图书馆服务质量与读者行为意愿研究  

Research on Library Service Quality and users' willingness

作　　者：冯琼[1] 

机构地区：[1]广东金融学院图书馆

出　　处：《图书馆学研究》2010年第5期91-94,共4页Research on Library Science

基　　金：2009年度广东图书馆学会立项科研课题成果

摘　　要：服务质量作为衡量图书馆作用效能与管理水平的重要标准,越来越得到图书馆界的重视。本文以服务质量理论、满意度理论、行为意愿理论等相关理论为基础,系统阐述图书馆服务质量的内涵、特性,以及读者行为意愿的特点和影响因素,深入分析了图书馆服务质量——读者满意度——行为意愿之间的关系,并就提高图书馆服务质量,提升读者行为意愿提出若干建议。Service quality, as an important standard to measure the performance and management ot the library, draws a great attention of the library. Based on the theory of service quality, the theory of satisfaction, the theory of behaviors and so on, the paper describes the connotation and characteristics of the service quality as well as the features of behavior and willingness of the users, and analyzes the relation among the service quality of the library, the user＇s satisfaction, and the behavior and willingness, At last the author puts forward some suggestions on how to improve the service quality and promote the user＇s behavior and willingness.

关 键 词：图书馆 服务质量 满意度 行为意愿 

分 类 号：G252[文化科学—图书馆学]