高校图书馆服务质量评估实证研究——基于质量功能展开和灰色相关分析

Empirical Study of University Library Service Quality Evaluation

文章借鉴LibQUAL+模型,通过文献调研、专家访谈的方式构建适于高校图书馆服务质量评估的本土化指标体系;问卷调查获取用户对需求指标的重要性和满意度;向专家征集能满足用户需求的服务改进策略,并将评价结果与改进策略建立关系矩阵,进行灰色相关分析;最后提出改进高校图书馆服务质量的策略。本研究将质量功能展开(QFD)和灰色相关分析(GRA)模式引入高校图书馆服务质量评估中,把图书馆服务质量评估指标与图书馆服务质量改进关联起来,将定性与定量相结合,可为高校图书馆服务质量的评估和服务质量的改进提供借鉴。

Based on the LibQUAL ＋ model, this paper constructs a localized index system through literature survey and expert interview, which is applicable for the evaluation of university library service quality. The paper obtains the importance and satisfaction degree of the users to required indices through questionnaire, collects the strategies for service improvement from the experts which satisfy the needs of the users, and constructs a relational matrix between evaluation results and strategies for improvement for Grey Relational Analysis （GRA）. Finally, the paper proposes some strategies for the improvement of university library service quality. The paper introduces the Quality Function Deployment （QFD） and GRA model into the university library service quality evaluation, hnks the library service quality evaluation index with the improvement of library service quality, and combines the qualitative evaluation with the quantitative evaluation, which would provide some references for the evaluation of university library service quality and the improvement of service quality.