高校图书馆服务质量评价体系的构建与应用  

Construction and Application of Library Service Quality Evaluation System of the University

作　　者：程瑞雪 陈晓雪 杨钰雅 Cheng Ruixue;Chen Xiaoxue;Yang Yuya(Shandong Huayu University of Technology,Dezhou 253000,China)

机构地区：[1]山东华宇工学院,山东德州253000

出　　处：《黑龙江科学》2025年第1期83-85,89,共4页Heilongjiang Science

摘　　要：为构建科学全面的高校图书馆服务质量评价体系,设计涵盖用户满意度、内容服务、基础服务和读者服务4个维度的评价指标体系,并通过问卷调查法收集处理数据。结果显示,用户满意度的权重最高,其后依次为内容服务、基础服务和读者服务,用户满意度维度中稳定性和忠诚度占比较大。综合得分结果表明,图书馆服务质量得分分布在0.1491~0.8391之间,显示出不同服务维度的表现差异。In order to build a scientific and comprehensive library service quality evaluation system of the university,the study designs evaluation index system covering 4 dimensions:user satisfaction,content service,basic service and reader service;and collects and processes the data with questionnaire survey.The results show that the weight of user satisfaction is the highest,followed by content service,basic service and reader service.The stability and loyalty of user satisfaction are relatively large.The results show that the score of library service quality ranges from 0.1491 to 0.8391,which shows the difference in the performance of different service dimensions.

关 键 词：高校图书馆 服务质量 熵值法 基础服务 读者服务 内容服务 用户满意度 

分 类 号：G252[文化科学—图书馆学]