基于象限分析法的图书馆服务质量模型的差异性分析——SERVQUAL和LIBQUAL+^(TM)在中国图书馆的应用

Analysis of the Difference of Library Models for Service Quality Based on Quadrant Analysis Methods——Application of SERVQUAL and LIBQUAL+^(TM) in Chinese Libraries

SERVQUAL和LIBQUAL+TM是测量图书馆服务质量的两个有效工具,LIBQUAL+TM是以SERVQUAL为基础发展起来的,两个量表之间存在很多相似或相近的指标。采用这两个服务质量评价模型对长三角地区5所大学图书馆进行服务质量测评,运用"权重—得分"的象限分析方法分别分析其测评结果,结果表明两个量表中相近指标所处象限不尽一致,在此基础上对差异进行分析发现,只有在这两种方法基础上结合我国实际情况开发我国本土的模型,才能更加客观真实地评价我国图书馆服务质量。

SERVQUAL and LIBQUAL＋TM are two effective tools to measure the quality of library services.LIBQUAL＋TM is developed based on SERVQUAL,and there are many similar items between the two models.This paper measures the service quality of five university libraries in the Yangtze River Delta areas with the two models,and adopts ＇＇weight-score＇＇ quadrant analysis method to analyze survey results,which show that similar items of the two models are not consistent in corresponding quadrant.The analysis of difference shows that both models have some limitations.Accordingly,we should develop our own evaluation tool which is based on SERVQUAL,LIBQUAL＋TM and Chinese realistic situation.