论文总字数：44794字

摘 要

21世纪以来，信息网络应用技术正在迅速更新换代，数字图书馆技术也得到了大力发展，高校的图书馆也从传统的物理藏书模式逐渐变化到以信息化为主要特征的数字图书馆模式。我国高校图书馆的信息资源结构近来正发生着明显的变化,数字资源和网络资源在整个高校图书馆资源体系中所占的比例逐渐增大。

用户对图书馆数字资源的信息消费需求不断变化。用户（主要是指高校的学生）接触图书馆所拥有的资源的最主要的途径就是利用学校图书馆网站来获取所需要的服务。了解和认知读者对于高校数字图书馆馆藏资源的利用情况以及如何更加便利的享受图书馆提供的服务促进双方良性互动以及促使图书馆提供精准服务是本文值得探讨的重要问题。经查阅和研究一些基于服务接触理论视角的文献之后发现，服务接触是服务质量评价体系的一个关键核心环节，在全面建设数字化图书馆网站的背景下，运用服务接触理论，建立基于服务接触视角的评价指标体系，是对图书馆网站发展现状评价的有效手段。本文通过设计调查表的方式，选取截至2020年1月南京市现有的即南京大学等25所公办本科为调查对象,对其校内建立的数字图书馆网站所提供的服务进行调查和研究,了解高校数字图书馆的发展情况,探索现存的问题和不足,进一步提出优化高校图书馆资源的对策，使图书馆数字资源的普及程度更广,加快数字图书馆网站建设步伐。提升高校数字图书馆资源的利用率，实现对高校图书馆馆藏资源的优化配置。以服务接触为视角,提炼贯穿用户图书馆双向互动过程中的服务接触要素建立指标,实现对数字图书馆网站服务质量的科学评价、有效监控和切实保障。

通过对高校图书馆网站评价体系对各高校数字图书馆进行对比分析，了解在不同维度下各高校图书馆的现状，发现各高校目前数字图书馆建设水平不平衡，服务水平低下，对外开放程度低等问题，并基于此问题给出优化高校数字图书馆网站资源配置和提高用户体验的切实对策。

关键词：图书馆 数字图书馆 服务接触 数字图书馆网站

Investigation and analysis of

the current situation of University Digital Library Website

ABSTRACT

Since the 20th century, with the rapid development of information technology and network technology and the general application environment, the university library has gradually changed from the traditional physical collection mode to the digital library mode characterized by informatization. The information resource structure of University Library in our country is changing obviously recently. The proportion of digital resources and network resources in the whole university library resource system is increasing, and the utilization ratio of users to the library digital resources is also increasing gradually. So how do users (mainly college students) access the resources that the library has. The most important way is to use the school library website to obtain the required services. How to further understand the users' understanding and utilization of digital library resources in Colleges and universities, so as to better provide accurate services, is an important topic worthy of study. Service contact is a key part of service quality evaluation system. Under the background of building digital library website in an all-round way, using service contact theory, establishing evaluation index system based on service contact perspective is an effective way to evaluate the development of library website.

The information consumption demand of users for library digital resources is constantly changing. The most important way for users (mainly refers to college students) to contact the resources of the library is to use the school library website to obtain the required services.To further understand the users' understanding and utilization of digital library resources in Colleges and universities, so as to better provide accurate services, is an important topic worthy of study. Service contact is a key part of service quality evaluation system. Under the background of building digital library website in an all-round way, using service contact theory, establishing evaluation index system based on service contact perspective is an effective way to evaluate the development of library website. Through the way of designing questionnaire, this paper selects 25 public undergraduate courses owned by Nanjing as the objects of investigation, including Nanjing University, Nanjing Normal University, Southeast University, Nanjing University of technology, etc. as of January 2020. It investigates the services provided by the digital library website of Nanjing public undergraduate school, and understands the services provided by the website of 25 university libraries for users, This paper analyzes the existing problems and puts forward the countermeasures to further optimize the digital resources of university library, that is, to strengthen the popularization of the digital resources of the library, to strengthen the construction of the digital library website, to further improve the utilization of the digital resources and to realize the optimal allocation of the collection resources of university library. From the perspective of service contact, this paper refines the service contact elements and establishes indicators throughout the two-way interaction process of user library, so as to realize the scientific evaluation, effective monitoring and practical guarantee of the service quality of digital library website.

Through the comparative analysis of the evaluation system of the university library website, this paper finds out the current situation of the University Library in different dimensions, the imbalance of the construction level of the University Digital Library, the low level of service, and the low degree of opening to the outside world. Based on this problem, this paper proposes to optimize the resource allocation of the University Digital Library Website and improve the user experience Practical countermeasures.

Key words: library; digital library; Service contact;igital library website

目录

摘 要 i

ABSTRACT ii

第一章 绪论 1

1.1 研究背景 1

1.2 研究意义 5

1.3 研究内容 6

1.4 研究方法与思路 8

第二章 文献综述 10

2.1 概念界定 10

2.1.1 数字图书馆 10

2.1.2服务接触理论 10

2.2 数字图书馆的研究现状 11

2.2.1 数字图书馆的可视化分析 11

2.2.2 数字图书馆的文献梳理 17

2.2.3 数字图书馆网站研究现状总结 19

2.3 研究述评 20

第三章 高校图书馆网站现状调查 21

3.1 可参考的评价指标 21

3.2 评价指标选取 22

3.3 对比指标的确定 24

3.3.1 传统服务维度指标 24

3.3.2 个性化服务维度指标 27

3.3.3 咨询服务维度指标 29

3.3.4 电子资源服务维度指标 30

3.4 数据的获取 31

第四章 高校数字图书馆网站现状分析 32

4.1 现状对比 32

4.1.1 传统服务维度对比 32

4.1.2 个性化服务维度对比 34

4.1.3 咨询服务维度对比 35

4.1.4 电子资源服务维度对比 40

4.2 现状总结 42

第五章 对策 44

5.1 存在的问题 44

5.2 具体对策 46

5.2.1消减不平衡 46

5.2.2 创新服务方式 保证服务质量 46

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