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随着4G网络的发展,国内高校移动图书馆服务已经进入新的发展期,用户对服务质量也提出了更高的要求,这就迫切要求各大高校通过服务质量评价来指导高校移动图书馆以提高服务质量。本文运用专家调查法确定移动图书馆服务质量影响因素,采用层次分析法(AHP)确定各因素的权重,运用数据包络分析法(DEA)构建移动图书馆服务质量AHP-DEA二阶段综合评价模型。并以东北三省部分高校移动图书馆为例,对其服务质量绩效进行了实证分析。对推动高校移动图书馆服务质量评价研究具有重要的理论和实践意义。
With the development of 4G network, the service of mobile libraries in domestic colleges and universities has entered a new stage of development, and the users have put forward higher requirements on the service quality. This urges universities to guide the mobile library of colleges and universities through the evaluation of service quality Improve service quality In this paper, we use the expert investigation method to determine the influencing factors of mobile library service quality, and determine the weight of each factor by Analytic Hierarchy Process (AHP). We use DEA to build the AHP-DEA two-stage comprehensive evaluation model of mobile library service quality . Taking the mobile libraries of some universities in the three northeastern provinces as an example, this paper makes an empirical analysis of the service quality performance. It has important theoretical and practical significance to promote the evaluation of mobile library service quality in universities.