用SERVQUAL评价高校图书馆服务质量

Evaluation of the College Library Service Quality Using SERVQUAL

介绍SERVQUAL模型的基本情况,并利用该模型设计调查问卷,以烟台大学在校学生为调查对象,从五个层面24个指标对烟台大学图书馆的服务质量进行调查。统计并计算读者对图书馆各项服务的期望值与实际值之间的差距,同时对各个层面的重要性进行排序,对统计结果进行分析,以此为根据提出相应的提高图书馆服务质量的对策。

By introducing the basic situation of SERVQUAL model,and making use of the model to design the questionnaire,we survey the service quality of Yantai University library from five dimensions which include 24 indicators.We make statistics and calculations on the gap between the expected values and the actual values,sort the importance of all levels and make analysis.Based on this,the author gives corresponding countermeasures.