创新服务形势下高校图书馆服务质量评价——以中国人民大学图书馆为例  

Research on the Service Quality Evaluation of University Library under the New Situation of Innovation Service:A Case Study of the Library of Renmin University of China

作　　者：张薷 储继华[2] 何雅琪[2] 刘静[1,2] ZHANG Ru;CHU Ji-hua;HE Ya-qi;LIU Jing(School of Information Resource Management, Renmin University of China, Beijing 100872, China;The Library of Renmin University of China, Beijing 100872, China)

机构地区：[1]中国人民大学信息资源管理学院,北京100872 [2]中国人民大学图书馆,北京100872

出　　处：《大学图书情报学刊》2021年第3期105-111,共7页Journal of Academic Library and Information Science

基　　金：中国人民大学科研项目“面向学者维度的资源建设与知识服务研究”(2018030152)。

摘　　要：随着信息技术的飞速发展,高校图书馆的服务定位和服务角色发生重大变化。针对各高校图书馆构建的新型服务体系,采取科学有效的方法对其服务质量进行追踪和评估。文章以中国人民大学图书馆为例,提出LibQUAL^(+■)模型构建新的图书馆服务质量评价指标,对于从用户角度探析图书馆服务质量非常有价值,其评估结果对创新服务新形势下各个高校图书馆基于服务效果、图书馆环境和信息控制三个维度找到自身提升方向具有一定的指导意义。With the rapid development of information technology,great changes have taken place in the service orientation and role of university library.In view of the new service system constructed by university libraries,this paper adopts scientific and effective methods to track and evaluate the service quality.Taking the library of Renmin University of China as an example,this paper puts forward LibQUAL^(+■)Model to build a new evaluation index of library service quality,which is very useful for analyzing library service quality from the perspective of users.The evaluation results have a great significance for each university library to find its own improvement direction based on the three dimensions of service effect,library environment and information control under the new situation of innovative service.

关 键 词：中国人民大学 高校图书馆 图书馆服务 创新服务 服务质量 LibQUAL^(+■) 

分 类 号：G258.6[文化科学—图书馆学] G252