对SERVQUAL和LibQUAL应用缺陷的思考

Thought on the Practicing Defects of SERVQUAL and LibQUAL

文摘SERVQUAL和LibQUAL作为国外高校图书馆测评服务质量的重要方法,是值得国内学习和借鉴的。我国高校图书馆在具体实施过程中要扬其长、避其短,尽量减少因它们自身所固有的缺陷而产生的不良影响,同时,要根据各馆自身的现实情况与特点,借助多维度的统计工具,增加、删除或修正它们所提供的属性和域内容,以期尽可能地获取真实、有效的测评结果,为图书馆在改善服务质量上指明方向。

SERVQUAL and LibQUAL are important statistic tools to assess the service quality in foreign academic libraries.It is worth to be learned and to be taken as an example by us.But in the concrete practices of our academic libraries,we should develop their advantages and avoid their flaws to try our best to reduce the bad influences caused by their inherent defects.Furthermore,we need to use multi-dimensional statistics complying with the actuality and specialties of every library to increase,decrease or modify the attributes and domains they provided in order to get the true and effective results.Those results will give us the direction of improving our service quality.