大学图书馆服务质量测评指标体系构建  

On the Construction of University Library Service Quality Evaluation System

作　　者：施国洪[1] 刘慧慧[1] 王治敏 

机构地区：[1]江苏大学工商管理学院 [2]长安福特马自达南京公司

出　　处：《图书馆工作与研究》2011年第6期8-12,共5页Library Work and Study

基　　金：国家社会科学基金项目"图书馆服务质量评价体系研究"(项目编号:08BTQ010)研究成果之一

摘　　要：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。To be able to evaluate the service quality and to improve their service quality is of great importance to university libraries,but there are not any service quality evaluation systems for university libraries in our country yet.Based on the mature theories of service quality and the reality of libraries in our country,using Kano model to find out the demanding items for readers and giving full consideration to the functions of libraries and the theories of the evaluation of library＇s service quality as well,this paper builds the service quality evaluation system suitable for university libraries in our own country,according to both the theoretical and empirical studies of readers＇ satisfaction as well as library management in the hope that it could benefit the scientific evaluation of service quality and improve the service quality management of university libraries.

关 键 词：图书馆 服务质量 KANO模型 服务质量功能定位 

分 类 号：G251[文化科学—图书馆学]