摘要
[目的/意义]公共文化服务质量评价是公共文化服务体系建设的重要内容,从以用户为中心的视角构建公共文化服务质量的评价模型,是对从机构视角展开的服务效能评价研究的补充。[方法/过程]以服务质量评价模型、PSQ模型和LibQUAL+TM为基础,构建以用户为中心视角的公共文化服务质量评价模型,采用验证性因子分析和路径分析,检验量表的信度和结构效度。[结果/结论]用户对公共文化服务质量的评价由公共文化服务的有形性、透明度、关联性和适合性4个维度构成,且用户对这4个维度的感知水平对其满意度水平存在显著的正面影响,评价模型具有较好的信度、效度和拟合优度,可为后续研究和具体实践提供参考。
[Purpose/significance] The improvement of public cultural service efficiency is an important part of the construction of public cultural service system. Constructing the evaluation system of public cultural service quality from the perspective of user perception is a supplement to the existing theoretical research on service efficiency.[Method/process] Based on the principles of equalization, adaptability and the nature and characteristics of public cultural services, this study constructs a user evaluation model for the quality of public cultural services, and uses confirmatory factor analysis and path analysis to test the reliability and structural validity of the scale.[Result/conclusion] It is found that the user's evaluation of public cultural service quality consists of four dimensions:tangibility, transparency, relations and suitability, and the user's perception level of these four dimensions have a significant positive impact on their satisfaction level. The model has good reliability, validity and goodness of fit. It can provide reference for follow-up research and specific practice.
作者
陈忆金
曹树金
Chen Yijin;Cao Shujin(School of Economic and Management, South China Normal University, Guangzhou 510006;School of Information Management, Sun Yat-sen University, Guangzhou 510006)
出处
《图书情报工作》
CSSCI
北大核心
2019年第17期60-68,共9页
Library and Information Service
关键词
公共文化服务
服务质量
用户评价
用户满意度
public cultural service
service quality
user-center evaluation
user satisfaction
作者简介
陈忆金(ORCID:0000-0001-6289-9814),副教授,博士,E-mail:cyj@scnu.edu.cn;曹树金,教授,博士,博士生导师.
