论中国图书馆服务质量的差距及改进——基于服务质量差距模型的视角

Discussion on the Gaps and Improvement of Service Quality of Libraries in China——From the View of the Gaps Model of Service Quality

用PZB的服务质量差距模型对我国图书馆服务质量的差距进行分析,从图书馆和读者两个角度分析产生这些差距的原因,提出了改进我国图书馆服务质量的措施、建议,为我国图书馆服务质量的提升提供理论借鉴。

This paper analyzed library service quality of our country by the Gap Model of Service Quality created by PZB. We analyzed reasons of these gaps from both libraries and readers＇ views, came up with some solutions and advances to improve the libraries＇ service quality, which could provide basic theories reference for improving.