基于CIT的高校图书馆服务质量实证研究

A Case Study of the Academic Library Service Quality Based on CIT

使用定性研究的关键事件技术收集读者感知的图书馆服务中的关键事件,对影响图书馆服务质量的关键事件加以分类,归纳出影响服务质量的关键因素群和要素。在此基础上,运用层次分析法从图书馆专业人员角度进行关键因素的权重分析,建立图书馆服务质量感知模型。

This paper focused on the quality evaluation in an academic library service from the students＇perceptions of interactions with library staff. The critical incident technique（CIT） of qualitative research was chosen to collect the critical incidents in library services and classified them into four major categories and fourteen critical factors, the weight of each factor was calculated by analytic hierarchy of process（AHP） based on the viewpoints from the frontline service staff to establish a model of library service quality evaluation.