| 移动图书馆服务平台的服务质量优化实证 |
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| 引用本文： | 郑德俊,沈军威.移动图书馆服务平台的服务质量优化实证[J].图书情报工作,2016,60(21):24-31. |
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| 作者姓名： | 郑德俊 沈军威 |
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| 作者单位： | 南京农业大学信息管理系 南京 210095 |
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| 基金项目： | 本文系国家社会科学基金项目“基于用户感知的移动图书馆服务质量评价及提升策略研究”（项目编号：13BTQ026）研究成果之一。 |
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| 摘 要： | 目的/意义] 移动图书馆服务平台的感知质量优化，关系到未来移动图书馆的发展。本文力图为服务质量优化决策提供实例支持，促进移动图书馆服务平台优化改进的有形化。方法/过程] 参考ITIL管理框架，结合移动图书馆服务平台的生命周期，类比构建了感知质量的优化框架，并以ML-1移动图书馆APP客户端为实证对象，提出一些数理指标来分析移动图书馆平台的用户、技术实现人员、管理决策人员对优化认知的判断，验证优化框架的实施过程。结果/结论] 论文构建出一个层层递进的移动图书馆服务平台用户感知质量优化框架，依托实证分析结果，证实服务质量优化实施方案的有效性。
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| 关 键 词： | 移动图书馆 服务优化 持续服务改进 |
| 收稿时间： | 2016-08-28 |
The Optimization on Service Quality of Mobile Library Platform |
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| Zheng Dejun,Shen Junwei.The Optimization on Service Quality of Mobile Library Platform[J].Library and Information Service,2016,60(21):24-31. |
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| Authors: | Zheng Dejun Shen Junwei |
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| Institution: | Department of Information Management, Nanjing Agricultural University, Nanjing 210095 |
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| Abstract: | Purpose/significance] It is very important for future developments to continually improve the quality of mobile library platforms. This article intends to provide a case reference for service quality optimization decision, and make tangible improvements in mobile library platforms. Method/process] On the basis of ITIL, the paper constructs an optimization framework which corresponds to mobile library platform life cycle. Based on ML-1 mobile library application,the paper proposes a Mathematical Indicator to analyze the evaluation data from users, technical staff and managers, and to verity the implementation process of optimization framework.Result/conclusion] The paper constructs a progressive and user-perceived quality optimization framework for mobile library service platform. Ultimately, the article verifies the effectiveness of the implementation of the service quality optimization based on empirical results. |
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| Keywords: | mobile library platform service optimization continuous service improvement |
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