扎根理论视角下感知价值对新型公共阅读空间满意度与忠诚度的影响研究
伍丹 1龚蛟腾 2何依 3伍小敏4
作者信息
- 1. 湘潭大学公共管理学院
- 2. 湘潭大学图书馆
- 3. 东南大学图书馆
- 4. 保定市第一人民医院
- 折叠
摘要
新型公共阅读空间是公共文化服务的新载体,其用户的满意度与忠诚度是衡量其高质量发展的重要指标.文章以长沙市新型公共阅读空间的用户及工作人员为调研对象,采用半结构访谈与扎根理论,构建了用户满意度与忠诚度影响因素模型,揭示了感知价值对用户、服务与环境3个维度的影响.研究发现,用户认知、体验、情感与阅读价值是影响满意度的内驱因素,而资源、功能、设施与人员价值等则是外驱因素,用户满意度直接影响其忠诚度,且满意度向忠诚度转化具有一定边界.基于此,本研究从用户、服务与环境3个维度提出优化策略,为新型公共阅读空间的高质量发展提供了理论支持与实践参考.
Abstract
The new public reading space serves as a novel carrier of public cultural services.User satisfaction and loyalty are crucial indicators for evaluating its high-quality development.This study focuses on users and staff of the new public reading space in Changsha,China,employing semi-structured interviews and grounded theory to construct a model of factors influencing user satisfaction and loyalty.It reveals the impact of perceived value across three dimensions:user,service,and environment.The research finds that user cognition,experience,emotion,and reading value constitute internal driving factors affecting satisfaction,while resource,functional,facility,and personnel value act as external driving factors.User satisfaction directly influences loyalty,while the transformation from satisfaction to loyalty exhibits certain boundaries.Based on these findings,the study proposes optimization strategies from the user,service,and environmental dimensions,providing theoretical support and practical references for the high-quality development of the new public reading space.
关键词
新型公共阅读空间/感知价值/用户满意度/用户忠诚度Key words
new public reading space/perceived value/user satisfaction/user loyalty引用本文复制引用
出版年
2025
NETL
NSTL
万方数据