文化差异对图书馆服务质量感知的影响研究

Study on the Effect of Culture Difference on Library Service Quality

LibQUAL+TM是由美国研究图书馆协会(ARL)推出的、目前比较权威的图书馆感知服务质量评价系统。应用LibQUAL+TM对我国图书馆的服务质量进行评价,并将评价的结果与ARL所做的调查结果进行比较发现,两国读者在对图书馆服务质量评价中的实际感受值、容忍区域及对图书馆服务质量各维度的重要性排序这3个方面存在较大差异。由此可知,不同文化背景下的读者在对图书馆服务质量的感知方式和各维度重要性认知上存在差异。

LIbQUAL＋^TM was designed by Association of Research Libraries （ARL）. Recently, it is the most authoritative model of library service quality evaluation. The evaluation for library service quality using LibQUAL＋^TM model has been carried on in China, and then results are compared with the survey results did by ARL. It shows that there are large culture differences between two countries in three aspects： perceived scores, the zone of tolerance and the importance ranking of each dimension in the evaluation of library service quality. It concludes that the perception of library service quality and the cognition of dimension importance vary across cultures.