服务质量评价对提升图书馆服务的成效分析——以中国石油大学(北京)图书馆为例  

Analysis of the Effect of Service Quality Evaluation on Promoting Library Services:Case Study of China Petroleum University-Beijing Library

作　　者：步宏婕[1] Bu Hongjie(China Petroleum University-Beijing Library, Beijing 102249)

机构地区：[1]中国石油大学(北京)图书馆,北京102249

出　　处：《情报探索》2018年第5期81-86,共6页Information Research

摘　　要：[目的/意义]旨在为提升图书馆服务水平提供参考。[方法/过程]对图书馆服务质量评价工作进行了全面、系统的研究。详细介绍了评价体系的规划和指标设计,通过中国石油大学(北京)图书馆实际案例详细介绍了质量评价的统计方法和数据分析,认为一套完整的评价体系应包括用户基本情况、文献资源满意度、服务满意度、使用便利性满意度和整体环境满意度5个方面。[结果/结论]研究结果对于推进高校图书馆开展用户满意度工作具有参考价值。[Purpose/significance]The paper is to provide reference for promoting library service level. [Method/process]The paper does a comprehensive and systematic research on library service quality evaluation. It introduces the planning and index design of the evaluation system in detail, and introduces statistical methods and data analysis of the quality evaluation through the actual case of China Petroleum University-Beijing Library. It is concluded that a complete evaluation system should include 5 aspects of the users’ basic information, satisfaction of the literature resource, satisfaction of the service, convenience satisfaction and overall environmental satisfaction. [Result/conclusion]The result has the reference value to promote the university library to carry on the user satisfaction work.

关 键 词：图书馆 服务评价 成效分析 

分 类 号：G252.4[文化科学—图书馆学]