基于差异显著性检验的图书馆服务质量评估方法探析

Evaluation Method Study of Library Service Quality Based on the Significant Difference Test

借鉴SERVQUAL工具的思想,编制西南交通大学图书馆服务质量调查问卷。通过计算用户对图书馆服务质量各指标的实际感受值与最低要求值、实际感受值与期望值的差值,并对各差值进行显著性检验,对西南交通大学犀浦校区图书馆服务质量进行实证研究。研究结果表明,差异显著性检验方法在图书馆服务质量评估中具备客观性、科学性、针对性及可操作性。

By using the idea of SERVQUAL for reference, the library service quality questionnaires of Southwest Jiaotong University is compiled. By calculating the difference between perceived value and minimum demand value, perceived value and desired value of user library＇ s service quality and testing the statistical significance of these differences, an empirical study of Xipu Library＇ s service quality of Southwest Jiaotong University is completed. The results show that the significant different test is objective, scientific, specific and operational for the evaluation on library service quality.