WhatsApp的参考咨询服务质量感知

IF 1.5 4区管理学 Q3 COMPUTER SCIENCE, INFORMATION SYSTEMS

Information Technology and Libraries Pub Date : 2022-09-19 DOI:10.6017/ital.v41i3.14325

Yan Guo, A. H. C. Lam, Dickson K. W. Chiu, Kevin K. W. Ho

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引用次数: 15

摘要

学术图书馆正在经历重大变革，并努力在数字环境中提供服务。图书馆正在从阅读场所转变为教室和学习空间的延伸。由于全球化的数字环境和激烈的竞争，图书馆试图通过各种评估来提高其服务质量。由于参考咨询服务对用户至关重要，本研究通过社交媒体即时通讯工具WhatsApp在香港一所主要大学调查用户对参考咨询服务的满意度，并讨论满意度评级与三个变量之间的相关性。对未来的改进提出了建议和建议。该研究还揭示了其他学术图书馆通过即时通讯使用参考服务的情况。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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Perceived Quality of Reference Service with WhatsApp

Academic libraries are experiencing significant changes and making efforts to deliver their service in the digital environment. Libraries are transforming from being places for reading to extensions of the classroom and learning spaces. Due to the globalized digital environment and intense competition, libraries are trying to improve their service quality through various evaluations. As reference service is crucial to users, this study explores user satisfaction towards the reference service through WhatsApp, a social media instant messenger, at a major university in Hong Kong and discusses the correlation between the satisfaction rating and three variables. Suggestions and recommendations are raised for future improvements. The study also sheds light on the usage of reference services through instant messaging in other academic libraries.

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来源期刊

Information Technology and Libraries 管理科学-计算机：信息系统

CiteScore

2.90

自引率

5.60%

发文量

审稿时长

1 months

期刊介绍： Information Technology and Libraries publishes original material related to all aspects of information technology in all types of libraries. Topic areas include, but are not limited to, library automation, digital libraries, metadata, identity management, distributed systems and networks, computer security, intellectual property rights, technical standards, geographic information systems, desktop applications, information discovery tools, web-scale library services, cloud computing, digital preservation, data curation, virtualization, search-engine optimization, emerging technologies, social networking, open data, the semantic web, mobile services and applications, usability, universal access to technology, library consortia, vendor relations, and digital humanities.