用户感知的服务质量评价模式——以用户为中心的图书馆服务质量评价

A User's Perception Model for Assessing Service Quality——Evaluation of Library Service Quality Based on the User's Perception

根据图书馆服务质量评价的发展和现状,针对我国传统评价体系的不足,提出以用户为中心评价图书馆服务质量的观点,并借鉴美国研究图书馆学会的试验项目LibQUAL+,建立一个以用户感知为基本特征的图书馆服务质量评价模式,对浙江大学两个校区的图书馆进行评价实验。

The paper discusses the development and present situation of library service quality evaluation. As far as shortcomings of traditional quality assessment tools are concerned, the authors assumed that service quality depends on the user＇ s perception. By learning from LibQUAL ＋ , the authors has developed a new assessment model which could present the user＇ s perception.