What are the key indicators for evaluating the service satisfaction of WeChat official accounts in Chinese academic libraries?

Abstract

Purpose

WeChat official account (WCOA) is an emerging and important platform for academic library services, which greatly accelerates the development of this field. This article aims to identify key evaluation indicators for users' satisfaction of the Academic Library WeChat Official Account (ALWCOA) as a reference for future improvements.

Design/methodology/approach

Based on the updated DeLone and McLean (D&M)’s model and Delphi method, an evaluation system of ALWCOA satisfaction was constructed. Then 212 university students were recruited to fill out a questionnaire on evaluation indicators. The grey relational analysis (GRA) and Pareto's principle were employed to analyze the questionnaire and select key evaluation indicators.

Findings

An ALWCOA service satisfaction evaluation system with three evaluation dimensions and 15 evaluation indicators was constructed, and three key evaluation indicators were identified, including service responsiveness, information timeliness and system security.

Practical implications

This article provides a strategy for assessing ALWCOA service satisfaction, as well as insights for improving of ALWCOA service. Specifically, academic libraries should pay more attention to improving service responsiveness, information timeliness and system security.

Originality/value

This article innovatively applied the updated D&M model in academic library service. Additionally, it facilitates the development of research fields, such as academic library services, microservices and user service evaluation, and provides a case study to better understand the WCOA.

Citation

Zhang, K. and Lu, P. (2023), "What are the key indicators for evaluating the service satisfaction of WeChat official accounts in Chinese academic libraries?", Library Hi Tech, Vol. 41 No. 3, pp. 788-806. https://doi.org/10.1108/LHT-07-2021-0218