Research On The Influence Of Library Users’ Participation In Service Recovery On Recovery Satisfaction

Zero service failure is an impossible phenomenon in the library field,and the dissatisfaction of users caused by service failure cannot be completely avoided.Therefore,the library should pay attention to taking effective remedial measures in time to make up for the dissatisfaction of users and retain users.The user’s participation in the service recovery of the library will improve the user’s satisfaction with the recovery service.Therefore,studying the relationship between the user’s participation in the service recovery and the recovery satisfaction can further provide targeted suggestions for the library on how to better carry out the service recovery.Based on this,this paper mainly conducts the following research:First of all,read the relevant literature extensively,and define the concepts of library service recovery,user participation in service recovery,and recovery satisfaction;On the basis of summarizing and drawing lessons from other scholars’ methods of dividing the user participation measurement dimension in service recovery,this paper constructs a measurement scale of user participation behavior in service recovery from four measurement dimensions: independent participation,information sharing,responsible behavior,and interpersonal interaction,and takes library users as the survey object,collects data in the form of online questionnaires,and through descriptive factor analysis Exploratory factor analysis,etc.gradually revised and improved the content of the scale in the pre-test and formal test,and finally formed a user participation evaluation system with14 measurement indicators and a remedial satisfaction evaluation scale with 4 indicators.Secondly,based on the data analysis of the survey results,it is concluded that the user participation in the library service recovery is above the middle level;The degree of participation in each dimension ranges from high to low,including interpersonal interaction,information sharing,independent participation,and responsible behavior.The results of participation difference analysis are: women’s participation in information sharing and interpersonal interaction is significantly higher than men’s,while men’s participation in responsible behavior is higher than women’s;The participation of university library users in responsible behavior and interpersonal interaction is significantly higher than that of public libraries;Users aged 23-30 are significantly more involved in responsible behavior and interpersonal interaction than users in other age groups.Thirdly,through regression analysis,this study confirms that the four dimensions of library user participation have different impacts on remedial satisfaction.Data analysis shows that the impact between independent participation and remedial satisfaction is not significant;Information sharing behavior,responsible behavior and interpersonal interaction have a significant positive impact on remedial satisfaction,and the impact on remedial satisfaction is interpersonal interaction,responsible behavior and information sharing from high to low.Finally,according to the results of data analysis,it provides practical suggestions for the library to carry out service recovery for the reference of relevant departments,points out the limitations of this study,and discusses the direction of future relevant research.