基于LibQUAL+^(TM)的我国图书馆服务质量评价体系和方法研究  

Study on the Library Service Quality Evaluation System and Method Based on LibQUAL+^(TM) in China

作　　者：刘凤娟[1] 

机构地区：[1]中国农业大学图书馆,北京100193

出　　处：《图书馆建设》2011年第6期60-62,共3页Library Development

摘　　要：图书馆通过LibQUAL+TM评价模式不仅能够获得用户对图书馆实际服务绩效的评价,还可以了解用户对服务的期望,从而通过改进服务、不断缩小实际服务质量与用户期望之间的差距,最大限度地满足用户的需求。基于LibQUAL+TM的图书馆服务质量评价体系应以用户需求为导向,以用户满意度和关注度作为指标测度,通过不断完善资源配置和运行管理机制提高图书馆服务水平,推进图书馆事业健康发展。Libraries through the evaluation mode based on LibQUAL＋^TM could not only get user＇s actual feelings of library services, but also find out user＇s expectations for library services. Libraries use LibQUAL＋^TM to reduce the gap between actual services and user＇s expectations, and improve library services, in order to satisfy user＇s needs. Library service quality evaluation system based on LibQUAL＋^TM should be oriented by user＇s needs, construct evaluation indictors according to user＇s attention and satisfaction, improve library services by perfecting resource allocation and operation mechanism, and promote the healthy development of librarianship.

关 键 词：LIBQUAL+^TM 图书馆服务 服务质量评价 

分 类 号：G251.5[文化科学—图书馆学]