基于SERVQUAL模型改进的图书馆服务质量评价模型构建  

Establishment of an Improved Model for Library Service Quality Measurement based on SERVQUAL Model

作　　者：宋秀梅[1] 

机构地区：[1]广州铁路职业技术学院,广州510430

出　　处：《高校图书馆工作》2013年第4期52-55,共4页Library Work in Colleges and Universities

摘　　要：现代图书馆正在经历着从资源为中心向用户驱动型的转变,要赢得读者的青睐就必须提升自身的服务质量。文章结合图书馆实际把SERVQUAL引入图书馆服务质量测评中,力求构建适合高校图书馆服务质量的评价模型。并以广州铁路职业技术学院图书馆的实际调查为例,对模型进行验证。参考文献3。Modern libraries are experiencing the changes from the resources center to the users-driven and to truly win the favor of readers,libraries must improve their service quality.It is quite a great challenge to improve the quality of library services because they are intangible and can＇t be grasped.SERVQUAL was applied to the evaluation service and has achieved certain success.This paper,which introduces SERVQUAL into the evaluation of library services,combining with the practice and strives to build a service quality evaluation mode for academic libraries.Guangzhou Institute of Railway Technology Library was selected as an experimental subject and coupled with practice survey to test and amend the model.3 refs.

关 键 词：SERVQUAL 图书馆 服务质量 应用与修订 

分 类 号：G250.7[文化科学—图书馆学]