摘要
对高校图书馆服务质量进行科学的判断是正确评价及提升其服务质量的根本前提。本文以东北师范大学图书馆为例,通过加权分析,综合评价高校图书馆服务质量,为提高高校图书馆的服务质量提供科学依据。首先分析影响服务质量的主要因子,然后以这些主要因子来构建评价的指标体系,通过在校学生及各类读者的问卷调查,得到各项因子指标的数值,再通过特尔斐法和层次分析法计算各指标权重,最后将各指标加权后叠加得到东师图书馆服务质量。经计算,东师图书馆的服务质量为满意级别。
The scientific judgment of the service quality of university library is the essential prerequisite for the correct evaluation and improvement of the service quality. The paper evaluated college library service quality and provided a scientific basis for the improvement of the service quality of university library by the weighted analysis of northeast normal university library. Firstly, the main factors of influence service quality were analyzed. Then the evaluation index system was established based on these main factors and each index score through the questionnaire of students and all kinds of readers was gained. Secondly, through the Delphi technique and AHP method to calculate the weight of each index. Finally, each index was weighted and added up. The calculation results showed the comprehensive service quality of the library.
出处
《长春师范大学学报》
2015年第12期13-17,共5页
Journal of Changchun Normal University
关键词
层次分析法
权重
服务质量
高校图书馆
analytic hierarchy process
weight
service quality
university library
