图书馆电子服务质量评价研究被引量：4

Study on the Library E-service Quality

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摘要在研究国内外电子服务质量评价相关理论及实践的基础上,通过多轮调查分析,提出符合我国图书馆实际的评价指标体系。基于SERVQUAL模型的思想,针对山西省图书馆的电子服务做了调查,在统计调查数据的基础上,运用象限分析法对其电子服务质量的状况进行了分析评价,并提出相关的对策及建议。 On the basis of researching the relevant theory and practice of the e-service quality evaluation from domestic and abroad,through several investigate and analyze,the paper puts forward a set of evaluation index system that adapt to the actuality of the chinese library.Based on the SERVQUAL model,we take a survey of the e-service of the Shanxi library.On the statistics about the survey data,the author gives a analysis and evaluation of the status of the library＇s e-service quality according to the quadrant analysis method and tables a series of countermeasure and proposal.

作者齐向华杨晶晶

机构地区山西大学管理学院

出处《情报科学》 CSSCI 北大核心 2010年第4期558-562,共5页 Information Science

基金山西省社科研究规划项目(0705122)

关键词电子服务质量评价象限分析法山西省图书馆 e-service quality evaluation quadrant analysis method shanxi library

分类号 G251 [文化科学—图书馆学]

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参考文献2

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