摘要
影响图书馆读者感知服务质量的因素主要有读者、图书馆和图书馆员等。图书馆要从研究读者需要、管理读者期望、技术/结果质量和功能/过程质量"两手抓"、提高馆员服务素质和服务接触能力、加强制度建设和公布服务质量标准等方面来提高读者对图书馆服务质量的感知。
It is readers, libraries, librarians and other factors that influence library readers＇ perceived service quality. Therefore,libraries should take measures from studying the readers＇ needs, managing readers＇ demand, attaching equal importance to both technical/outcome quality and functional/process quality, upgrading the serving quality and service encounter ability of librarians, serenehering the construction of mechanism, publishing the standard of service quality and other aspects, to improve the perceived service quality.
出处
《图书情报工作》
CSSCI
北大核心
2009年第17期106-109,共4页
Library and Information Service
关键词
图书馆
服务质量
读者
感知服务质量
library service quality readers perceived service quality
