图书馆服务质量评价综述  

Review of Library Service Quality Assessment

作　　者：朱书阳[1] 

机构地区：[1]江苏技术师范学院商学院,江苏常州213100

出　　处：《农业图书情报学刊》2012年第12期190-194,共5页Journal of Library and Information Sciences in Agriculture

基　　金：江苏省2012年度普通高校研究生科研创新计划项目(CXLX12_0684)

摘　　要：立足于图书馆服务质量评价的系统化与体系化,将图书馆服务质量评价研究划分为3个角度也是图书馆服务质量评价发展的3个阶段:图书馆、用户与馆员。图书馆服务质量评价首先是从评价图书馆的基本条件开始的,而后转向了用户的满意度测量,后提出了应用较为广泛的SERVQUAL、LibQUAL+TM等评价方法。目前,部分学者开始研究基于馆员的服务质量评价ClimateQUALTM。文章从多角度,多层次,多方位对图书馆服务质量评价进行了全面的述评。Library service quality assessment is separated into 3 parts, as well as its three development stages： the library, the users and the Librarians, which is also based on the systematization. Started with the examination of the library＇ s infi＇astructure, this paper then examines the satisfaction of users, and afterwards reviews the generally used SERVQUAL and LibQUAL＋^TM method. At present, some of the scholars examine the service quality of librarians by using the ClimateQUALTM method. This paper gives a more detailed examine of the library service quality assessment based on different levels as well different points of view.

关 键 词：图书馆服务 图书馆服务质量评价 SERVQUAL LIBQUAL+TM ClimateQUALTM 

分 类 号：G251[文化科学—图书馆学]