图书馆服务质量评价与服务标准化研究

Research on the Quality Evaluation and Standardization of the Library Service

为读者提供优质服务是图书馆工作的目标和导向,"以人为本"是图书馆管理的核心内涵,实现图书馆管理的高效率和高效益是达到这些目标的基础条件,标准化则是实现高效率和高效益管理的必要前提。文章在介绍我国图书馆界使用SERVQUAL等工具进行图书馆服务质量评价的基础上,分析了图书馆标准化发展的必要性和现实价值,认为当前我国图书馆的管理体制、工作架构和读者服务需求都更适合图书馆标准化建设。

Offering the high quality service for readers is the target of the library work, “people-oriented” is the core connotation of library management to achieve high efifciency and high beneift is the basic condition to achieve these goals, “standardization” is necessary condition to achieve high efifciency and high beneift .On the basis to introduce using SERVQUAL and other tools for library service quality evaluation in Chinese library circle this paper researches the necessity of library standardization development and realistic value that library management system, the work structure and reader needs are all more suitable for the construction of library standardization.