多平台下文献传递用户评价和用户行为的研究

认为用户在使用文献传递平台的过程中会根据自身体验产生一系列的评价，这些评价影响着用户行为。基于“用户行为还原法”，建立文献传递用户评价与用户行为关系模型。对21位资深文献传递员进行访谈，总结出影响用户评价的因素，将这些因素与文献传递用户的4类行为（选择平台、信息检索、提交申请、获取文献）一一对应进行分析，最后为文献传递平台管理机构提出建议：①保证文献获取率；②提高服务效率；③加强资源整合与揭示；④简化流程，方便读者。

Research on User Evaluation and User Behavior Under Multiple Document Delivery Platforms

The users will produce a series of evaluation based on their own experience in using document delivery platform, which affect user behaviors. This paper builds the model of user evaluation and user behavior of document delivery based on "user behavior reduction method". It interviews 21 senior document delivery staff, sums up the factors affecting user evaluation, and makes a correspondence analysis between these factors and user behaviors (selecting platform, information retrieval, submitting application, achieving document). Finally, it makes suggestions to the document delivery platform administrative agency, including ensuring user's document acquisition rate, improving the efficiency of service, strengthening the integration of resources, revealing its resources fully and simplify all process.