Satisfaction Evaluation Model And Empirical Study Of Information Literacy Education In Universities Based On CRM

It has been many years since the concept of information literacy education was proposed to the implementation of large-scale online and offline education.After continuous development,the connotation and extension of information literacy are constantly enriched.The scholars' research on information literacy is gradually deepened.From the formulation of the standard framework of information literacy to the evaluation methods of information literacy,the importance of information literacy education is becoming more and more obvious,and the content is more complete.As the main implementing institution of information literacy education in colleges and universities,the libraries not only ensure the construction of resources,but also fully realize the importance of maintaining the good relationship of users.Users are the recipients of information literacy education.The way to improve their information literacy and the degree of improving their information literacy ability are the basis for the library to optimize information literacy education.The continuous satisfaction and loyalty of users are the prerequisites for the library to provide long-term service.Therefore,libraries need to combine the theory of customer relationship management(CRM)to continuously improve library services such as information literacy education from the perspective of user services.Reviews the previous related literature at home and abroad are summarized in this paper.On the basis of the analysis and combining five facets of students orientation,customized services,students close,students interaction and sustainable development in customer relationship management theory(CRM),the four sub-facets of information needs,information acquisition,information evaluation and information innovation of information literacy,the two aspects of students satisfaction and students loyalty in satisfaction theory form the preliminary theoretical model of the research hypothesis of this study.Secondly,according to existing scholars' research,relevant arguments are extracted to verify the hypothesis,and a simplified research hypothesis and theoretical model are formed.Then according to the simplified theoretical models and proposed research hypotheses,based on the structure and content of relevant questionnaire items at home and abroad.Design the questionnaire for this article.This study takes Southeast University as the representative of the university and selects the undergraduate students of Southeast University as the research object.Firstly,through the online questionnaire distribution,37 questionnaires were collected for the pre-test analysis of the content of the questions,the reliability and validity of the questionnaire were tested.The unclear parts of the questions were modified,and the content of the questions were appropriately adjusted to form the final questionnaire.The formal questionnaire wasdistributed online and offline at the same time.To investigate undergraduates' satisfaction with the implementation of library information literacy education based on CRM in southeast university and their willingness to receive sustainable services.SPSS software(version 25.0)was used to test the reliability and validity of the data as well as the correlation analysis.The hypothesis in the model is tested to prove the correlation between various variables,and then the multivariate regression analysis method is used to conduct statistical analysis on the data obtained from the survey.According to the obtained regression equation,the assumptions in the model were verified,the established assumptions were retained to form the final model of college information literacy education and user satisfaction evaluation based on CRM.Then select the representative school of Materials science and engineering,school of Medicine and school of Economics and Management.Through the questionnaires of the three colleges form the path analysis map,and combine the path analysis graph of the total model to compare and analyze the differences.Finally came to the conclusion that the student is closely relative to interact with the students' ability of information literacy,custom service positive influence on the students' ability of information literacy of four dimensions,information literacy in the information acquisition,information evaluation and information innovation three sub-facets positive influence on students' satisfaction,the students' satisfaction,Through the research,the satisfaction evaluation model of college information literacy education based on CRM is obtained.According to the model,this paper proposes the evaluation of the satisfaction degree of students with information literacy education,and improves the evaluation method of information literacy education in Chinese colleges and universities based on CRM.Through the above empirical study information literacy education satisfaction evaluation based on CRM,we can put forward the following suggestions according to the conclusion:improve the interaction with users,meet users' needs for customized services,attach importance to users' information literacy ability,and maintain users' satisfaction.