移动数字图书馆服务质量评价研究

Study on Mobile Digital Library Service Quality Evaluation

服务质量评价是提升移动数字图书馆服务水平的重要手段，文章从服务方式、服务内容、服务效果及服务成本四个方面构建了一套评价移动图书馆服务指标的指标体系，共有19个二级指标，并以国家图书馆移动阅读服务平台为示例对这些指标的使用情况进行介绍，最后，总结了移动数字图书馆服务质量评价中应把握的运行机制，包括评价指标的使用规则、评价方法、评价原则及评价流程。

Service quality evaluation is an important means to enhance the service level of mobile digital library. The article builds a set of mobile library service evaluation indicators system from four aspects：service delivery, service content, service effectiveness and cost of service. There are 19 secondary indicators in this system. The authors take the“National Library of mobile reading service platform”as an example to introduce and analyze the use of indicator system. Final y, the article summarizes the operating mechanism of mobile digital library service quality evaluation, including the rules of indicators usage, evaluation methods, evaluation principles and evaluation processes.