网络环境下图书馆服务质量评价方法探析——清华大学图书馆读者满意度调查工作的实践与思考

Approach and Analysis of Service Quality Evaluation in Libraries under the Web Environment ——Practice and Thoughts on the User Satisfaction Survey in Tsinghua University Library

2004年5-6月,清华大学图书馆首次采用网络调查方式,参考ARL(美国研究图书馆协会)LibQUAL+TM图书馆服务质量评价方法和模式,在全校范围内进行读者满意度调查。该文主要介绍该项工作组织实施过程、问卷设计、调查结果等,并提出了对服务质量评价方法的几点思考。

From May 2004 to June 2004 in 2005, Tsinghua University made a campus wide user satisfaction briefly gained. quality survey with web-based approach by adapting LibQUAL^＋TM, a tool of ARL. This paper introduces the process of organization and implementation of the survey, questionnaire design, and results The authors also made some suggestions on how to improve the approach of evaluation of service in libraries.