“满意镜像”理论与高校图书馆服务质量测度和优化

The Theory of “Satisfaction Mirror”and the Measurement and Improvement of the Library Service Quality

[目的/意义]拟通过理论分析和实证研究的方法,探析图书馆服务质量"满意镜像"的形成机理、路径和影响要素。[方法/过程]依据"满意镜像"理论构建图书馆服务质量的"满意镜像"模型,基于理论文献分析模型的测量要素,通过问卷调查法获取有效数据,结合统计分析和路径分析法进行模型验证与参数估计。[结果/结论]图书馆外部服务质量的5个服务维度(环境设施、资源获取、馆藏资源、服务魅力、服务保障)对读者满意度产生正向显著影响,图书馆内部服务质量的5种组织氛围(组织管理氛围、人际关系氛围、学习创新氛围、工作服务氛围、激励成长氛围)对馆员满意度产生正向显著影响,馆员满意度对读者满意度产生正向显著影响(间接效果和直接效果)。认为图书馆服务质量的优化控制需要有效地把握馆员满意度和读者满意度的镜像关系,从营造健康的组织氛围(公平管理、馆员激励、学习交流、赋权一线)和优化读者服务质量(资源适用、拓宽沟通、服务增值、信息教育)的整合视角提出相应对策。

[ Purpose/significance ] This paper aims to explore the mechanism, route and influence factors of the ＂Satisfaction Mirror＂ in the library service quality, via the methods of theory analysis and empirical study. E Method/ process I This paper builds the ＂Satisfaction Mirror Model＂ of library service quality according to the ＂Satisfaction Mirror Theory＂, and analyzes the measure factors based on the theoretical literature. Then, it collects the effective data of read- ers and the librarians with the questionnaires, and conducts the model validation and parameter estimation combined with the statistical and route analysis methods. [ Result/conclusion ] It reveals that the external library service includes five di- mensions of environmental facility, resources access, library resource, service charm and service assurance which have significant positive influence on the users satisfaction, the internal service quality includes five aspects of organizational management, interpersonal relationship, learning innovation, service, incentive mechanism which have significant positive influence on the employee satisfaction, and the employee satisfaction has significant positive influence on the user satisfac- tion of indirect and direct effects. Therefore, it is necessary to know the librarian satisfactory and user satisfactory to im- prove the library service quality. Then it proposes the corresponding countermeasures from the integration perspective of creating a healthy organization atmosphere including fair management, stimulate, learning cooperation and empower the li- brarian, and improving user service quality including adaptive resource, broaden communication, add-value service and information education.