyzes the correlation coefficient to detect the correlation among various variables.Finally,the author verifies that the satisfaction model of user education lectures constructed by the author matches the satisfaction data of college students ' evaluation by structural equation model.According to the empirical study,the expectation of users on user education lecture in Shandong library is the highest,with the evaluation value reaching 3.963.The average satisfaction with perceived quality reached 3.754,which was lower than the expected value,but also higher than the lecture quality.Satisfaction with perceived value is 3.660,which is relatively low.The user satisfaction rating value is 3.665,which may be compared with the expected and ideal lecture,there is still room for improvement.The evaluation value of user loyalty is 3.706,which is higher than the evaluation value of satisfaction,indicating that users are still willing to continue to listen to the lecture.The probability of negative publicity is 3.498,and the probability of complaint to the relevant department of library school is 2.313.Model is validated by the test before most of the assumptions,customer expectation,perceived quality and perceived value will be a positive impact on satisfaction,users expect to perceived quality,perceived quality,perceived value will produce positive influence,but users expect significant influence on perceived value not,may be due to the perceived value is the actual value of the lecture.User satisfaction will have a positive impact on user loyalty and a negative impact on user complaints.However,it may be that the library of Shandong university has not done a good job in dealing with user complaints,resulting in a negative impact on user loyalty.Then,with the help of the research results,the author puts forward practical suggestions for improving the satisfaction of user education lectures in shandong university.