高校数字图书馆感知服务质量及控制研究

Study on the Quality Evaluation and the Control of Perceived Services in University Digital Libraries

SERVQUAL、LibQUAL+TM等现有感知服务质量评估模型在数字图书馆领域的应用中存在着与数字图书馆无关的评估指标多、一般用户的感知评价受制于使用相关服务的阅历等问题。从提升评价的客观性角度出发,将图书馆业务人员作为内部用户加入评价,形成包含内外两级用户的广义用户感知模型,对其相应的服务质量控制方式进行探讨,得出的改进措施有:提高服务标准、加强馆际互借等辅助资源服务的推荐、增强图书馆主页与各服务系统的关联以及关注个性化服务等。

There are many problems of existing perceived service quality assessment models such as SERVQUAL, LibQUALTM in the application of the digital library field. These problems include that many evaluation indexes have nothing to do with the digital library and users＇ perceived evaluations are partly restricted by their experiences of using related services. From the perspective of improving the evaluation objectiveness, library staff are included in the evaluation as internal users and the generalized users＇ evaluation model that includes internal and external users is introduced. Studing the corresponding quality control mode, authors could get many improving measures including elevating the service standard, promoting the interlibrary loan and other auxiliary resource services, enhancing the relevance of the library homepage and other service systems, paying more attention to personalized services.