基于SERVQUAL模型的读者活动效果评估研究

SERVQUAL Model-based Performance Evaluation on Reader's Activity

[目的 /意义]建立科学的读者活动效果评估体系和方法,关注读者的感受与体验,准确评价读者活动的质量和水平显得尤为重要。[方法 /过程]以SERVQUAL的服务质量差距模型理论为基础,构建涵盖图书馆、读者、社会三个维度的读者活动效果评估指标体系,介绍读者活动效果评估实施方法。[结果 /结论]该评估体系通过统计分析各项评价指标的数值、差值来全面评估读者活动的质量,直观地了解读者对活动的真实感受、评价,有效识别读者活动中的不足,为图书馆提升读者活动质量和水平提供新的思路和方法。

[Purpose / significance] It’s important to establish scientific performance evaluation system and method on reader’s activity, to pay attention on reader’s feelings and experience, and to evaluate quality and level of reader’s activity accurately.[Method / process] The paper bases on the theory of ＂gaps model of services quality＂ of SERVQUAL, builds a performance evaluation indicator system on reader’s activity from three dimensions of library, reader and society, and introduces its implementation approaches. [Result / conclusion] The evaluation system gives an overall quality assessment on reader’s activity by statistical analysis on the value and difference of each evaluation indicator, understands reader’s true feeling intuitively, identifies effectively the deficiencies,and provides library for new ways and methods of improving the quality and level of reader’s activity.