高校图书馆微信公众平台互动性对用户满意的影响研究：感知价值的中介效应

摘要

基于消费者满意与图书馆用户满意之间相似性，将消费者行为学中的互动性引入图书馆学研究领域。在相关文献研究的基础上，构建了高校图书馆微信公众平台互动性的三个维度对感知价值的两个构面和用户满意的影响机制模型，通过实证研究表明：响应性维度能够显著正向影响功能价值，互动性的三个维度对情感价值均具有显著的正向影响作用，感知价值的两个构面均对用户满意具有显著的影响作用，互动性的三个维度对用户满意均具有显著的正向影响作用，情感价值在互动性与用户满意的作用之间具有中介效应。%Based on the similarity between consumer satisfaction and reader satisfaction of the library, the interactivity in the con-sumer behavior is introduced into the field of library study. On the basis of literature research, the impact mechanism model of three dimensions of interactivity on the two facets of perceived value and customer satisfaction in the university libraries micro-channel public platform is built. Besides, the results show that responsiveness can positively affect the utilitarian value;all the dimensions of interactivity positively impact the hedonic value;the two elements of perceived value both significantly affect customer satisfaction. And all the dimensions of interactivity positively impact customer satisfaction;hedonic value has mediation effect between the in-teractivity and consumer satisfaction.