影响图书馆服务质量评价的若干因素  

Several Factors Affecting Library Service Quality Evaluation

作　　者：冯琼[1] 

机构地区：[1]广东金融学院图书馆,广东广州510521

出　　处：《现代情报》2010年第2期123-125,共3页Journal of Modern Information

基　　金：2009年度广东图书馆学科研课题成果

摘　　要：图书馆的服务质量评价是读者进入图书馆利用馆藏服务、馆员服务、环境服务的过程中的感知来实现的,在这个过程中,图书馆服务系统中的各个环境和过程以及系统中的每个人,都是影响用户满意度的因素。本文从图书馆和读者两方面,对影响读者评价图书馆服务质量的各种因素进行了具体的分析。Library service quality assessment is the reader coming into the library to use collection services, librarians services, environmental services, perceptions of the process to achieve, in this process, library services, systems and processes in various environments, as well as everyone in the system are the factors that affect customer satisfaction. In this paper, from the aspects of both libraries and readers, several factors affecting library service quality evaluation were analyzed.

关 键 词：图书馆 服务质量 满意度 影响因素 

分 类 号：G250[文化科学—图书馆学]