Research On Quality Evaluation Of Wechat Service In Academic Library Based On E-S-Qual Scale

Nowadays,the mobile Internet has entered the "micro-era",which pays more attention to the individual will and experience of users,and is an extension of the "Internet era." The most characteristic representative of WeChat in the micro era is undoubtedly the social software that has the most profound influence on online users in today's society.In this context,the use of new media and in-depth development of the "app-within-anapp" service has become a hot topic in college libraries.The purpose of this study is as follows: First,the existing service forms are sorted out,and the services at all levels are defined.The three levels of WeChat mobile services are pointed out in university libraries.Second,through the survey,the status quo of the WeChat service of the university library was presented,and the form of the WeChat public account was observed for seven years.Thirdly,the quality of WeChat service in university libraries is measured.From the perspective of users,this paper uses questionnaires to explore the actual perceived and expected scores of users' mobile information service quality in college libraries.Finally,the user needs and characteristics and the problems of mobile information services are summarized,and the optimization strategy of WeChat service in university libraries is proposed.The research uses a combination of qualitative and quantitative methods,combining theory with practice,including: literature research.Collect and collate relevant literature and materials;questionnaire survey method.Through questionnaires to investigate the usage habits of WeChat users in university libraries and collect service quality evaluation scores;observation method.Use the network to collect the WeChat public number information of university libraries,observe the comparative research objects,conduct research and grasp the characteristics,and interview methods.This research method is used to conduct dialogues between a number of university students and new media operation experts in university libraries,to screen and judge the indicators of the E-S-Qual scale,and to collect the users' needs and suggestions for the WeChat public number service of the university library;.The theory,practice,data and other materials are fully explored,and the problems and improvement strategies of the WeChat public account operation in the university library are summarized.The results of this paper reveal that there are a total of 35 WeChat public accounts of 36 colleges and universities in the Class A dual-class colleges and universities in the survey of the status quo of WeChat information services in college libraries,accounting for 97.2%,anda total of 391 secondary menus.According to the standard,there are 118 items at the information publishing level,accounting for 30.18%;195 items in the mobile portal level account for 49.87%;and 78 resource acquisition levels,accounting for 19.95%.In addition,in the“Evaluation of WeChat Information Service Quality in University Libraries”,the average score of the actual perceived value of the “efficiency” dimension is 3.90 points,and the average value of the expected value is 3.89 points;the average feeling of the “system availability” dimension The score was 3.38 points,which was 1.02 points lower than the expected score of 4.40 points;the actual perceived score for the “performance” dimension was 3.93 points,which was 0.53 points lower than the expected value of 4.46 points;the“privacy” result showed an average score of 2.98 points.0.71 points lower than the expected value.Through data analysis,the following conclusions can be drawn:(1)The repeated construction of micro-reading resources is serious.The library is too much to pursue the number of reading platforms and slightly ignores the uniqueness of the content,thus causing unnecessary waste and causing blind selection of users.difficult.(2)Users have a strong willingness to communicate with the university library WeChat public number,and most of the survey samples lack deep interaction with users;(3)for the “smart”function of university libraries,the survey results reflect systematic errors.Therefore,the stability of the system needs to be continuously improved.(4)The data shows that the popularity of the library WeChat public account is low in the student group,and there are still shortcomings in publicity and promotion.Finally,according to the data summary analysis of the four-point improvement strategy: adjust the overall planning of the sector,strengthen user interaction,improve quantitative assessment indicators and expand diversified new technologies.There are two innovations in this paper: the theoretical aspect,the complete analysis of the service content of the “double-class” Class A university library that provides services in China,the technical environment and market demand,and the definition of service level.Domain theory research is more comprehensive and clear.In practice,the integrated library and users view the results of the two surveys,compare the service gaps,and provide clearer ideas.All in all,based on the research on the service quality of the WeChat public account of the university library,there is still a lack of novel and in-depth exploration in theory and practice.This article has only made a preliminary attempt to provide some reference and enlightenment for subsequent research.All in all,based on the research on the service quality of the WeChat public account of the university library,there is still a lack of novel and in-depth exploration in theory and practice.This article has only made a preliminary attemptto provide some reference and enlightenment for subsequent research.