| In the context of economic transformation and development,customer participation in the service industry has an important impact on the results of enterprises,and library as a service industry,service is the life of the library,service innovation is the source of the development of the library.In the process of library service innovation,the role of users has changed a lot.They are not only information acquirer,but also information provider,service innovation partner,experiencer and evaluator.Therefore,attracting users to participate in the management and construction of library is crucial to the improvement and transformation of library service quality.However,most of the previous studies discussed from the perspective of theoretical research on how to improve the user participation of libraries,so as to improve the quality of library services.Therefore,this research attempts to from the perspective of empirical research,through the analysis of the carding a large number of relevant literature,according to the characteristics of the public library,the construction of public library users to participate in the evaluation questionnaire,discusses public participation and the relationship between the service quality of library users,the effect of the proposed theoretical model,the design of questionnaire,a questionnaire survey was conducted for the public library users,the formal research back 268 valid questionnaires,through statistical tools EXCEL and SPSS20.0,quantitative statistical analysis,factor analysis and regression analysis etc.Of public library user participation and user participation and influence to library's service quality were analyzed,and the empirical research results show that the construction of public library users participate in this study the scale has good reliability and validity,and verified the quality of the scale,the public library users to participate in the theoretical model of the impact of service quality is verified,and according to the influence mechanism between them,for public librariesto improve engagement to provide targeted management strategies and Suggestions,promotion of the quality of service has certain reference value.The main research conclusions are as follows :(1)the public library user participation includes 16 measurement indicators from four dimensions,including prior preparation,and is verified by empirical evidence;(2)among the users' participation in public libraries,the dimension of interpersonal interaction has the highest degree of participation,information sharing ranks second,cooperative behavior ranks third,and the participation degree of prior preparation is the weakest.(3)there is a significant positive correlation between public library user participation and library service quality,and different dimensions of user participation have different impacts on library service quality.The standard coefficient of cooperative behavior is the largest,which has the greatest impact on service quality,followed by interpersonal interaction,and then information sharing.The impact of prior preparation is the weakest.When public libraries manage the relationship with users in the future,they can take targeted improvement measures according to the actual situation.In the dimension of cooperative behavior,they can improve the user participation from the two aspects of reading promotion and publicity and marketing of public libraries.In the dimension of interpersonal interaction,public libraries should build good interpersonal relationship with users.In the dimension of information sharing,public libraries should broaden the channels of collecting user information and provide users with more targeted services according to their needs.In the dimension of advance preparation,public libraries can provide users with online book reservation and online seat reservation service.Through the above four aspects of efforts,can improve the public library user participation degree,and then improve the public library service quality level. |
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