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首页> 外文期刊>Journal of the American Society for Information Science and Technology >A Combined Fuzzy-SEM Evaluation Approach to Identify the Key Drivers of the Academic Library Service Quality in the Digital Technology Era: An Empirical Study
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A Combined Fuzzy-SEM Evaluation Approach to Identify the Key Drivers of the Academic Library Service Quality in the Digital Technology Era: An Empirical Study

机译：确定数字技术时代高校图书馆服务质量关键驱动力的模糊-SEM组合评估方法：一项实证研究

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摘要

A conceptual model of the Academic Library (AL) service quality is hypothesized in the present article, and then validated and analyzed by a novel evaluation approach. Specifically, the conceptual model integrates the fundamental attributes of the canonical AL service together with those more relevant of the new and widely considered AL Electronic Service (e-services). As concerns the evaluation approach, it incorporates the Fuzzy Sets Theory (FST) so as to deal with the students' uncertainty over their own judgments on the AL service quality and a Structural Equation Model (SEM) to validate the conceptual model and to determine the key drivers of the AL service quality. The effectiveness of the proposed approach is proved by an empirical study concerning the AL of the Polytechnic School of the University of Palermo (Italy). Data collected via a survey involving more than 600 students are used, and the key drivers of the AL service quality are found out. Particularly, the obtained results reveal that Collections and materials represents the main driver of the AL service quality followed by Infrastructure and Access to the service, whereas Staff plays the fundamental role of interface between AL service aspects and students' needs and necessities.
机译：本文假设了大学图书馆（AL）服务质量的概念模型，然后通过一种新颖的评估方法对其进行了验证和分析。具体而言，概念模型将规范AL服务的基本属性与新的和广泛考虑的AL电子服务（电子服务）中更相关的属性整合在一起。关于评估方法，它采用了模糊集理论（FST）来处理学生对他们自己对AL服务质量的判断的不确定性，并采用结构方程模型（SEM）来验证概念模型并确定AL服务质量的关键驱动力。一项关于巴勒莫大学（意大利）理工学院的高级中学的经验研究证明了该方法的有效性。使用通过600多名学生进行的调查收集的数据，找出了AL服务质量的关键驱动因素。特别是，获得的结果表明，馆藏和材料是AL服务质量的主要驱动力，其次是基础设施和服务访问，而教职员工在AL服务方面与学生的需求和必需品之间起着基本作用。

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    Concetta Manuela La Fata; Toni Lupo;

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    Dipartimento dell'lnnovazione Industriale e Digitale (DUD) - Ingegneria Chimica, Gestionale, Informatica, Meccanica - Universita degli Studi di Palermo, Viale delle Scienze, Palermo 90128, Italy;

    Dipartimento dell'lnnovazione Industriale e Digitale (DUD) - Ingegneria Chimica, Gestionale, Informatica,Meccanica - Universita degli Studi di Palermo, Viale delle Scienze, Palermo 90128, Italy;

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