CAJ | 학술논문

分析福州地区大学城文献信息资源共享平台( FULink)文献提供系统的服务特点，结合感知服务质量理论，构建适合FULink文献提供服务的感知服务质量模型及评价方式。利用SPSS18.0等工具对用户问卷调查数据进行量化处理，得到FULink文献提供服务的用户感知服务质量指标。最后，对服务质量指标进行因子分析，发现联盟资源建设、检索功能、服务获取效率等因素最能影响用户感知服务质量，对提高FULink文献提供服务质量提出几点建议。
분석복주지구대학성문헌신식자원공향평태( FULink)문헌제공계통적복무특점，결합감지복무질량이론，구건괄합FULink문헌제공복무적감지복무질량모형급평개방식。이용SPSS18.0등공구대용호문권조사수거진행양화처리，득도FULink문헌제공복무적용호감지복무질량지표。최후，대복무질량지표진행인자분석，발현련맹자원건설、검색공능、복무획취효솔등인소최능영향용호감지복무질량，대제고FULink문헌제공복무질량제출궤점건의。
The authors first analyze the characteristics of literature delivery service of FULink and introduce the theory of the perceived service quality, then build a perceived service quality model and propose the service quality evaluation methods based on the document de-livery service of FULink. SPSS18. 0 and other tools are used to quantify the user questionnaire data to obtain user perceived service quality of FULink literature delivery service. Finally, factor analysis on service quality indicators is adopted, it is found that resource, retrieval and service efficiency are the most important factors influencing the user perceived service quality, and suggestions to improve the literature delivery service are also put forward.