高校图书馆培训服务质量差距模型实践探索

Practice Exploration of the Service Quality Model of Training in University Libraries

基于SERVQUAL的培训服务质量差距模型的构建需要服务提供者准确感知读者对培训的期望、正确选择服务规范、按服务规范提供标准的培训服务、传递与对外承诺相匹配的培训服务。首都师范大学图书馆利用培训服务质量差距模型,通过多种手段、多种渠道充分了解读者的期望,建立服务规范,提供标准服务,建立辅导与沟通机制,加强品牌化建设,完善多方参与的闭环工作机制等途径,有效地提高了培训质量。

The construction of service quality model of training based on SERVQUAL needs accurate perceptions of service providers of readers＇ expectations, correct selections of service standards, the normal training service according service specification, transmit service specification matched external commitment. The Capital Normal University Library use service quality model through many countermeasures, such as understanding readers＇ expectations fully, establish service specification, providing normal services, establishing the mechanism of communicating and tutoring, strengthening brand construction, perfecting closed-loop working mechanism of multiside participation, all of which have increased the quality of training effectively.