摘要
Abstract
Within the service ecosystem of the smart library,new media platforms,represented by the WeChat official accounts(WOAs),are emerging as pivotal hubs for driving service innovation and user interaction in libraries.Constructing a scientific and feasible evaluation indicator system to quantitatively assess the service effectiveness of these platforms is of great significance for promoting the intelligent development and high-quality operation of new media platforms in university libraries.Grounded in the E-S-QUAL model and aligned with the core mission of university libraries,this study innovatively proposes a comprehensive service effectiveness evaluation indicator system for university library WOAs.The system is constructed around five dimensions:efficiency,fulfillment,system availability,outreach,and empathy.The analytic hierarchy process is employed to assign weights to the indicators,and an empirical study is conducted on the WOAs of 42"double first-class"universities recognized by the Ministry of Education.The findings reveal that system availability and empathy carry the highest weights,emerging as critical factors in measuring the comprehensive service effectiveness of university library WOAs.This suggests a strategic shift in the focus of university library WOAs from an information dissemination platform to a smart service terminal.The proposed indicator system demonstrates strong scientific validity and practical applicability,providing a scientific reference for enhancing the service effectiveness of university library WOAs.关键词
高校图书馆/智慧图书馆/微信公众平台/综合服务效能/评价指标体系Key words
University Library/Smart Library/WeChat Official Account/Comprehensive Service Effectiveness/Evaluation Indicator System分类
社会科学
