基于差距模型的高校图书馆服务质量改善分析

Analysis on the Service Quality Improvement of University Libraries based on Gap Model

借助服务质量差距模型,通过调查问卷从认知、标准、传递、感知等方面分析导致图书馆服务差距产生的原因,由于前四项差距是感知差距产生的根源所在,故从认知、标准、传递、沟通这四个方面对高校图书馆服务质量提出改善措施。

With the assistance of service quality gap model, through the investigation questionnaire,thecauses library service gap are analyzed from the perspectives of cognition, standards, transmission, perceptionand other aspects. Because the first four gaps are the sources of the perception gap, the improvement measuresare put forward to improve the service quality of university libraries from the four aspects of cognition, stan-dards, transmission and communication.