基于语义分析法的图书馆室内服务品质影响因素研究——以重庆图书馆为例

Research on the Influencing Factors of Library Indoor Service Quality Based on Semantic Analysis Method—Taking Chongqing Library as an Example

摘要: 为探究大众对重庆图书馆服务品质的评价倾向及影响因素，本研究以重庆图书馆、重庆鸿恩寺图书馆为研究对象，爬取大众点评平台530条有效用户评论，通过数据清洗、词频统计、语义网络分析、特征词聚类及情感分析等方法展开网络语义研究。结果表明，大众对图书馆的关注集中于物理环境、空间设计、基础服务设施三大维度，同时，整体评价呈正向倾向。但其中物理环境中的噪声、通风因素，空间设计中的座位靠窗因素存在明显负面反馈。研究提取的选座相关影响因子，为图书馆室内环境设计以及提升服务品质提供了数据支撑和实践方向。

Abstract: To explore the public’s evaluation tendency and influencing factors regarding the service quality of Chongqing Library, this study selected Chongqing Library and Hongensi Library in Chongqing as the research objects. A total of 530 valid user reviews were crawled from the Dianping platform, and an online semantic research was conducted through methods such as data cleaning, word frequency statistics, semantic network analysis, feature word clustering, and sentiment analysis. The results show that the public’s attention to the library is concentrated on three dimensions: the physical environment, spatial design, and basic service facilities. Meanwhile, the overall evaluation shows a positive tendency. However, there are obvious negative feedbacks regarding the noise and ventilation factors in the physical environment and the factor of seats by the window in the spatial design. The influencing factors related to seat selection extracted in this study provide data support and practical directions for the indoor environmental design of libraries and the improvement of service quality.