LibQUAL+^(TM)与差距模型在公共图书馆服务质量评估中的应用扩展  

Application and Extension of LibQUAL+^(TM) and Gap Model in the Quality Assessment of Public Library Services

作　　者：马鹏[1] 张伟华[1] 张晓梅[1] 

机构地区：[1]济宁市图书馆,山东济宁272000

出　　处：《图书馆建设》2012年第10期65-69,共5页Library Development

摘　　要：以LibQUAL+^(TM)为基础,通过查阅国内外文献、读者开放调研与专家访谈的方式可以构建科学的、适用于公共图书馆服务质量评价的本土化指标体系。首先,依据该指标体系对公共图书馆服务质量进行实证评估研究,通过数据来验证量表是否具备良好的信度与效度;然后,从图书馆专业人员的视角对各评价维度进行权重评定;最后,将两个评价结果透过差距模型呈现分析,得出导致读者满意度下降的服务质量差距,即"标准差距"、"传递差距"、"资源差距"、"服务差距"。Based on the LibeUAL＋TM, we could construct a scientific localized index system which is applicable for the quality assessment of public library services through looking up home and abroad literatures, the open survey on readers and interviews with experts. The methodisas specific as follows： firstly, according to this index system, the author does empirical assessment study on the quality of public library services, and verify that if the scale has good reliability and validity through data; secondly, the author realizes the weight assessment on each evaluation dimension from the viewpoint of library professionals; finally, the outhor shows and analyzcse evaluation results between the two through the gap model showing the service quality gap which results in decreased readers＇ satisfaction, that is ＂standard gaps＂, ＂transmit gaps＂ ,＂resource gaps＂ and ＂service gaps＂.

关 键 词：公共图书馆 服务质量评价 LibQUAL+~TM 差距模型 

分 类 号：G252[文化科学—图书馆学]