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服务质量评价和改进是大学图书馆管理工作的当务之急,而我国目前尚缺乏适合自身的大学图书馆服务质量评价体系。本文基于成熟的服务质量理论,结合我国大学图书馆的实际,运用Kano模型析出读者需求指标,同时综合考虑图书馆服务的功能定位及图书馆服务质量评价相关理论,从图书馆管理和读者满意两个角度进行理论和实证研究,从而构建了适合我国大学图书馆的服务质量评价指标体系,以期对大学图书馆服务质量的科学评价和提升服务质量管理水平有所裨益。
The evaluation and improvement of service quality are the most urgent tasks in university library management. At present, there is a lack of suitable service system for university library evaluation. Based on the mature theory of service quality, combined with the actual situation of university library in our country, the Kano model is used to analyze the reader’s requirement index. At the same time, considering the function orientation of library service and the related theory of library service quality evaluation, From the perspectives of theoretical and empirical research, we construct a service quality evaluation index system suitable for our university library in the hope of improving the scientific evaluation of university library service quality and improving the quality of service management.