7差距模型在提高读者满意度中的应用研究

Application of 7-Gap Model in Improving Readers' Degree of Satisfaction

读者满意度是读者对图书馆资源和服务的期望与实际情况的对比,是检验一个图书馆服务工作的试金石。服务质量差距模型是一种基于服务质量差距分析的综合模型,该模型整合了服务的产生和提供过程中的可能差距,通过分析差距成因来找到缩小服务差距的方法,提高服务质量。该模型为改善图书馆的服务质量,减少服务质量差距,提高读者满意度,提供了一个新的思路和框架。

Readers＂ degree of satisfaction is the contrast between readers＇ expectations and actual situation about library resources and services.It is a touch-stone to test library services.The 7-Gap Model of service quality is a comprehensive method based on the gap analysis of service quality.It integrates the gap in the service,finds a way to narrow the gap between services by analyzing the causes of the gap,and improves service quality.The model provides a new mentality and the frame for improving the service quality,reducing gaps of service quality and enhancing the readers＇ degree of satisfaction.