基于LibQUAL模型的学术型图书馆服务质量评价研究——以海洋专业图书馆为研究案例

Study of Academic Library Service Quality Evaluation Based on LibQUAL Model——Taking Marine Professional Library as the Example

本文旨在研究用户对学术型图书馆服务质量的满意度,基于LibQUAL模型开发一个新的基于用户视角的图书馆服务质量测度模型工具。该工具共包括35个测量项目,对图书馆服务的5个维度分别进行用户满意度水平测度。Cronbach's Alpha范围为0.821到0.924,表明变量间很好的信度水平。456份海洋图书馆用户的问卷调查结果表明,感知服务质量水平总体高于用户可接受的最低服务水平,但普遍低于期待的理想服务水平。本研究结果可为学术型图书馆管理和资源配置等提供决策支持。

This paper aims to study the satisfaction levels of users of academic library services quality, and develops a new measurement tool of library service quality from users perspective based on LibQUAL model, which includes a total of 35 measurement items to measure user satisfaction levels from 5 dimensions of library services. The Cronbach＇s Alpha range is from 0. 821 to 0. 924, thus exhibiting good level of reliability between the varia- bles. The questionnaire results show that the perceived service quality level is higher than the minimum acceptable level of service users, but is generally lower than expected level of service. And this research can provide policy support for library management and resources allocation of academic libraries.