An Empirical Analysis Of Mobile Service Quality And User Tolerance Area In University Library

For colleges and universities,as the center of information resources,libraries play an irreplaceable role in the process of teaching and scientific research.Under the background of the development of mobile network,colleges and universities begin to invest a lot of money in the construction of mobile services in their own library.From the current research on mobile services by library scholars,there is a lack of tools to evaluate the quality of mobile services from the perspective of users.At the same time,from the perspective of user's expectation and perception,tolerance area can effectively find the problems in the service process,but the research of tolerance area theory in the field of library is rare.Based on this,this paper studies as follows:First of all,through extensive reading of relevant literature,this paper defines the concept of Library mobile service and user tolerance area,and on the basis of summing up and drawing lessons from other scholars' evaluation dimensions and indicators of mobile service quality,constructs the mobile service quality evaluation system of University Library from four dimensions: functional facilities,information content,interaction process and service effect.Secondly,the mobile service users of university library are taken as the survey objects,and 223 valid questionnaires are finally collected through the form of online questionnaires.Then,strict analysis methods were used to purify the data,exploratory factor analysis and reliability and validity test.Finally,from the index level and dimension level,respectively,from the service excellence and service qualification to evaluate the mobile service quality of university library,and from the user's ideal value and minimum value to explore the user tolerance area.The results show that the current users think that the mobile services of the library are still qualified,but they do not reach the level of user satisfaction.In the fourdimensions,users put forward higher expectations for information content services.Therefore,in the future mobile service process,university library should pay more attention to the quality of information content to meet the information needs of university users.According to the results of data analysis,this paper provides a practical improvement direction for university library to improve mobile service,which can be used for reference by relevant departments of university library.At the end of the paper,the limitations of this study are pointed out,and the future research direction is discussed.