公共图书馆阅读推广服务提升策略——基于SERVQUAL模型的用户满意度分析  

Improving Strategies for Reading Promotion Services in Public Libraries——User Satisfaction Analysis Based on SERVQUAL Model

作　　者：米国伟[1] 韦颖 霍亮 Mi Guowei;Wei Ying;Huo Liang

机构地区：[1]天津师范大学管理学院,天津300387

出　　处：《图书馆工作与研究》2025年第2期103-112,共10页Library Work and Study

基　　金：国家社会科学基金重点项目“健康中国战略下信息贫困群体健康焦虑及疏导行动研究”(项目编号:21ATQ005);天津市哲学社会科学规划(重点)项目“基于公众体验的政府网站信息服务质量控制研究”(项目编号:TJTQ19-002)研究成果之一。

摘　　要：文章以SERVQUAL模型为基础构建公共图书馆阅读推广服务用户满意度指标体系,并以贵州省内公共图书馆阅读推广服务为样本进行实证研究,进而提出公共图书馆阅读推广服务提升策略,即优化阅读环境,提高用户阅读体验;创新阅读推广服务形式,提升个性化服务质量;增强阅读资源的丰富性和时效性,降低用户阅读时间成本;建立阅读推广服务评价反馈机制;重视特殊群体阅读推广服务。This article is based on the SERVQUAL model and constructs user satisfaction index systems for public library reading promotion services.Taking the reading promotion services of public libraries in Guizhou Province as the sample to conduct empirical research,this paper proposes improving strategies of public library reading promotion services,which include optimize reading environment and improve users reading experience;innovate reading promotion service forms and improve personalized service quality;enhance the richness and effectiveness of reading resources,and reduce users'reading time costs;establish an evaluation and feedback mechanism for reading promotion services;pay attention to reading promoting services for special groups.

关 键 词：公共图书馆 阅读推广 阅读推广服务 用户满意度 

分 类 号：G258.2[文化科学—图书馆学] G252.1